The player from Germany faced account blockage at Nv Casino, with €15,500 in winnings unpaid. The casino offered only €500, claiming he had multiple accounts, which he disputed, stating the second account was created accidentally. He contacted a lawyer and consumer protection for assistance. The player explained that multiple accounts were unintentionally created due to repeated logins via different platforms without clear warnings, and he submitted all required verification documents. Despite his cooperation and explanation, the complaint was closed by the Complaints Team because opening multiple accounts violated the casino's terms and conditions, which led to invalidation of transactions and forfeiture of winnings, and thus no further assistance could be provided.
NV Casino - Player's account is blocked and winnings confiscated.
Unjustified complaint
Amount: €15,500
NV Casino
Safety Index:HighCase summary
Translation
Title: Blocked Account & €15,500 Not Paid Out – Nv Casino
Contribution:
I urgently need help: My main account at Nv Casino has been blocked, even though all the details were entered correctly. There was €15,500 in the account, which has not been paid out to this day.
The casino is only offering €500, on the condition that the rest is forfeited. They also claim I have multiple accounts. In reality, a second account was accidentally created via Google, and a few deposits into it were unintentional, an oversight. All significant deposits and winnings came from my main account.
I have already contacted a lawyer and consumer protection agency and am now seeking any possible help to get my credit back.
I would appreciate advice on how to proceed and support from Casino Guru or experienced users.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Are you aware of having created more than one account at NV Casino?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
TranslationHello Attila,
Thank you very much for your message and your support.
Regarding your questions:
1. Multiple accounts:
I was unaware that multiple accounts had been created. I later discovered that several registrations had apparently been created using my data, presumably through automatic or repeated logins (e.g., via Google). This was unintentional and an oversight.
2. KYC verification:
I submitted all the required documents for verification. Shortly afterwards (about an hour later) my account was blocked, even though I had previously submitted all the necessary information.
3. Bonus / Winnings:
The profits were achieved without the misuse of bonuses.
I never intended to break the rules and ask that my case be reviewed fairly.
Thank you for your support.
Best regards
[Redacted]
And yes, that used to be my old number.
Dear Player, thank you for your response.
Could you kindly explain how the repeated account creation occurred through multiple logins? Were you required to provide any personal information during the registration process?
Thank you for your cooperation.
TranslationDear Casino Guru Team,
Thank you very much for your support in my case.
I would like to add my perspective to the matter: I played on several platforms, which made it difficult over time to keep track of the respective login methods.
If you then try to log in again, for example using Google Login, it can happen very quickly that a new account is automatically created instead of opening the existing one. This process occurs without any clear warning and faster than you can react.
I am convinced that multiple accounts were created unintentionally in this way. At no point was it my intention to break any rules or gain an unfair advantage.
I have always provided my personal data correctly and am fully prepared to verify my identity.
I therefore ask you to assess my case fairly, taking these circumstances into account, and to support me in finding a just solution.
Thank you so much for your help.
Best regards
[Redacted]
TranslationDear Casino Guru Team,
I would like to inform you that, contrary to my previous statement, I have not engaged a lawyer and am not currently pursuing any legal action.
I continue to hope for your support in clarifying my case and thank you for your help so far.
I am of course available for any further questions.
Best regards
[Redacted]
TranslationDear Casino Guru Team,
I would like to raise one important point again.
According to the casino's terms and conditions, players' identity and age are verified at all times, partly automatically in the background. This means that basic data such as name, date of birth, and other information are checked early on.
From my perspective, any discrepancies or overlaps in my data should have been noticed earlier, especially since such checks are carried out continuously according to the terms and conditions.
At no point did I attempt to break any rules, but rather assumed that everything had been properly checked and was correct.
I therefore request that this aspect be taken into account when evaluating my case.
Best regards
[Redacted]
Dear Player,
Thank you for your response. Could you please clarify whether you have engaged in gameplay from both of your accounts? Have you utilized any bonuses on either of your accounts?
Additionally, could you please confirm when were your respective accounts created?
Thank you in advance for your reply.
TranslationDear Casino Guru Team,
Thank you for your reply.
Regarding your questions:
I used my accounts, however, there may have been some confusion regarding multiple accounts. This was not done with the intention of violating the terms or gaining an unfair advantage.
Regarding the bonuses, I may have received or used bonuses, but always in the belief that this was within the normal scope of using the platform.
Regarding the creation of the accounts:
- The account with the iCloud email was created on February 10, 2025.
- The first email I currently have (iCloud) is dated February 25, 2025, possibly even older.
- The account with the Gmail address was created on June 24, 2025.
I do not currently have all the precise details, but I am prepared to fully cooperate in clarifying the matter.
Please let me know if you require any further information.
Best regards
[Redacted]
Dear player,
Thank you for your response. Please note that opening multiple accounts is prohibited in most online casinos. Consequences for breaching the rules about multiple accounts range from account closures to balance confiscation. I checked the General T&Cs, and I found this:
5.6. You are permitted to open only a single account (Main) on the Website. Any additional account opened on the Website will be considered a "Duplicate Account." We are entitled to immediately close all Duplicate Accounts, as well as the Main account, and:
5.6.1. All transactions made from the Main and/or Duplicate Account will be invalidated.
5.6.2. All stakes or deposits made using the Main and/or Duplicate Account will not be refunded.
5.6.3. Any deposits, winnings, or bonuses obtained during the period the Duplicate Account was active will be forfeited and may be reclaimed by us. Any funds withdrawn from the Main and/or Duplicate Account shall be returned to us upon request.
5.7. If you notice that you have more than one registered Account, you must notify us immediately.
We recommend that you strictly open only one account in any online casino you play at to avoid similar issues.
Since the rules of the casino were breached in a manner where we cannot assist you anymore, the complaint will now be closed. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
