The player from Hungary had her withdrawal of 199,012.09 HUF refused due to alleged VPN use, which she denied. She stated that all her logins were from her real IP address and requested either her withdrawal to be processed or technical proof of the VPN usage claim. The complaint was marked as resolved by the player, indicating that the issue had been addressed to her satisfaction. No further details about the resolution were provided. We closed the case as resolved based on the player's confirmation.
NV Casino - Player's withdrawal has been delayed due to alleged VPN use.
Resolved
Our verdict
Case closed
Amount: 199,012 Ft
NV Casino
Safety Index 8.7 HighCase summary
Discussion
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3 months ago
Helló,
My 199,012,09 HUF ,withdrawal was refused due to,alegged VPN use.I never used a VPN or proxy.All logins are from Hungary (real IP: 79.121.99.13). The Brussels IP (35.206.149.17) on 20 Jan 2026 occurred when my phone switched to mobile data during a power outage. KYC is complete, no bonuses used, winnings from normal slot gameplay.
I request the withdrawal to be paid or technical proof of VPN use.
Sincerely,
Melinda Gaspar
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months 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 your situation.
- Have you filled out your profile with full and correct personal information, including your country of residence?
- Have you ever experienced any issues accessing the casino website or your player account without using a VPN?
- Has the casino specified which countries you allegedly accessed your account from while using a VPN?
- Have you ever logged into your casino account from abroad?
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
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3 months ago
Translation
Dear Veronica
thank you for your quick reply.
I sent my reply to your email address.
Automatic translation:
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Zmano14,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
