NV Casino - Player’s account has been closed without explanation.

Hello,

I am formally requesting clarification regarding the blocking of my account and the status of my remaining balance of approximately PLN 1,000.

I understand that the first name on my profile was entered incorrectly as "Martas" instead of "Marta". This was an obvious typing error and was not an attempt to provide a false identity or impersonate another person.

My identity was successfully verified using my genuine identity document. Furthermore, my deposits were made using my own payment account, which is consistent with my verified identity. I also used BLIK from the same bank account.

Therefore, there is clear and verifiable evidence that the account belongs to me and that I am the rightful owner of the funds.

I was informed by your live chat that, instead of restoring my existing account, you would allow me to open a new account and provide PLN 200.

I do not agree to treating this matter as if I were attempting to create or use a fraudulent account. I had one account, my identity was verified, and the only issue was a typing error in my first name.

Before I consider opening any new account, please provide a written explanation:

On what specific provision of your Terms and Conditions are you relying to block my existing account?

On what basis are you refusing to correct an obvious typing error after my identity has been verified?

What will happen to the approximately PLN 1,000 currently held on my account?

Please confirm in writing that my funds will not be forfeited as a result of this typing error.

Please explain why opening a new account is being proposed instead of correcting the personal information on my existing verified account.

I am fully willing to complete any additional identity verification you require.

I request that my case be escalated to the relevant KYC/Compliance department and that I receive a written response regarding my existing balance.

I do not consent to the closure of my existing account or the forfeiture of my funds without a clear explanation and identification of the specific contractual basis for such action.

Kind regards,

Marta

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Did you make any other errors or typos when filling out your casino profile, or is the error in your first name the only mistake you made?

Did you accumulate your winnings with or without a bonus?

What types of games did you play to accumulate your winnings?

Was your account blocked immediately after the KYC process was completed?

Please send me all the communication between you and the casino's customer support regarding the closure of your account, as well as any communication regarding the alleged second account, to veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika