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I am being asked for proof of salary over and over again , i gave them a bank statement with 32 pages. For the proof of income i do bot work . They are trying to keep me from withdrawing.

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Dear Lafi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Greetings,

According to our records, the KYC is fully completed

Kind regards

I made 9 thousand euro they blocked my account with the reason i had 2 accounts , and for good will they gave me back 500 euros these are a bunch of thieves.

Dear Lafi

Can you please clarify the subject of the complaint? Is this a verification issue or about the duplicating account?

Regards

i made that account by accident , and you guys chose to give me a hard time and remembered suddenly when i won 9000 euros and never remembered that i have two accounts when i have been depositing over 4 thousand euros. I will go to the right authorities for this.

And this will be solved after i am re inbursed all of the money i have deposited not just 500 euros.

Dear Lafi

Please do let us know if anything else will be required from our side, we are at your disposal.

Kind regards

Nothing else, just my money back i want. You can keep the 9 thousand.

Dear Lafi,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I got 1600 euro back from the seized 9000

Greetings,

As per the moment being, the player does not have any active/pending withdrawal requests.

The balance is zero (0)

Kind regards

Yes because you guys chose to seize my 9 thousand euro!

Dear Lafi, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

I have deposited a lot of money. The seized 9000 of real cash which i need not just a part of my money that i deposited

I have passed everything but this casino keeps on making excuses not to pay my money!

Kindly as the casino to credit my winnings , and we can close this matter.

Dear Lafi,

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, Hadi, (hadi.a@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,

Karla Mayfly

Dear Lafi,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from NV Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear NV Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

They seized 9000 euros from me!

Dear Hadi

"Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal."

---> we do not observe any delays in withdrawal approval and/or processing.

Kind regards

The issue is i want my money that i won not 1600 euros. I won 9000 euro and you guys took them from my account.

Dear Lafi,

Thank you for your continued patience. To help us better understand your case, could you please clarify the following:

When did you create the second account, and what was the reason for doing so? Was it intentional or did it happen by accident, for example by registering with a different email address?

Was the second account actively used for deposits and gameplay, or was it largely inactive?

Which account did you use when you won the €9,000?

Did the casino ever contact you about having two accounts prior to blocking your withdrawal?

Dear NV Casino,

Thank you for your continued cooperation. We have reviewed your Terms and Conditions regarding duplicate accounts and would like to ask a few questions before drawing any conclusions.

When exactly did you become aware that the player had two accounts?

Were both accounts active and used for deposits and gameplay, or was one largely inactive?

Was any action taken regarding the duplicate account prior to the player's withdrawal request, or was this only flagged at the point of withdrawal?

Could you also confirm the total deposit amounts across both accounts and provide a breakdown of why specifically €1,600 was returned out of €9,000?

We look forward to your responses from both parties.

Best regards,

Hadi

They were aware of the duplicate after i had i had deposited more than 100 times and when i won the 9000, the other account was by accident it has been inactive for a long time i used the one that i played all the time .the casino has never contacted me about that.

Hello Hadi,

When exactly did you become aware that the player had two accounts?

--> 30.03.2026 14:52:43 (UTC) ;

Were both accounts active and used for deposits and gameplay, or was one largely inactive?

-- both accounts were active, both opted for bonuses;

Was any action taken regarding the duplicate account prior to the player's withdrawal request, or was this only flagged at the point of withdrawal?

-- it was flagged upon the withdrawal request;

Could you also confirm the total deposit amounts across both accounts and provide a breakdown of why specifically €1,600 was returned out of €9,000?

--> according to T&Cs of the casino, the casino could forfeit the entire amount. But as a sign of good gesture - the 500 eur remained on the account.

Hope this helps

Regards

Hello,

Thank you for your response.

I understand your position regarding the duplicate account. However, I would like to emphasize that I was allowed to deposit and play for a long time without any warning, and the issue was only raised at the withdrawal stage.

I respectfully believe that a higher refund would be fair considering these circumstances.

I kindly ask you to reconsider and increase the offered amount so we can resolve this matter.

Thank you

Dear NV Casino,

Thank you for your response. To help us assess this case fairly, could you please provide the following:

The total deposit amounts across both accounts separately, along with the total bonus amounts claimed on each account. Please send supporting evidence to hadi.a@casino.guru.

