NV Casino - Player's winnings are confiscated over name issue.

Title: Confiscation of winnings due to the use of a diminutive name when registering an account.

Description:

I am filing a complaint against NV Casino (licensed in Curacao). I deposited funds, played fairly and won a total of PLN 90,000. After submitting a withdrawal request, the casino blocked my account and refused to process the withdrawal.

They justified this by the fact that I used the abbreviated version of my name "Tom" instead of the full form "Tomasz" during registration. However, I would like to point out that using the abbreviated form of my name ("Tom" instead of "Tomasz") does not constitute misrepresentation of identity, as it is a commonly used diminutive of my name. I submitted all the required KYC documents (passport, proof of address, etc.) that clearly confirm my identity, but the casino still claimed that this was a violation of point 5.4 of the regulations regarding "true and complete personal data".

I was then offered to unblock my account only if I gave up all my winnings, leaving me with only PLN 5,000 as a "gesture of goodwill". I believe this is a dishonest and unethical practice, bordering on extortion.

I have reported the matter to the Curacao Gaming Control Board (GCB), however they do not deal with individual complaints. That is why I am asking for help and publicity to Casino Guru. If necessary, I can provide screenshots of correspondence with the casino, proof of my identity.

Dear tomaszm,

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 advise how long you were a player at the casino and when exactly your account was blocked?
• Were your other personal information details correctly input in your player profile?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• If there is any other supporting evidence you wish to submit, share screenshots here or provide the information to my email at tomas@casino.guru

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Subject: Re: NV Casino Complaint – Answers to Questions

Dear Tomas,

Thank you for your quick response and involvement in my case.

I registered at NV Casino on March 11, 2025. The win also occurred on the same day, but the account was blocked almost immediately after the withdrawal request was submitted, i.e. March 14, 2025.

All other personal data was entered correctly and is consistent with the submitted identity documents. The only element challenged by the casino was the use of the name "Tom" instead of the full version "Tomasz". (Details in email no. 10 from NV Casino).

I won a total amount of PLN 90,000 by playing only slot machines – specifically in the PLINKO game.

I did not use any bonus or promotion. The entire amount was won from playing with my own funds - I have attached a confirmation of payment.

I am also sending screenshots of the correspondence with the casino and documents confirming my identity in the attachments. The casino offered to unblock the account only on the condition that I give up PLN 85,000 in winnings, leaving me with only PLN 5,000 as a "gesture of goodwill". I consider such action highly unethical and dishonest.

Finally, I would like to emphasize once again that using a shortened form of the name ("Tom" instead of "Tomasz") does not constitute misrepresentation of identity, as it is a commonly used diminutive. Similarly, "Kris" and "Krystian" are considered the same person. "Tom" and "Tomasz" are also the same identity.

Thank you for your help and I count on your continued support.

Yours sincerely, Tomasz ****

I am sending all the evidence I have to your email.

Thank you very much, tomaszm, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello tomaszm,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite NV Casino to join the conversation and participate in the resolution of this complaint.

Dear NV Casino,

Can you please comment on the situation? Is the abbreviation of the player's name the only reason for the confiscation of their winnings?

Kind regards,

Adam

Dear Adam and Tomasz,

We completely understand that using shortened or familiar forms of names—such as "Tom" instead of "Tomasz"—is quite common in everyday life. However, as a regulated gaming operator, we are legally obligated to verify all player details exactly as they appear on official identification documents.

This is a standard compliance requirement designed to protect both our players and the platform, and it’s very similar to what you might experience when opening a bank account or renting a car. In those situations, providing a nickname or abbreviated version of your name would not be accepted—and the same applies here.

In addition one of the most strict rules was violated: 

".4. You certify that you have provided accurate, complete, and true information about yourself upon registration and will promptly update any registration information that may have changed to maintain its accuracy. Where the information is not provided, or is deemed to be incomplete, inaccurate, or outdated at any time, the Company reserves the right to suspend the account registration and treat any subsequent deposits to the Player’s account as invalid, with any winnings arising from such deposits being void, and may result in account closure, limitations, or voiding of transactions."

We do emphasise, that the player never attempted to correct the mistake before gameplay. 

