NV Casino - Das Spielerkonto wurde gesperrt und die Gewinne wurden einbehalten.

I created an account at NV Casino. Had a small withdrawal of 97 eur. However, KYC was required, which the casino received. The withdrawal was approved. During this time I had problems with my browser that was struggling and I had a VPN that is activated automatically in case of connection problems. The casino said nothing about this when I made my withdrawal or verification. A few days later I play again on the site and in total I deposit 1900 eur. Then I manage to win on my last deposit and win 6000 eur. I play for about 400 eur and request a withdrawal of 5600 eur. I get an email that my VIP manager Valerie congratulates me and that this would be arranged smoothly and quickly

. When the withdrawal is to be approved, the casino blocks my account, says that the VPN violates their rules and confiscates the winnings. I find out that this was not allowed after 4 days after the withdrawal request on this larger win. I have tried 20 times to explain that it was only activated for technical purposes due to problems with my browser. The casino had full control of my identity and that it was allowed to play from Sweden. Now a Finnish web server was activated and the site managed to start working. Even that country is legal according to their site. They become very contradictory and say that I have broken the rules, which I had no idea about. I told the truth that a VPN was activated due to problems with my connection. Then the assets are completely blocked and they offer to reopen the account if I accept 250 eur?! It is disrespectful and humiliating that they first allow me to deposit 1900 eur and then also take my winnings of 5600 eur. How can they do that when nothing illegal has happened? I am so incredibly financially damaged by their actions and feel very bad mentally because of this. You can't act in this way. I demand that they pay me my winnings since they have received all my money. I suffer mentally and financially from this. I have no money now at all thanks to the casino doing this.

Jag skapade konto hos NV Casino. Hade ett mindre uttag på 97 eur. Dock krävdes KYC , vilket casinot fick. Uttaget godkändes. Under denna tid hade jag problem med min webbläsare som krånglade och jag hade en VPN som aktiveras automatiskt vid anslutningsproblem. Casinot sa inget om detta vid mitt uttag eller verifiering. Några dagar senare spelar jag återigen på sidan och totalt sätter jag in 1900 eur . Lyckas då vinna på min sista insättning och vinner 6000 eur. Jag spelar för ca 400 eur och begär uttag på 5600 eur. Får ett mail att min VIP manager Valerie gratulerar mig och att detta skulle ordnas smidigt och skyndsamt

. När uttaget ska godkännas spärrar kasinot mitt konto, säger att VPN bryter mot deras regler och konfiskerar vinsten. Får veta att detta inte var tillåtet efter 4 dagar efter uttagsbegäran på denna större vinst.Jag har 20 tal gånger försökt förklara att det ensast i tekniskt syfte aktiverats pga av problem med min webbläsare. Casinot hade full koll på min identitet och att det var tillåtet att spela från Sverige. Nu aktiverades en finsk webbserver och sidan lyckades börja funka. Även det landet är lagligt enligt deras sida. De blir väldigt motstridiga och säger att jag brutit not reglerna , vilket jag inte hade en aning om. Jag sa sanningen att det aktiverades en VPN på grund av problem med min anslutning. Då spärras tillgångarna helt och de erbjuder återöppning av kontot om jag accepterar 250 eur ?! Det är respektlöst och förnedrande att de först tillåter mig att sätta in 1900 eur sen även tar min vinst på 5600 eur. Hur kan man göra så när inget olagligt skett ? Jag är så otroligt ekonomiskt skadad av deras handling och mår mycket dåligt psykiskt av detta. Man kan ej få agera på detta sätt. Jag kräver att de utbetalas min vinst då de mottagit alla mina pengar. Jag lider psykiskt och ekonomiskt av detta. Har inga pengar nu alls tack vare att kasinot gjort såhär.

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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.

• Was your VPN enabled when you registered at this casino?
• Apart from Sweden and Finland, did you connect through your VPN using any other countries?
• Did you activate any bonuses while your real location was being masked by a VPN?
• Did you play any games while connected through a VPN from another country that were not available when accessing the casino from Sweden without using a VPN or any other IP-masking software?

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