The exact amount that has been returned to the player so far, as there appears to be a discrepancy between the 500 EUR mentioned in your response and the 1,600 EUR the player states they received.

How long the second account had been active before it was flagged, and the date it was originally created.

Best regards,

Hadi

Dear Hadi

The total deposit amounts across both accounts separately, along with the total bonus amounts claimed on each account. Please send supporting evidence to hadi.a@casino.guru.

-- > would you kindly explain how this is relevant? Since the T&Cs of the casino are breached and casino acted strictly according to the rules, that the player accepted at registration (at both accounts)

The exact amount that has been returned to the player so far, as there appears to be a discrepancy between the 500 EUR mentioned in your response and the 1,600 EUR the player states they received.

--> the player was granted 500 euros.

How long the second account had been active before it was flagged, and the date it was originally created.

--> registration: 29.01.2026 23:48:04 (UTC), account block: 30.03.2026 14:51:48 (UTC) 

It makes 59 days, 15 hours, 3 minutes, 44 seconds

Hope it helps

Kind regards

I would like to clarify that I have received a total of €1600, not €500.

Additionally, I was allowed to deposit and play for nearly two months without any warning about duplicate accounts.

I believe this should be taken into consideration when evaluating a fair resolution.

Thank

Dear Lafi

In that case - it's good news, right?

Regards

Hello, could you please clarify what exactly has been resolved? From my side, the issue is not fully completed yet. I will confirm once everything is finalized. Thank you.

Pardon Lafi

We do not completely understand you.

The casino offered 500 eur to be credited onto your balance, you took the offer and in the same time claim that you received 1600 eur (instead of 500). Is that correct?

Thank you!

Hello,

Thank you for your message.

To clarify, I have received a total of €2100 from the casino (€1600 + €500). There seems to be some confusion regarding the amounts mentioned.

However, I would like to add that I was allowed to deposit and play for a long period of time without any warning about duplicate accounts, and the issue was only raised when I requested a withdrawal.

For this reason, I believe the current amount is not a fair resolution, and I kindly ask for a higher refund of my deposits.

Thank you for your assistance.

Hi!

The final decision of the casino was to leave 500 eur on your account, since you received even more mistakenly or whatever - that is, in our belief, is more the fair.

Regards

Hello,

Thank you for your response.

I understand your position. However, I would like to respectfully request reconsideration regarding my deposited funds.

I was allowed to deposit and play for a significant period of time without any warning about duplicate accounts. If I had been informed earlier, I would have corrected the issue immediately.

For this reason, I kindly ask if it would be possible to refund a larger portion of my deposits so that we can close this matter fairly for both sides.

Thank you for your time and assistance.

Dear NV Casino,

Thank you for your continued cooperation. We acknowledge that having duplicate accounts is a breach of your Terms and Conditions, and we want to ensure we assess this case fairly for both sides.

To help us do that, could you please confirm what email address was used to register each account, and share any evidence showing how the duplicate was identified?

Best regards,

Hadi

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.

Hello Hadi,

Sorry for the delay in a reply.

Account #1.

E-mail: lafiti**na@icloud.com

First Name: A**nd

Last Name: Basha

Account #2.

E-mail: tilaf53**@gmail.com

First Name: A***nd

Last Name: Basha 11

Hope this clarifies the matter

Kind regards

Dear Lafi,

Thank you for your patience throughout this process.

After reviewing all the evidence, we are unable to support your claim. The two accounts were registered under different email addresses and different names, which indicates the duplicate was not accidental. Both accounts also had active bonuses, which further complicates the position.

Having two accounts is a clear breach of the casino's Terms and Conditions, and on that basis, the casino was within their rights to forfeit the winnings. We do acknowledge that the duplicate was only flagged at the point of withdrawal after nearly two months of activity, and we understand why that feels unfair. However, given how the second account was set up, that timing alone is not enough to override the breach.

The casino has returned €2,100 and has been cooperative and responsive throughout this thread. We consider that a reasonable outcome under the circumstances, and for these reasons we will be closing this complaint as rejected.

Dear NV Casino,

Thank you for your cooperation and transparency throughout this process. The way you engaged with this case made a fair assessment possible, and we appreciate that.

Best regards,

Hadi