NV Casino - Ο λογαριασμός του παίκτη έχει κλείσει και τα κέρδη έχουν κατασχεθεί.

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Hello,

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 specify what the typo in your date of birth was, and when you noticed the mistake?
• When did you inform the casino about the mistake, and when were your documents approved?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

1993.11.20 Instead of 1993.11.02, the registration line was entered, which was an automatic typo.

During checkout, they notified me that the date of birth in my profile did not match the documents I uploaded. At that point, I asked them to correct it because there was a typo.

I Didn't Play With a Bonus at All. Or I Won!!

I can send more photos of the speakers if needed, but I sent you an email with more photos.

1993.11.20 Helyet 1993.11.02 lett megadva a regisztráció soron ami egy automatiks gépi elírás keletkezett .

kifizetés során értesítettek hogy a profilomba levő születési nap nem egyezik a feltöltött okmanyaimal. Ekkor kertem őket hogy javítsák mivel elírási hiba történt.

Egyaltalán Nem bonusszal Játszottam. Illetve Nyertem!!

tovabbi fotókat is küldök a beszelgetesekről ha szükséges de küldtem önnek e-mail további fotókról

I would like to know if there is any progress regarding the case.

Érdeklődni szeretnek hogy van e valami fejlemény az ügyel kapcsolatba

Dear B.Tomi931120,

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, Igor ([email protected]). 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,

Tomas

Dear B.Tomi931120,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the NV Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a NV Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

thank You

Greetings,

The player provided a wrong DOB, which breaches teh following terms:

"5.4. 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 were unable to find any request to support re the change of DOB prior to Deposit/Gameplay.

Hope this clarifies.

Regards

Nv kaszino

"It is a clear double standard that unverified profile details and minor typos are completely ignored by the casino during deposits, yet the exact same typo is immediately used as a justification to void funds as soon as a withdrawal is requested."

Hello, B.Tomi931120

If you do not like/appreciate the offer by casino - the account may remain permanently blocked. This is your choice.

Kind regards

Dear NV Casino,

The incorrect registration detail appears to be a minor and immaterial mistake. The available evidence indicates that the player’s identity documents were approved, and no bonus abuse, multiple accounts, underage gambling, or other unfair advantage has been demonstrated.

While the casino may decide to close the account, We (Casino Guru) do not consider confiscation of the player’s legitimate balance proportionate solely because of this mistake. I therefore ask the casino to reconsider its position and arrange payment of the full legitimate balance. If the casino maintains the confiscation, please identify any independent material harm or unfair advantage caused by the incorrect information.

Thank you.

Dear Igor,

While we cannot comment on CasinoGuru’s internal assessment procedures, NV Casino handles all player accounts in strict accordance with the Terms and Conditions accepted by each player upon registration.

It is correct that the player’s documents were accepted. Identity verification is an essential regulatory and security measure, particularly because an online casino cannot verify a player’s identity in person. However, successful KYC verification does not override or invalidate the remaining provisions of the Terms and Conditions.

In this case, the player did not contact Customer Support or request clarification before making the deposit and participating in gameplay. Therefore, after reviewing the relevant circumstances and the applicable Terms and Conditions, the casino’s decision remains unchanged.

Consistent application of the agreed rules is essential to ensuring fair and predictable treatment of all players. Making exceptions retrospectively would undermine that consistency.

We therefore respectfully ask CasinoGuru to reconsider its decision, taking into account that the relationship between the player and the casino must be governed by the Terms and Conditions accepted by both parties.

Kind regards

Dear Nv Casino

I didn't think and didn't see during registration that I entered it incorrectly and I think -

Unfair burden on the player: Expecting a player to contact customer service to "clarify" the general terms and conditions before each deposit - after they have already successfully completed their KYC - is unreasonable and contrary to industry practice.

2. Duty of care and prevention: The casino accepted my documents (KYC) and allowed my deposit and play without any warnings or technical restrictions. If there had been a breach of conditions that would have essentially excluded me from playing or depositing, their system should have blocked the transaction in the first place.

3. Good faith: I completed the KYC verification in good faith and based on their approval, I had a right to assume that my account was fully suitable for normal play. The practice of allowing a player to deposit and gamble and then retroactively applying a restriction after the money has been spent/won is unfair.

Tisztelt Nv Kaszinó

Nem gondoltam és nem láttam a regisztráció során hogy tévesen adtam meg és úgy gondolom -

Méltánytalan teher a játékoson: Elvárni egy játékostól, hogy minden egyes befizetés előtt felvegye a kapcsolatot az ügyfélszolgálattal az általános feltételek "tisztázása" érdekében – miután a sikeres azonosításon (KYC) már átesett – ésszerűtlen, és ellentétes az iparági gyakorlattal.

2. Gondossági és megelőzési kötelezettség: A kaszinó elfogadta a dokumentumaimat (KYC), és engedélyezte a befizetésemet, valamint a játékot bármiféle figyelmeztetés vagy technikai korlátozás nélkül. Ha olyan feltételszegés történt volna, amely alapjaiban zárt volna ki a játékból vagy a befizetésből, a rendszerüknek eleve le kellett volna tiltania a tranzakciót.

3. Jóhiszeműség: A KYC azonosítást jóhiszeműen teljesítettem, és a jóváhagyásuk alapján joggal feltételeztem, hogy a fiókom teljes mértékben alkalmas a normál játékra. Az a gyakorlat, hogy engedélyezik a játékosnak a befizetést és a szerencsejátékot, majd a pénz elköltése/megnyerése után visszamenőlegesen érvényesítenek egy korlátozást, tisztességtelen.

Dear B.Tomi931120,

You stated above that the KYC process had been completed successfully. Could you please provide a screenshot of the email confirming that your verification was approved?

