The player from Germany faced account blockage due to a typo in her last name, despite having her correct name on her identification document. She deposited €10 and won €250, but the casino refused to pay out €200, citing the name discrepancy. We asked for clarification and the casino later confirmed the issue was resolved. Her account was unlocked, the last name was corrected, and the withdrawal was successfully processed.
NV Casino - Player’s account is blocked due to a name typo.
Resolved
Our verdict
Case closed
Amount: €200
NV Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks ago
Translation
My last name was misspelled on my casino profile due to an unintentional typo. It was simply a typo. My correct first and last name are clearly visible on my identification document. I did not intentionally provide any false personal information.
I deposited €10 of my own money and then played with it, winning a total of €250. The casino has blocked my account and is refusing to pay out €200, even though it was simply an unintentional typo in my last name.
I request Casino Guru's assistance in resolving this case and that the casino re-examine the payout of my legally obtained funds.
Automatic translation:
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3 weeks ago
Important notice:
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Stay safe.
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3 weeks ago
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 the situation.
- Could you please specify the typo you made when entering your personal information in your casino account?
- Did you make any other typos or errors apart from the one in your surname?
- When did you first notice the typo in your name? Did you contact customer support to have it corrected before attempting to withdraw your winnings?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
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3 weeks ago
TranslationYes, my problem has now been completely resolved. My account has been unlocked, my last name has been corrected, and my withdrawal has been successfully processed. Thank you so much for your help!
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2 weeks ago
Dear dominikawlodarczak,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
