The player from Germany successfully played and made a withdrawal at NV Casino, but her account got blocked shortly after, with claims of another existing account using the same documents. She insists she only has one account and seeks assistance in retrieving her winnings.
NV Casino - Player's account has been closed.
NV Casino
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Case summary
4 days ago
Public
Visitor
Public
5 days ago
Translation
I have played there several times and there were never any problems and now I made a withdrawal yesterday evening and since this evening my account has been blocked, according to the employee I have another account where supposedly the same documents are, but I only have one account with the email: g*****schme********** [email protected] and I don't have any other one, especially because I save all my login details, no matter which site, and at NV Casino there is only one and I don't think it's okay that they are denying me the money that I legally won!
Please help me because I really need the money.
Best regards
J. N******
Edited by a Casino Guru admin
Automatic translation:
Public
Head of Complaint Resolution Center
Public
4 days ago
Dear jessicaneubert,
Thank you very much for submitting your complaint. I’m sorry to hear about the sudden account block and the issues surrounding your recent withdrawal at NV Casino.
To help us understand your case better and proceed accordingly, could you please clarify a few points:
- Have you received any official written explanation from the casino about the alleged duplicate account? If yes, could you kindly forward that communication to [email protected]?
- Do you recognize any other possible accounts that may have been created in your name in the past — perhaps unintentionally or by someone else using your documents?
- Did you ever share your device, internet connection, or payment methods with anyone else who may have registered at NV Casino?
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
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