To resolve this matter fairly, if you provide the requested confirmation, no sanctions or restrictions will be applied to your account.

Thank you for cooperation!

Regards

Dear B.Tomi931120,

Thank you for providing the screenshot.

Although the individual documents are marked as approved, the overall verification status is clearly displayed as "Incomplete." The accompanying notice also confirms that the documents were still pending review and that additional submissions could be requested.

Therefore, this screenshot does not constitute confirmation that the KYC process was successfully completed. Please provide the email notification confirming the successful completion of your verification. If you are able to provide such confirmation, no sanctions or account restrictions will be applied.

Regards

What email address should I send it to?

Milyen e-mail címre küldjem

Dear B.Tomi931120

Please kindly present the screenshot in here.

Regards

When they reported that I had entered my date of birth incorrectly, I asked you to change it, as it was a typo. And you did not comply with this. I understand that you also have a rule, but I confirmed everything with real documents.

Amikor jeleztek hogy helytelenül adtam meg a születés napomat kertem önöket változtassák meg , mivel egy félre írás volt. És ennek nem tettek eleget. Értem hogy van önöknél is egy szabály de valós dokumentumaimal igazoltam mindent .

I do not have a separate email notification saved, as I assumed the verification was complete when all uploaded documents showed 'Approved' status on the platform. If the overall status remained 'Incomplete', please specify exactly which document is missing or requires re-submission so I can provide it immediately and finalize the KYC process.

Dear B.Tomi931120

Unfortunately, the KYC check section clearly states - "Incomplete." 

None of the screens above indicate this as well.

Also, any player who completes the KYC receives an email - the real proof, that the verification is complete.

Sorry we were unable to help you.

Regards

Every single required document (ID, Payment Proof, Proof of Address, and Selfie with Documents) has been reviewed and explicitly marked as "Approved" (Jóváhagyott) in green.

The notice on top clearly confirms: "Uploading all required documents was successful. Please wait while we review them."

 have submitted all requested files, and your system accepted every one of them. I never received a final verification email simply because the casino's system/team did not trigger the final status update, despite approving all individual documents.

It is unfair to demand an email confirmation that was never dispatched due to the casino's own system process, especially when all four verification categories show as fully approved.

If there is any additional document required beyond the four already approved categories, please explicitly state what it is so I can provide it. Otherwise, my KYC process should be considered complete.

Dear B.Tomi931120

The KYC is incomplete due to difference within the personal details provided at registration and documents.

Regards

I don't really agree with it. Because in a conversation they wrote to me that this could be improved.

Nem igazán értek vele egyett. Mivel egy beszélgetésben azt írtak nekem hogy ezt lehet javítani

Dear NV Casino,

We have discussed this case internally at Casino Guru and carefully reviewed the casino’s position.

Based on the available information, the incorrect registration detail appears to have been a genuine typographical mistake rather than an intentional attempt to provide false personal information. The casino has not demonstrated that the mistake gave the player any unfair advantage.

If there was no other wrongdoing on the player’s side, we remain on the player’s side in this matter. Although we understand the importance of consistently applying the Terms and Conditions, we believe that confiscating the player’s legitimate balance solely because of this minor mistake is disproportionate.

We therefore expect a more player-friendly approach and ask the casino to reconsider its decision so that this complaint can be resolved successfully. Unfortunately, if the casino maintains its current position and no evidence of additional wrongdoing is provided, we will have no alternative but to close the complaint as unresolved.

Dear Igor,

We appreciate Casino Guru’s careful review of this case and respectfully acknowledge your recommendation.

Nevertheless, the player registered the account in breach of the casino’s Terms and Conditions. Furthermore, this matter extends beyond the initial incorrect registration detail. The player explicitly stated that the KYC process had been successfully completed. However, the evidence subsequently provided by the player clearly showed that the overall verification status remained incomplete.

The player therefore made a materially false statement and attempted to mislead both Casino Guru and the casino regarding the status of the verification process. In these circumstances, we cannot consider the matter to be limited to an innocent typographical error.

Following a final internal review, the casino has decided to refund all funds deposited by the player without delay. Once the refund has been processed, the player’s account will be permanently closed, and the player will no longer be permitted to use the casino’s services.

We consider this resolution fair and proportionate, as it ensures that the player does not suffer a loss of their deposited funds while allowing the casino to enforce its Terms and Conditions and protect the integrity of its verification procedures.

Kind regards

Dear NV Casino,

Thank you for your update.

Could you please specify the refund amount the player will receive?

I wasn't trying to mislead anyone. I thought the customer identification was successful because it was green under my uploaded documents. Or it was approved and that's why I thought it was successful. I'm sorry.

én nem próbáltam félre vezetni senkit. Én azért gondoltam azt hogy sikeres volt az ügyfél azonosítás mivel a feltöltött dokumentumaim alatt zöld volt.vagy is jóvá lett hagyva és ez által gondoltam azt hogy sikeres volt sajnálom

Hi, Igor

The amount to be withdrawn - HUF 77,500

Kind regards

I received this. But I would like to update my date of birth now so that I can use the payment method smoothly in the future.

Ezt meg is kaptam . De szeretném frissíteni most a születési datumomat hogy zökkenőmentes mentesen tudjam majd a későbbiekben használni a kifizetest

I wrote to the NV casino website and they are offering 10,000 HUF again.

Írtam az nv kaszinó oldalán és újból 10.000 Ft ajánlanak fel

Meanwhile, I notified them and it was sorted out.

Közben jeleztem feléjük és már rendeződött

The payment is pending, but I still see it on my bill.

Függőben van a kifizetés viszont ugyan úgy látom a szamlamon

Greetings,

According to our records, the player received their funds. The account is now permanently blocked.

Regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear B.Tomi931120,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor