NV Casino payout refused

I played at an online casino (NV Casino).

The registration process initially went smoothly: I created an account, logged in, and played. During account creation, I had to provide my first and last name, among other things. I didn't enter my full legal name, but only abbreviated versions (the first three letters of my first name and the first two letters of my last name).

This had nothing to do with the later verification process, but was solely for account creation and the display name in the profile. The email address and mobile phone number were correct and legitimate. The reason was simply to handle sensitive personal data with care.

I then made a deposit and initially won nothing.

However, after a second deposit I made a very high profit:

With a stake of €0.60, I achieved a profit of 8,333 times my stake, resulting in a total balance of approximately €5,000 in my account.

When I wanted to withdraw the money, the casino required full verification, which I carried out without any gaps:

Identification document (front and back)

Selfie with ID

Bank statements (including address, rent payment visible)

Bank card (front and back)

I have submitted all requested documents completely and correctly.

After much back and forth, it was finally announced that the verification was complete.

Subsequently, NV Casino informed me that the winnings would not be paid out, on the grounds that I had only provided abbreviations during registration and not my full first and last name.

They only offered to refund the amount I had deposited (partly as a "goodwill" or "loyalty"), but not the winnings of approximately €5,000.

I consider this approach illegitimate.

In my understanding – and also from experience with other online casinos (e.g., Wunderino) – it's not uncommon for the display name or the name provided during registration to differ from the legal name, as long as identity is clearly verified. In these cases, winnings were paid out regularly despite the different names.

However, here the complete, successful verification is subsequently ignored in order to avoid paying out the winnings. To me, this seems like a pretext to evade payment.

The casino is based in Curaçao, which makes legal enforcement more difficult.

My central question to you is therefore:

Is this approach legally permissible – or is it a fraudulent or at least unfair business model?

Hello.

Firstly, I would like to make sure which casino exactly this concerns, so please post a URL of it here. This is because we have experienced that many times situations happened in some scam casinos and not real ones, you know.

Then I would like to ask you, when registering, did it ask you to write your full first and last name, please?

If yes, you always have to write it correctly to avoid such issues you experience now.

It is different if it says to write the login than if it says to write the first and last name.

Imagine a situation, for example, where you go to some bank, or hospital, or somewhere where they ask you to write your name and surname, and you write only a few first letters. Do you think you would move forward like this? 🤷‍♀️

Please let us know how it really was so we can review the whole situation better.

It's about NV Casino. Yes, I was asked to provide my first and last name. But I then went ahead and fully verified my identity with all the necessary documents. And I'm sure they only did that because I had a big win of around 8300x. They've now only added €30 to my balance and taken the remaining €5015. I honestly find that quite fraudulent.

Website: nv72.casino.de

So to understand it completely, you signed up with only initials, then the casino verified your account with all the documents from you, and then you won? Is that right?

I registered with my initials. Then I deposited money, played, and won. Afterward, I requested a withdrawal, verified my identity with all the necessary documents, and they told me they wouldn't pay out the winnings because I had only provided my initials as my first and last name. They then removed €5,015 from my account, leaving only €30 (my original deposit). In my opinion, they're scammers.

Sorry, I thought that you said that you passed the verification.

I'm not sure if our complaint team will be able to help you out here, to tell you the truth, but you can try to file a complaint and explain everything there, if you wish. 🤷‍♀️

Once the casino has fully verified you, I see no reason why the casino would deny you the money.

The casino's actions contradict the successful verification.

And I strongly assume that you were successfully verified afterwards. Otherwise, they wouldn't have offered you the €30 compromise.

So yeah bro, you're right.

They won't pay you the money because of a lie... 😅

Yes, that's exactly it. I was absolutely certain I was going to be ripped off.

The support team even tried to justify it 😂

I think we can close this topic and the moral of the story is: don't gamble at NV Casino unless you want to get ripped off 🥴

I registered with Betlabel on Friday. I made a test withdrawal of €10 and €100. The money was credited within 5-10 minutes.

If you're not there already.