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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 tomas@casino.guru, 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 (igor.p@casino.guru). 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.