Home Complaints Nordicasino - Player’s winnings have been voided.

Amount: €1,600

Nordicasino - Player’s winnings have been voided.

2.9/10 Very Bad reputation Submitted: 19 Jan 2020 | Unresolved : 10.02.2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

158 days ago - 10 Feb 2020

The player complains about the casino’s fairness. The casino accused her of betting over 30 percent of the current deposit. As a result, the casino confiscated the winnings.

Written by Satrio
Casino analyst and complaint specialist
Public

I have been playing with Nordi Casino for almost a month. i deposited over 2000€ together and I requested a withdrawal of overall 1600€. verification of my documents took over 10 days (which for wcery other casino is 1 or 2 days). After finally verifying my account, the casino head in 1340€ out of my 1600€ claiming it was won by irregular play— 30% or more gamble at the tome of your current deposit. That means you Cant bet 0.40€ when you have 1€ left??? The most ridiculous reason Ive heard and the obvious scam... I am Ok with the money I spent on gambling but stealing your wothdrawal... that oś just not fair play. Very bad casino.

Public

Dear Monika,

Thanks for submitting your complaint and I’m so sorry about your unpleasant situation. Could you please answer a few questions so that I can fully understand what the issue is? Firstly, did you play with a bonus? If yes, could you let me know which bonus it was? Also, could you please forward any relevant communication between you and the casino, especially with them accusing you of irregular play, to [email protected]? Thanks so much in advance for your reply.

Best regards, 

Satrio

Public

Sure, I wasnt playing with bonus, just deposit. 
Firstly, the casino declined my bonus claiming I wasn’t answering the phone and then when I did, they came out with that reason of irregular play. I will send you the chat transcript of you need it. I will see what do I have. Anyway at the moment they are keeping my withdrawal of the remaining 260€ and going through the verification process again..? It’s the first time  I experience such a bad way or dealing with the casino player. I’ve been playing in a number of online sites and normally they all kept the usual 2-5 days of verification + withdrawal process. This one is just annoyin, going on since 7/01.

Public

Hi Monika,

Thanks for your reply. Yes if your could send me chat transcript to my email ([email protected]) it would be great. I have contacted the casino representative asking about this issue, hopefully, they will get back to us soon.

Regards,

Public

Hi, 

I believe I sent the chat screens over ear this week. 
I spoke to the casino and they explained that in their terms and conditions there is a point of irregular play saying that you cannot bet more than 30% of your recent deposit. So if you have deposited let’s say 20€ then you won 100€ and you now have 120€, you still cannot bet on single bet 7€ as it’s more than 30% of your last deposit. In my case they declined the withdrawal as I bought the bonus feature of 8 spins on extra chilli slot, which they count as single bet.. 

 

Public

We would like to ask the Nordic 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’.

Public

Dear Monika,

The casino is being unresponsive to our queries and unfortunately, we are forced to mark the complaint as ‘unresolved’.

I am very sorry that I could not help much. We hope that they care about their online reputation and will try hard to resolve your case in a fair manner.

Best Regards,