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

Dear Goodtaste89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Only when I registered was I linked via Google where casino nv changes the web address, which I discovered afterwards.

First they change to casino.nv/en and then I log in via google account. So I was able to log in without VPN because they change the links they spread to their website

then the address is blocked when I test another day, it's casino.nv for Sweden, then I test with VPN and the website works with Finnish VPN. Then I use VPN to avoid technical problems. But they change links and websites so this means that you are forced to use this.

No, no bonuses were used as I think the turnover was too high. I used my real money.

[link hidden by Casino Guru]

Now they have this link that works via Google without VPN..

This game worked without a VPN afterwards via the web address where they manipulate so Swedish players can access it.

Now they have also blocked me so I can't play there even though they said I would be reopened etc. This is because I complain about their way of acting, they are dishonest and cheat me out of all the money I had.

No, I only played from Finland's VPN and both countries are completely legal.

Thank you for your response. I need to clarify a few things to properly assess your case:

• When you registered your account at NV Casino, were you physically located in Sweden? Was your VPN turned off at that time, and were you able to access and use the casino normally from Sweden?
• When did you first experience problems accessing the casino from Sweden without a VPN? Did this happen before or after your first €97 withdrawal?
• What exactly happened when you tried to access the casino from Sweden without the VPN? Did you receive an error message, a country restriction, a redirect to another URL, or did the website simply fail to load?
• Before activating the VPN, did you try accessing the casino through a different browser or device?

I was in Sweden but their link on Google had apparently entered www.casino.nv/en and I was able to register thanks to that. When I then tried to log in it was casino.nv/se and it was blocked. I then tested with a VPN and it worked to deposit money and play. Then the casino verified me with activ VPN and approved a withdrawal of 97 eur with a VPN from Finland.

Without VPN it just said: players from your region is not allowed.

But they say that Swedish players are allowed to register and they also verified the account with my Swedish driving license and Swedish address.

Just got sidetracked when the google link put casino.nv/en or casino.nv.se-se. So by manipulating players with different web addresses they get around the gambling inspectorate's decision in Sweden. Found there that they banned nv casino from offering games to Swedish players.

Dear Goodtaste89,

Thank you for your clarification.

After reviewing the information you provided, we understand that you were physically located in Sweden while using the casino. You have also confirmed that, when you attempted to access the casino without a VPN, you received a message stating that players from your region were not allowed to play. This is the key point in our assessment. The VPN allowed you to bypass the casino's geographic restriction that prevented you from accessing the service from Sweden.

Therefore, this was not simply a technical connection issue. By using a VPN to access the casino despite the service being unavailable to you without it, you effectively bypassed the casino's country/IP restriction. This constitutes a breach of the casino's terms concerning the use of VPNs and/or the circumvention of geographical restrictions.

Based on the information available to us, we therefore cannot conclude that the casino acted unjustifiably by applying its terms in this case.

For the aforementioned reasons, we will now proceed to reject this complaint. 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.

Best regards,

Veronika