NV Casino - Pelaajan tili on suljettu ilman selitystä.

Hello,

I am formally requesting clarification regarding the blocking of my account and the status of my remaining balance of approximately PLN 1,000.

I understand that the first name on my profile was entered incorrectly as "Martas" instead of "Marta". This was an obvious typing error and was not an attempt to provide a false identity or impersonate another person.

My identity was successfully verified using my genuine identity document. Furthermore, my deposits were made using my own payment account, which is consistent with my verified identity. I also used BLIK from the same bank account.

Therefore, there is clear and verifiable evidence that the account belongs to me and that I am the rightful owner of the funds.

I was informed by your live chat that, instead of restoring my existing account, you would allow me to open a new account and provide PLN 200.

I do not agree to treating this matter as if I were attempting to create or use a fraudulent account. I had one account, my identity was verified, and the only issue was a typing error in my first name.

Before I consider opening any new account, please provide a written explanation:

On what specific provision of your Terms and Conditions are you relying to block my existing account?

On what basis are you refusing to correct an obvious typing error after my identity has been verified?

What will happen to the approximately PLN 1,000 currently held on my account?

Please confirm in writing that my funds will not be forfeited as a result of this typing error.

Please explain why opening a new account is being proposed instead of correcting the personal information on my existing verified account.

I am fully willing to complete any additional identity verification you require.

I request that my case be escalated to the relevant KYC/Compliance department and that I receive a written response regarding my existing balance.

I do not consent to the closure of my existing account or the forfeiture of my funds without a clear explanation and identification of the specific contractual basis for such action.

Kind regards,

Marta

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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.

Did you make any other errors or typos when filling out your casino profile, or is the error in your first name the only mistake you made?

Did you accumulate your winnings with or without a bonus?

What types of games did you play to accumulate your winnings?

Was your account blocked immediately after the KYC process was completed?

Please send me all the communication between you and the casino's customer support regarding the closure of your account, as well as any communication regarding the alleged second account, to veronika.f@casino.guru.

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

Dear Ms. Weronika,

Unfortunately, I am unable to provide you with the correspondence because my account was blocked without any prior notice.

I contacted customer support because I was having an issue with making a withdrawal. The representative I spoke to via chat told me that the problem might be caused by a typo in my name — "Martas" instead of "Marta". This was the only error in my account details.

My account and documents had already been verified a long time ago. The verified documents included my identity document and my bank account details. I had also previously made a transfer to NV Casino from the same bank account to which I wanted to withdraw the money.

I do not remember exactly which game I was playing, but I believe it was Trump Bonanza. I was not playing with a bonus. I deposited PLN 500 and won another PLN 500, so I had PLN 1,100 in my account in total. I then played another PLN 100, leaving PLN 1,000 in my balance.

The next day, I wanted to check whether I could finally make the withdrawal, as the representative in the chat had told me that they would correct the error in my profile and that, once it was approved, I would be able to withdraw my funds.

Unfortunately, when I logged in, I found that my account had already been blocked.

I would therefore appreciate an explanation of the reason for the blockage and clarification of what is required from me to resolve this issue and withdraw my funds.

Kind regards,

Marta

Please, help

Dear Marciaaaa

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, Michal (michal.v@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,

Veronika

Hello Marciaaaa,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear NV Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal