NV Casino - Player's account is blocked and winnings are confiscated.

I created an account at NV Casino. Had a small withdrawal of 97 eur. However, KYC was required, which the casino received. The withdrawal was approved. During this time I had problems with my browser that was struggling and I had a VPN that is activated automatically in case of connection problems. The casino said nothing about this when I made my withdrawal or verification. A few days later I play again on the site and in total I deposit 1900 eur. Then I manage to win on my last deposit and win 6000 eur. I play for about 400 eur and request a withdrawal of 5600 eur. I get an email that my VIP manager Valerie congratulates me and that this would be arranged smoothly and quickly

. When the withdrawal is to be approved, the casino blocks my account, says that the VPN violates their rules and confiscates the winnings. I find out that this was not allowed after 4 days after the withdrawal request on this larger win. I have tried 20 times to explain that it was only activated for technical purposes due to problems with my browser. The casino had full control of my identity and that it was allowed to play from Sweden. Now a Finnish web server was activated and the site managed to start working. Even that country is legal according to their site. They become very contradictory and say that I have broken the rules, which I had no idea about. I told the truth that a VPN was activated due to problems with my connection. Then the assets are completely blocked and they offer to reopen the account if I accept 250 eur?! It is disrespectful and humiliating that they first allow me to deposit 1900 eur and then also take my winnings of 5600 eur. How can they do that when nothing illegal has happened? I am so incredibly financially damaged by their actions and feel very bad mentally because of this. You can't act in this way. I demand that they pay me my winnings since they have received all my money. I suffer mentally and financially from this. I have no money now at all thanks to the casino doing this.

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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.

• Was your VPN enabled when you registered at this casino?
• Apart from Sweden and Finland, did you connect through your VPN using any other countries?
• Did you activate any bonuses while your real location was being masked by a VPN?
• Did you play any games while connected through a VPN from another country that were not available when accessing the casino from Sweden without using a VPN or any other IP-masking software?

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