NV Casino - A retirada do jogador foi adiada e a conta bloqueada.

I won €820 and wanted to withdraw it. Then I got an email from the casino saying I had to upload documents for verification. I did this and a day later my account was blocked. I wrote to support and they said my details didn't match. I'm sure I entered my birthday correctly, they said. However, they said I entered 1/1/2002 instead of 1/6/2002. Now they only want to pay out an eighth and I feel completely ripped off.

Ich gewann 820€ und wollte diese auch auszahlen. Dann bekam ich eine E-mail des Casinos, dass ich noch Dokumente zur Verifizierung hochladen solle. Dies tat ich auch und ein tag später war mein Account gesperrt. Ich schrieb dem Support und dieser meinte meine Daten würden nicht übereinstimmen. Ich bin mir sicher, das ich mein Geburtstag richtig angegeben habe, sie sage. Jedoch das ich 1.1.2002 angegeben habe statt 6.1.2002. Jetzt wollen sie nur ein achtel auszahlen und ich fühle mich komplett verarscht.

Dear marianschmitz2002,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you’ve had with your withdrawal and the issues with your account verification.

To help us get a clearer picture of the situation and assist you more effectively, could you please provide the following details?

1. When you were asked to submit the verification documents, did the casino provide you with specific instructions or a list of what was needed?
2. Could you confirm if you received a confirmation from the casino after uploading your documents, or if there was any follow-up communication from them before the account was blocked?
3. Regarding the mismatch with your birthday, do you have any proof of the original details you entered, such as screenshots or emails, that might help clarify this issue?
4. Can you confirm the amount that the casino is now offering to pay out?

Your cooperation is vital to us, as we need these details to investigate your case thoroughly and find a fair resolution. The more information you can provide, the better we can understand what happened and assist you in getting the full amount you deserve.

Please feel free to forward any relevant communication or documents to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear marianschmitz2002,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.