NV Casino - プレイヤーのアカウントは閉鎖されました。

I wanted to change my account details because I had accumulated a large amount of money, and after I tried to update my information, they blocked my account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which details you would like to change?
• Have you submitted correct personal information during registration or when filling out your casino profile?

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

Best regards

Veronika

Hello,

I have successfully completed the verification (KYC) process and my account was approved. However, I mistakenly entered an incorrect date when logging in.

I contacted support, and they informed me that the details cannot be changed. They also told me that in order to regain access to my account, my current balance would have to be removed and only my original deposit would be returned.

The balance in my account is a significant amount, and I do not believe this solution is fair, especially since my verification has already been approved.

I kindly ask for your assistance in resolving this matter in a fair way.

Hello,

I have successfully completed the verification (KYC) process and my account was approved. However, I mistakenly entered an incorrect date during the login process.

I contacted support, and they informed me that the details cannot be changed. They also mentioned that in order to regain access to my account, my current balance would have to be removed and only my original deposit would be returned.

The issue is entirely related to the login date, and my account balance is a significant amount. I do not believe this solution is fair, especially since my verification has already been approved.

I kindly ask for your assistance in resolving this matter fairly, without losing my balance.

Hello Giannisleon12

Can we please clarify several details:

1) What age are you?

2) What age were you at the date of registration?

3) What kind of mistake was made during inputting the DOB? (Typo/mis click or something else)?

Thank you for cooperation!

Regards

I am 18 years old now. At the time of registration, I was 16 years old.

When entering the date of birth, I used my mother’s details because I believed I would be able to change them later. I did not realize that this was not allowed.

Dear Veronika

We believe you've got the idea.

Casino, of course, according to T&Cs will refund the deposit.

But since the player lied and used 3rd party identity - the service will no longer be available.

Regards

Dear Giannisleon12,

Thank you for your replies and for clarifying the situation.

Based on the information you provided, you registered and played in the casino while you were under the legal gambling age and used another person’s personal details during registration. Please understand that this is a serious violation of the casino’s Terms and Conditions as well as standard regulatory requirements.

Online casinos are legally required to prevent underage gambling and the use of third-party identities. For this reason, when such situations are discovered, casinos are generally entitled to close the account and void any winnings obtained while the account was being used in violation of the rules.

In this case, the casino has confirmed that they are willing to refund your original deposit, which is considered a fair and standard resolution in situations like this.

Unfortunately, under these circumstances, we are unable to request that the casino restore your balance or reopen the account. Therefore, this complaint will now be rejected.

Thank you for your understanding.

Best regards,

Veronika