NV Casino - Player's account is closed with a disputed balance.

NV Casino – Disputed Account Closure and €4,618 Real-Money Balance

I am submitting this complaint against NV Casino regarding the blocking of my account in October 2026 due to an alleged duplicate account.

I registered my account on 21 March 2025 and have only knowingly created and used one NV Casino account.

In October 2026, NV Casino accused me of having a second account allegedly registered on 31 March 2025. I strongly dispute having created, accessed or controlled this second account.

The casino informed me that the alleged duplicate account had an email address containing "gmai.com" instead of "gmail.com" and a phone number ending in 2851, whereas my actual number ends in 2850.

NV Casino subsequently confirmed that neither the email address nor the phone number associated with the alleged duplicate account had been verified.

The casino claims that both accounts were verified using the same identity documents. According to the casino, my main account was verified on 31 March 2025 and the alleged duplicate on 7 April 2025.

However, despite my requests, the casino has not yet provided the registration, login, device or identity verification records explaining how the second account was created and linked to me.

For approximately 18 months, I used my main account without receiving any warning about an alleged duplicate account. During this period, the casino accepted deposits and processed withdrawals, including successful withdrawals totalling €1,329 on 31 March 2025.

In October 2026, I requested a withdrawal of €3,500. My last documented real-money balance was €4,618, with €0 in bonus funds. I have a screenshot confirming this balance and did not place any further bets afterwards.

Following the withdrawal request, NV Casino restricted withdrawals and required an additional photograph showing my face, passport and my NV Casino account with the account ID visible in the background.

I complied with this request and notified the casino through Live Chat. The representative told me that the information would be forwarded to the relevant department.

The following day, my account was blocked. This was the first time I was informed about the alleged duplicate account.

NV Casino subsequently offered to unblock an account on the condition that only €1,000 would remain available. I did not accept this offer.

The casino insists that its decision is final and refuses to reconsider the account closure.

I submitted a GDPR data access request for the relevant account registration, login, device and identity verification records. NV Casino acknowledged the request and indicated that processing could take up to 60 days. The requested records have not yet been provided.

I respectfully request Casino Guru's assistance in reviewing whether my account was justifiably blocked, obtaining substantiated evidence regarding the alleged duplicate account and seeking the restoration of my account.

I also request the restoration of my documented €4,618 real-money balance or payment of all funds rightfully owed to me.

I am prepared to provide screenshots of my balance, payment history, verification requests and correspondence with the casino.

Thank you for reviewing my complaint.

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Dear Egidijus123456,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this 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.

Karla M.