The player from Germany deposited 200 Euros into his casino account, received a bonus, fulfilled its conditions, and won 4100 Euros. However, he is unable to log into his casino account even after contacting casino live chat. The player also alledged his account was accessed by a third party and part of the balance was played down. The player later confirmed the 2480€ left on his account was paid out to him successfully.
Nevada Win Casino - Player's casino account is inaccessible after winning from a deposit bonus.
Amount: €2,480
Nevada Win Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
9 months ago
Translation
I deposited 200 Euros into my Nevadawin account on 19th July 2023, and received a 200 percent bonus.
I read carefully through the bonus conditions before this.
After successfully fulfilling the conditions, I was able to win 4100 Euros by 20th June 2023, which I now want to withdraw.
Before you can request a withdrawal, it is necessary to verify your account.
I've sent all verification documents for my account to the casino, but have yet to receive a response.
To my dismay, on 21st June 2023, I discovered that I was unable to log into my Nevadawin account.
Instantly, every alarm was ringing for me as this is not a good sign when one is unable to log in or if the account is locked.
I then contacted their live chat service, which suggested I should write an email.
I did so, but I still remain without a response as to why I can't log in.
Automatic translation:
Public
Public
9 months ago
Dear bernd30,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nevada Win Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did the casino inform you about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
9 months ago
Translation
Could you please let us know how long you have been playing at the casino and when exactly was your account blocked?
the account is about 1 year old.
on 21.7. I couldn't log in anymore
How did the casino inform you about the suspension of your account?
I didn't find that out by accident when I wanted to log in
cheek not to inform the player about this while he has more than 4000 euros in credit
What games have you played to accumulate your current casino balance? (Slots, Live Games, Multiplayer)
coins (hacksaw gaming) marching legions (relax gaming)
both games were allowed according to the bonus conditions
Furthermore, games that are not allowed are automatically blocked
message: this game is not possible to play with an active bonus
Automatic translation:
Public
Public
9 months ago
Translation
I changed my password and was able to log in again successfully.
I would ask you to drop this complaint until verification and payout is complete.
Automatic translation:
Public
Public
9 months ago
Thanks for the update.
Understandably, I'll keep the complaint open until you receive your winnings. Please let me know if you need any further assistance regarding the verification or the withdrawal. I'll await news from you.
Public
Public
9 months ago
Translation
I still haven't received a reply 1 week after I sent all the documents for verification.
Automatic translation:
Public
Public
9 months ago
Translation
I've had the problem for about 5 days that a person I don't know logs into my nevadawin account and plays
I have antivirus software on my computer but it doesn't find any viruses or malware and I don't know how to protect myself against unauthorized access to my account.
Also, I have not shared my nevadawin password with anyone.
Although I have now changed my nevadawin password several times, the stranger has been able to log into my account several times and is doing spins in the casino.
i also changed my email password where i am registered with nevadawin
it didn't help anything.
I originally had a balance of 4100 euros
it dropped to 3500 euros in the meantime it is currently 3846 euros
the stranger makes spins on 10-15 euros at marching legions and plays for 5-15 minutes and then plays again the following day although i have previously changed my nevadawin password
I could see this in the bet history
I have now informed the casino of this and asked them to help me and that on my account first
once no more bets can be made.
I need urgent help!!!
Edited
Automatic translation:
Public
Public
9 months ago
Translation
The person I don't know has illegally gained access to my account again today and played 400-600 euros in bets on my account.
the credit is now at 2481 euros.
although i emailed the casino 3 days ago not to allow any more bets on my account, the casino has not responded and is not helping me.
I'm fix and ready with the nerves.
I can't request a payout more than 10 days after I've sent all the documents
i have changed my password more than 5 times also my email password.
Several anti virus and anti malware programs installed everything without success.
Automatic translation:
Public
Public
9 months ago
Thanks for the update.
I am sorry for your ongoing problems.
Could you please advise send me your betting history from the moment the issue occurred? My email is tomas@casino.guru
Are you able to check your login history with the details of where your account was accessed from? Is your account currently accessible to you?
Sensitive attachment
Sensitive attachment
9 months ago
Translation
how should i send the betting history?
this one can be seen in my nevadawin bet history but how should i send it?
there are hundreds of spins that i haven't done
here is a screenshot from the last spins
Unfortunately, I cannot find a registration history with nevadawin
i can currently access my account but need to constantly renew my password
as soon as the person I do not know logs into my nevadawin account, the old password no longer works and I have to create a new password so that I can access my account again
The casino is also not willing to help me. I received the following answer by email
Unfortunately we don't have the possibility to block your bets.
We strongly advise you to check that nobody can access your computer.
We remind you that you have the responsibility to keep your account safe and private.
I'm still not verified after more than 10 days of waiting, which is why I can't request a payout
Automatic translation:
Public
Public
9 months ago
Translation
updated
my account is now verified
I have now applied for the remaining balance of 2480 euros to be paid out.
So there is currently a total of about 1600 euros missing
Automatic translation:
Public
Public
9 months ago
Thanks for the update, bernd30.
I hope your withdrawal will be processed smoothly. Please let me know about the result.
I apologize, but in the event that your login has been compromised, there is limited action that we can take. Regrettably, cyber crimes are becoming increasingly common, and our best advice to all players is to exercise additional caution with regard to suspicious emails and safeguarding their login details.
Could you please forward the authorization journal (logs showing from which IP addresses the player is accessing their casino accounts) to tomas@casino.guru?
You can usually find this information in your player profile information or request the information from support.
Thank you very much in advance for your reply.
Public
Public
8 months ago
Please keep me informed and let me know when you receive it. Please also let me know when your withdrawal is processed and the money reaches your account.
I'll await your reply.
Public
Public
8 months ago
Thank you for your patience.
I checked the log but could not conclusively find anything out of the ordinary.
Unfortunately, we won't be able to help regarding the issue. The player is ultimately responsible for the security of their casino account.
Could you please advise if your withdrawal was completed successfully? Has the money reached your bank account?
Public
Public
8 months ago
Translation
the remaining balance of 2480 euros was paid out
Automatic translation:
Public
Public
8 months ago
Dear bernd30,
Although we were unable to help you figure out the issue with unexpected bets, I'm glad to hear that your withdrawal was processed successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
Please disable your AdBlock