NV Casino - Player's account is facing verification issues.

In relation to my game at NV Casino, the case is as follows.

I entered the site, registered and deposited 100 BGN. In the process of playing, I won 40,000 BGN.

In parallel with this, a verification process is underway. I submitted the requested documents to the casino. After a few days of waiting, I received an email:

My answer:

Today I receive these messages:

For me, this is unacceptable behavior, since neither during the registration process nor at any time have they required me to enter a date of birth. Only during registration is there a field where you mark that you are over 18 years old. Please help. These are fraudulent and unfair practices. Have a nice day!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NV Casino.

I checked the website and found that this information is requested from you upon registration:

Please allow me to ask you a few questions so I can better understand the situation.

• When did you register an account in the casino?
• Could you please specify which date of birth you registered with and which is your correct date of birth?
• Did you achieve your current balance with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

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I registered about 10 days ago. I didn't want to enter my date of birth when registering. I checked and this is what happened to me:

There is no benefit to me lying about my date of birth (I am sending documents). The casino team simply does not want to pay me this amount.

Hello all,

As our support operator explained, in order to be able to play for real money, it requires filling out a profile and indicating the date of birth. 

Player provided the wrong DOB. There is no indication the player attempted to contact support for a data change before opting for the bonuses and gameplay whatsoever.

Hope this clarifies.

Kind regards

The question is that nowhere was I asked for my date of birth. Why should I look for a support person when I don't know there was a problem. Now I'm looking for support so that we can clarify the case and get my honestly earned money back.

Hello, vuzunov9623

So, what information did you provide at the website?

Is it only e-mail address?

Thank you for your cooperation!

Regards

Everything we asked for. Why don't you just pay me back the money?

Just as stated above,

You were requested all the data before launching the game. It is technically and legally impossible not to collect the personal data.

Kind regards

That's right, your behavior is not legal.

I'm sorry to say it, but I feel cheated.

I have another question, according to you I entered the wrong data. Why didn't you report the problem to me after you noticed it, but directly blocked my access to the account. And you set a condition that you would only return 1000 BGN of the 40000 BGN I won?

Dear Casino representative,

Could you please clarify which date of birth the player registered with, and which date of birth was indicated on the player's documents?

Please let me know.

I want to add. When I played at NV Casino and won the amount in question, I bragged to a friend. He also registered on the site and deposited 50 leva and won about 700 leva.

I talked to him and he also confirmed that he was not asked for his date of birth. He even wondered why the casino even bothered with this data. If you want, I can invite him to the discussion about the complaint to confirm what he said.

Dear Tomas,

The difference is within the month of birth.

Regards

Thanks to both parties for your reply.

Dear casino representative, could you please specify which month was entered according to your records in the player's profile and which month was submitted on the player's documents?

Looking forward to your reply.

Dear player,

Based on the information gathered, we are unable to pursue the case further. The casino's terms and conditions are as such:

5.4. You certify that you have provided accurate, complete, and true information about yourself upon registration and will promptly update any registration information that may have changed to maintain its accuracy. Where the information is not provided, or is deemed to be incomplete, inaccurate, or outdated at any time, the Company reserves the right to suspend the account registration and treat any subsequent deposits to the Player’s account as invalid, with any winnings arising from such deposits being void, and may result in account closure, limitations, or voiding of transactions.

Unfortunately, by providing incorrect personal information, you breached one of the main rules of online gambling, even if it was by accident. It would be impossible for you to verify your account, and we believe the casino acted in compliance with their General T&Cs. I can only recommend that you be more careful next time and double-check all the information you fill in your player profile.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.