NV Casino - Player's withdrawal is restricted.

I have a balance of 1000 EUR on my NV Casino account. When I tried to withdraw my funds, the casino blocked my withdrawal functionality, accusing me of violating terms by using a VPN.

I strictly state that I have never used a VPN, proxy, or any other location-altering software while accessing or playing on this website. I have always logged in from my home country, Lithuania. I believe this is a technical mistake on their end (likely due to a dynamic IP or mobile network routing) or an unfair excuse to withhold my legitimate winnings.

Currently, I still have access to my account and can see my 1000 EUR balance, but the withdrawal feature is restricted. The casino refuses to cooperate. I am fully ready to undergo any additional KYC verification, video verification, or provide official ISP statements to prove my local IP address history. Please help me get my funds back.

The casino claims that on June 3rd, my account logged in from another country. I completely deny this. I have solid, official proof (bank statements of physical purchases in Lithuania) showing that on June 3rd, I was physically present in Lithuania. I am ready to provide all these official documents to the Casino Guru complaints team to prove that the casino's system has a technical error or is falsely accusing me.

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.

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Hello,

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

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

• Could you please explain whether you played from home using a single device? What device have you been using?
• Could you please specify which games you played? Which game led to the most significant win?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, I write email to you

Dear HulligaNz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear NV Casino,

Thank you for providing the initial information regarding this matter.

Dear HulligaNz,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

Based on the information provided by the NV Casino representative, it appears that Germany was selected as your country during registration, and your address was not completed properly.

Could you please explain why this information was entered in this way? Also, please confirm whether you are willing to complete the KYC verification process.

Best regards,

Kubo

Yes I can do KYC, I registered in NV casino when I Worked in Germany, but last time then I be in Germany is 2026-04-03, so from April 4 I in Lithuania

Dear HulligaNz,

Could you please also explain why you mixed up Germany and Lithuania when completing your personal information during registration? Please review the message posted by the casino representative for reference.

Thank you.

Because, I don't registered a Germany adress then I lived, so I registered half, but I wanted to change it later, but it wouldn't let me.

Dear NV Casino,

I have sent you an email with some additional inquiries and look forward to your response.

Thank you for your cooperation.