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I won 1500 euros at NV casino.. I sent all the required documents and they delayed them and asked me for more and now they have blocked my account on the pretext that I have other accounts and that is not true.. they even said that they would leave me 20 euros in my account.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning, in the past I had played free spins from well-known influencers.. but I didn't win anything.. I won the 1500 euros with my own money as I deposited 100 euros to play.. i.e. without a bonus... my identification was not completed and as I was uploading the amount of my winnings they asked for other documents.. as soon as I had reached 1500 euros and I sent them a message to see my documents as I had uploaded everything as they asked me, suddenly they sent me an email that I have other accounts, something which is obviously not true..

Καλημέρα σας στο παρελθόν είχα παίξει από γνωστούς ινφλουενσερ δωρεάν περιστροφές.. δεν κέρδισα όμως κάτι.. τα 1500 ευρώ τα κέρδισα με δικά μου χρήματα καθώς έβαλα 100 ευρώ για να παίξω.. δλδ χωρίς μπόνους … η ταυτοποίηση μου δεν είχε ολοκληρωθεί και όσο ανέβαζα το ποσό του κέρδους μου ζητούσαν και άλλα έγγραφα .. μόλις είχα φτάσει στα 1500 ευρώ και τους έστελνα μνμτα για να δουν τα έγγραφα μου καθώς τα είχα ανεβάσει όλα όπως μου τα ζήτησαν ξαφνικά μου έστειλαν ένα email ότι έχω και άλλους λογαριασμούς κάτι το οποίο δεν ισχύει προφανώς ..

I only played in casinos, that is, slot machines.. now I just saw an email from no casino that I had other accounts, which is not possible, and they told me that they would leave me 20 euros... my card was never used by anyone else, I have never made other accounts.. it was simply an excuse from this particular casino not to give me the money because the amount was large.. others who won a lot of money have made the same complaints, so all this is not a coincidence.. I ask this particular casino to open my account and credit me with the money.

Έπαιζα μόνο σε καζίνο φρουτάκια δηλαδή.. τώρα μόλις είδα και ένα email πο την no casino ότι είχα και άλλους λογαριασμούς κάτι το οποίο δεν είναι εφικτό και και μου είπαν κ ολας ότι θα μου αφήσουν 20 ευρώ… η κάρτα μου δεν χρησιμοποιήθηκε ποτέ από άλλον δεν έχω κάνει ποτέ άλλους λογαριασμούς.. απλά ήταν μια πρόφαση από το συγκεκριμένο καζίνο για να μη μου βάλουν τα χρήματα γιατί ήταν μεγάλο το ποσό.. ίδια παράπονα έχουν κάνει και άλλοι που κέρδισαν αρκετά χρήματα οπότε όλο αυτό δεν είναι τυχαίο.. παρακαλώ από το συγκεκριμένο καζίνο να μου ανοίξει τον λογαριασμό και να μου πιστώσει τα χρήματα

No, there is no such email.

Οχι δεν υπάρχει τέτοιο email

This email doesn't exist... no one has taken my ID or card to put my details into any casino account

Αυτό το email δεν υπάρχει… δεν έχει πάρει κάποιος ούτε την ταυτότητα μου ούτε την κάρτα μου για να βάλει τα στοιχεία μου σε κανέναν λογαριασμό καζίνο

To nv casino

Did that email you sent me include my details? Did it upload my ID? Did it send my card?

I don't believe it because no one has access to my information except me... If he has entered my information, send me proof...

When I made my own account, how did I do it? I had no problems and now suddenly I have a problem with an email that does not belong to me? Before I bet my money, why didn't you inform me? Why didn't I have any problems during my registration?

Everyone can put whatever name they want, the issue is, did they send you proof? Did they send you a card that belongs to my name? Did they send you account statements? I did this through my bank... when I registered, why did you accept it then if my details were already there, I wouldn't be able to register, it would say that the account already exists

Προς nv casino

Αυτό το email που μου στείλατε έχει βάλει τα στοιχεία μου; Έχει ανεβάσει την ταυτότητα μου; Έχει στείλει την κάρτα μου;

Δε το πιστεύω γιατί κανείς δεν έχει πρόσβαση στα στοιχεία μου πέρα από εμένα … Αν τα έχει βάλει τα στοιχεία μου στείλτε μου αποδείξεις…

Εγω όταν έκανα τον δικό μου λογαριασμό πως τον έκανα; Δεν είχα κανένα πρόβλημα και τώρα ξαφνικά μου παρουσιάστηκε ένα πρόβλημα για ένα email που δε μου ανήκει; Πριν στοιχηματισω τα χρήματα μου γιατί δεν με ενημερώσατε;Γιατί δεν είχα κάποιο πρόβλημα κατά την εγγραφή μου;

Ο κάθε ένας μπορεί να βάλει ότι όνομα θέλει το θέμα είναι σας έστειλαν αποδεικτικά; Σας έστειλαν μια κάρτα που να ανήκει στο όνομα μου; Σας έστειλαν κινήσεις λογαριασμού; Εγώ τα έκανα αυτά μέσω της τράπεζας μου… όταν έκανα εγγραφή γιατί το δεχτήκατε τότε αν υπήρχαν ήδη στοιχεία μου δε θα μπορούσα να κάνω εγγραφή θα έλεγε ότι ο λογαριασμός ήδη υπάρχει

Yes, I have sent you a photo of it so you can keep it. I have sent you a statement from my e-banking and a screenshot. I can send you any other information you want about the card. We can even make a video call to show you.

Ναι σε εμένα σας την έχω στείλει φωτογραφία να την κρατάω εγώ σας έχω στείλει κίνηση λογαριασμού από το e banging μου και σκριν.. ότι άλλο στοιχείο θέλετε για την κάρτα μπορώ να σας το στείλω.. ακόμα και βίντεο κλήση κάνουμε να σας την δείξω.

