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I made 2 deposit to casino and try to withdraw. They verified my KYC and after i try to withdraw money they blocked my account and say that i have more than one account. I do not have two accounts. Now they agree to unlock the account if i agree to give them all my money and they will leave me 50eur. I have screenshots

Dear Simassle,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing with your withdrawal and account access.

We have received the screenshots and communication you mentioned — thank you for sharing them. To move forward, could you please clarify a few additional details for us?

• How much was the total amount you deposited and how much were you trying to withdraw before your account was blocked?
• Have you ever previously registered or played on any other account with this same casino in the past?

If it’s more convenient, you can also forward any additional information or documents directly to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I made two deposits each 500eur, and after some playng i tried to withdraw 1000eur

As far as i remeber i did not have any accounts in their casino. I asked proof from their support and then they turned off the live chat.

Dear Simassle,

Thank you very much for your prompt reply and for clarifying the details of your deposits and withdrawal request.

I would now like to invite the Casino representative to comment on this situation and provide their side of the story, along with any supporting evidence regarding the allegation of multiple accounts.

If needed, you may also forward any additional communication or documents directly to me at [email protected].

Thank you in advance for your cooperation.

Yes this is my email. When was the last time it was used to log in ? Even if i ever used this account to play in your casino i forgot about it and created a new one. I don't see why this should be the case to block my account with money inside, after you let me play with my "second" account. When i lose you dont have any problem even if i have had 10 accounts

Dear Simassle

Your first account was created on 30.04.2025 19:46:55 (UTC), the last activity - 30.04.2025 19:46:55 (UTC)

The deposit was made, the welcome bonus received.

The second account (in dispute) - created on 18.01.2025 19:25:36 (UTC).

The deposit was made, the welcome bonus received.

This breaches the T&Cs of teh casino.

Regards

Dear NV Casino Team,

Thank you for your reply and for providing the registration details of both accounts.

Based on the information you shared, it appears that the first account was created on 30.04.2025 at 19:46:55 (UTC), whereas the second account (the one currently in dispute) was created earlier, on 18.01.2025 at 19:25:36 (UTC).

This sequence suggests that what you are referring to as the "first account" was actually created after the account now in dispute. Furthermore, according to your records, the first account was active only for a very short period of time on the day it was opened, with no subsequent logins or activity.

Thank you in advance for your clarification.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Petronela,

All of the above is correct, but still breaches the T&Cs of the casino. Multiple accounts were created, bonuses received, that is a true shame the anti-fraud dept. discovered this fact only now.

Please do let us know on the following steps suggested by CasinoGuru

Regards

Dear NV Casino Team,

Thank you for confirming the details. We fully understand that rules regarding multiple accounts and bonus eligibility are important and must be respected. At the same time, our role here is to try to reach a fair outcome for both sides.

• Could you please double-check whether the first account was in fact created in April 2024 rather than April 2025?

If this is the case, it would mean the player had not used your services for a significant period of time before registering the disputed account in January 2025. This gap in activity could explain why the player may not have remembered the earlier registration — particularly if there was no system warning at the time of creating the second account.

We also agree that the welcome bonus is intended only for first-time users, which is not the case here. For that reason, it would seem reasonable to exclude the bonus amount from any payout. However, we believe that allowing the player to receive their legitimate winnings (minus the initial bonus amount) would represent a balanced and fair solution.

• Could you also clarify whether the winnings in question were generated directly from the welcome bonus on the second account, or from any other one-time bonus, or if they were accumulated through regular play with the player’s own deposits?

This distinction is important for us to understand the situation more clearly.

We kindly ask you to consider this proposal and let us know your view.

If i had remebered that i have verrified account in your casino why would i create a new one and do verrification process one more time ? That was just a mistake that i registered one more time. The amount i tried to withdraw is not winnings its exactly same amout as i deposited. This amount does not include any money from bonus. Thank you.

Greetings, Petronela

Apologies for a delay in reply

The "first" account (in dispute) was created on 18.01.2025 19:25:36 (UTC)

The second - 30.04.2025 19:46:55 (UTC)

Kind regards

Dear NV Casino Team,

Thank you for clarifying the account creation dates. Could you also please respond to my second question regarding the nature of the winnings? Specifically, were they generated from the welcome bonus attached to the disputed account, from any other promotional bonus, or solely from the player’s own deposited funds?

Thank you in advance.

Dear Petronela,

No, the winnings were not generated from the bonus.

Kind regards

Dear NV Casino Team,

Thank you for confirming that the winnings in question were not generated from the bonus. This is an important clarification.

In light of this, we would like to reiterate our suggestion to resolve this case in a balanced way. We fully understand that the incentives offered through your welcome bonus are intended strictly for first-time users and should therefore be excluded from any potential payout on a duplicate account. However, since the winnings were accumulated through the player’s own deposited funds and not through the use of these incentives, we believe that allowing the player to receive their legitimate winnings — minus the value of any incentives / bonuses that may have been wrongly granted — would represent a fair and proportionate solution for both sides.

We kindly ask you to review this proposal and let us know whether you are willing to proceed accordingly.

Thank you in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Petronela,

The casino offers 50% of the requested amount in this case.

So that the player will have 500 EUR available.

Kind regards

Hello Petronela and NV. I agree to your proposition. Thank you

Greetings,

The account is now fully accessible, the balance was adjusted.

Kind regards

Dear NV Casino Team and Simassle,

Thank you very much for your cooperation and for reaching a mutual agreement.

We appreciate the casino’s gesture to offer a 50% payout and thank the player for accepting this proposal.

Simonas, please let us know once you have successfully withdrawn the €500 from your account so that we can confirm everything was completed as agreed and mark the case as resolved with the adjusted disputed amount of €500.

Good morning. Withdraw is still pending.

Hello,

According to our records, the withdrawal was completed at 18.10.2025 17:24:18 (UTC)

Regards

Hello. I saw that withdraw is completed. But still did not receive it. Will notify when i reveive it. Thank you

Good morning. I received payment. Thank you Petronela and NV

Dear Simassle,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (link here), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela Kontos

Casino.Guru