The max casino can do - is to meet in the middle. 

Kind Regards

Ladies and Gentlemen,

Thank you NV Casino for your quick response, but I would like to respond to the arguments presented.

According to the Casino Rules (section 5.4):

5.4. The User certifies that he/she has provided accurate, complete and true information about himself/herself upon registration and will promptly update any registration information that may have changed in order to maintain its accuracy. In the event that information is not provided or is found to be incomplete, inaccurate or outdated at any time, the Company reserves the right to suspend the registration of the account and treat any subsequent deposits into the Player's account as invalid and any winnings resulting from such deposits are void and may result in the closure of the account, restrictions or voiding of the transaction.

In connection with the above, I would like to emphasize that I have fully complied with the indicated regulatory requirements:

In accordance with the first sentence of the quoted point - I immediately updated my data by sending documents for verification the very next day after I created the account, i.e. on 11/03/2025. The evidence is the attached screenshots from the chat with NV Casino support and confirmation of sending the documents in the player panel.

On March 12, 2025, I received information from you about the need to send more legible documents – to which I immediately responded by re-sending the required files.

In accordance with the second sentence of the quoted point – all information and documents were provided correctly and promptly, and I maintained regular contact with your website.

Therefore, I would like to clearly state that:

I have never acted in bad faith,

I have complied with the Regulations, immediately updating and confirming my data,

My identity has been fully confirmed – and has never been falsified,

On March 15, 2025, you asked me to take a photo with an ID document in front of an open account – which I did. I understand that this was an action aimed at additional confirmation of identity and verification of the account owner.

I do not want to be perceived by you as a person acting dishonestly. All my actions clearly confirm that I have fulfilled my obligations in accordance with the Regulations.

Referring to an excerpt from your answer:

"This is a standard compliance requirement designed to protect both our players and the platform, and is very similar to what you might experience when opening a bank account or renting a car."

I agree that the identity verification process is crucial for the safety of players and the operator. However, I would like to note that I do not know of a financial institution that would reject a positively verified identity solely because of the use of a shortened form of the name (in my case "Tom" instead of "Tomasz"). If the data contained in the identity document is consistent and unambiguous - such a difference should not be a basis for refusing to provide services.

This is precisely why the verification process was created, to resolve such inconsistencies – and to check whether the use of a diminutive name is the result of an attempt to conceal data or is simply a natural, everyday abbreviation that does not undermine the user's identity.

I would also like to point out that I did not find any detailed information regarding the storage and use of personal data on the NV Casino website. The information published on the website is general, including the prevention of financial fraud, money laundering, and preventing minors from registering accounts. Despite asking in the chat, I only received a general answer that the data is used for verification purposes - without further explanation. Therefore, the use of the form "Tom" was, in my opinion, a form of minimal protection of personal data at the registration stage, until full verification, which took place immediately after the account registration.

I consider blocking the account and making its unblocking dependent on giving up most of the winnings – despite full compliance with the verification process rules – to be a disproportionate action and contrary to the spirit of the Regulations.

I am asking you to unblock my account and allow me to freely dispose of the funds that I have earned in accordance with the rules applicable on the platform.

To sum up: Blocking the ''Expert 17150/with 20000 points'' account, confiscating the winnings, and then proposing to "meet halfway" has nothing to do with reliable action and the principles of honesty, especially since you refer to the Regulations, which I myself did not violate in this situation.

I trust that NV Casino will approach the matter responsibly and be fair to its loyal user. Only transparency, respect for the player and consistency in applying their own rules can build trust in the platform - and this, I believe, should be a common goal for both you and the gaming community.

Thank you for your additional comments, tomaszm.

Hello NV Casino,

While I understand that it is important for players to provide the correct information and be able to verify themselves, I also understand that the player wouldn't consider this information to be considered incomplete, and certainly not inaccurate.

If it is the only information that is not completely correct in the eyes of the casino, I would assume it is still possible to verify the player according to all of the other information that has been provided by them. Consequently, I believe it would be a fair approach for the casino to accept that this could be an easy and genuine oversight, allow for the data to be amended in the casino account and restore the player's balance.

Kind regards,

Adam