So you're telling me that this email entered my details and made a deposit from my card? Please send me proof that this account did something like that.

Δηλαδή μου λέτε πως αυτό το email έβαλε τα στοιχεία μου και έκανε κατάθεση από την κάρτα τη δική μου; Παρακαλώ στείλτε μου αποδεικτικό ότι αυτός ο λογαριασμός έκανε κάτι τέτοιο

Dear Theanomar

You can check out your card statement for 21.11.2025 18:55:33 (UTC) - amount 10 eur.

Same iPhone used as well

Regards

There is no transaction on the date you say the only 10 euros I see is for novibet

I think I'm addressing Nvcasino.

Δεν υπάρχει καμία συναλλαγή την ημερομηνία που λέτε τα μόνα 10 ευρώ που βλέπω είναι για τη novibet

Εγώ νομίζω απευθύνομαι στην Nvcasino

I mean, I really can't understand a tidis put his email and my details in, paid with my card and when I made the account or he put the same names in, logically you accepted it.. no other casino would accept something like that, they would say that the details already exist, logically.. how did you accept someone doing something with my details? I put my email and my details in and paid with the card that has my name on it.. supposedly that's why we put our details in and send whatever papers are needed and put in our card that has our name on it to protect ourselves from the casino.. if that's the case, I can make deposits with any card I can find and let it not be in my name. Would you accept that? No.. no casino would accept it

Δηλαδή πραγματικά δεν μπορώ να καταλάβω ένας tidis έβαλε το email του τα στοιχεία μου πλήρωσε με την κάρτα μου και όταν έκανα εγώ τον λογαριασμό ή αυτός βάλαμε τα ίδια ονόματα λογικά εσείς το δεχτήκατε .. κανένα άλλο καζίνο δε θα δεχόταν κάτι τέτοιο θα έλεγε ότι τα στοιχεία ήδη υπάρχουν λογικά.. εσείς πως δεχτήκατε κάποιος να κάνει κάτι με τα δικά μου στοιχεία; Εγώ έβαλα το email μου τα στοιχεία μου και πλήρωσα με την κάρτα που αναγράφει το όνομα μου .. υποτίθεται γ αυτό βάζουμε τα στοιχεία μας και στέλνουμε ότι χαρτιά χρειάζεται και βάζουμε την κάρτα μας που αναγράφει το όνομα μας για να προστατευόμαστε από το καζίνο.. αν είναι έτσι κ εγώ να κάνω καταθέσεις με οποία κάρτα βρω και ας μην είναι στο όνομα μου. Αυτό θα το δεχόσασταν; Όχι.. κανένα καζίνο δε θα το δεχόταν

Dear Theanomar

Please mind, technically the First Name and the Last Name are different, since they were input in different languages. Also, same IP address used, there is absolutely no doubt this is your second account, and the support staff acted accordingly.

Regards

And then why are you offering me 20 euros if I have two accounts?

Και τότε γιατί μου προσφέρεις 20 ευρώ αν έχω δύο λογαριασμούς;

And since it's illegal like that... my dad could be my husband and he wants to open an account that's illegal like you claim to put money in from me... what does my account have to do with the other one?

Και αφού είναι έτσι που είναι το παράνομο.. εμένα μπορεί να είναι ο μπαμπάς μου ο άντρας μου και να θέλει να κάνει λογαριασμό που είναι το παράνομο όπως ισχυρίζεσαι να βάλει χρήματα από εμένα .. τι σχέση έχει ο δικός μου λογαριασμός με τον άλλον;

Did the other account play bonus?

I'm taking back the money I put in the casino.

Ο άλλος λογαριασμός έπαιξε μπόνους;

χηταω πίσω τα χρήματα που έβαλα στο καζίνο

Please I have contacted you by email, please update me regarding our issue.

Παρακαλώ έχω εποικονωνησει με email ενημερώστε με σχετικά με το ζήτημα μας

Hello everyone

Thank you both for your replies.

Dear NV Casino representative,

Could you kindly send me evidence confirming that the player created and used more than one account at your casino? You can forward it to my email address - kristina.s@casino.guru. Thank you very much for your cooperation.

Greetings,

The proofs were provided

Kind regards

Hello everyone,

Thank you, NV Casino representative, for providing the evidence.

Theanomar, we reviewed the evidence provided by the NV Casino Team, and we can confirm that multiple accounts were indeed created by the same person.

We believe that the casino acted in compliance with their General T&Cs:

5.6. You are permitted to open only a single account (Main) on the Website. Any additional account opened on the Website will be considered a "Duplicate Account." We are entitled to immediately close all Duplicate Accounts, as well as the Main account, and:

5.6.1. All transactions made from the Main and/or Duplicate Account will be invalidated.

5.6.2. All stakes or deposits made using the Main and/or Duplicate Account will not be refunded.

5.6.3. Any deposits, winnings, or bonuses obtained during the period the Duplicate Account was active will be forfeited and may be reclaimed by us. Any funds withdrawn from the Main and/or Duplicate Account shall be returned to us upon request.

Given these findings, we are unable to assist further and must reject your complaint.

For future reference, we strongly advise you to adhere closely to the casino’s Terms and Conditions and avoid any actions that could be interpreted as attempts to gain an unfair advantage, such as creating multiple accounts. Such activities can lead to serious consequences, including account suspension and forfeiture of winnings. Ensuring full compliance with the casino’s rules helps protect your account and supports a fair and enjoyable environment for all players.

Thank you for your understanding. We regret that we could not provide a more favorable outcome. Should you experience any other issues with this or another casino in the future, please don’t hesitate to contact our Complaint Resolution Center - we are always here to assist you.

Best Regards,

Kristina