Arctic Casino - Player is frustrated with withdrawal limit and delay.

This casino is kind of modus i mean all of the online casinos except norsktipping in norway works like modus. If you ever tried to won jackpot on a normal casinos they pay you at that time. But these online casinoes except from norway will take you weeks or months to be paid. Completely unfair. Lately i started to win 112000 NOK from this arctic casino i withdrawed it and is in pending. I kept on playing more until i won 2662000 with a total of 2772000 wins. I talked with the customer service how can i withdraw this winnings in one time and they replied that i have to wait for the withdrawal to be accepted for about 24 to 48 hours and daily limit is 112000 NOK. Totally unfair. They could at least have me redirect to there team where they will offer me to withdraw the money on one time and not to be able to wage again. I did not see on this casino or other casinoes. It seems like the prize money for these casinos are still manipulating to collect and once they have they will pay it such a shame. All of my winnings went down as i continued playing. I decided to withdraw when it reached 666000 NOK but was i cannot withdraw anymore because they were missing documents for verification. What a shame. The first time i withdrawed and they allow it and the second time they dont. Its like a modus and yes they do have 30% rakeback for all my bets but i only used a small of it. Imagine 30% of 2770000 i got only 4000 on rakeback. What a shame

Dear har1010,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the general terms and conditions, and this is what I found (here):

The maximum withdrawal amount processed to a player is €10,000 per day, €25,000 per week and €100,000 per month (or local currency equivalent), unless otherwise specified in the Terms & Conditions of a specific promotion.

Did you receive any explanation why your winnings have been split into installments? How much is your active balance now? Have you accumulated your winnings with or without an active bonus? Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear har1010,

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.

Hi,

I did not have bonus. Its actual real money that i bet. Yes i do receive the explanation about splitting installments on my winnings and that is not my point. My point is if you ever for example won a huge jackpot on online casinoes would you the customer be happy always withdraw your winnings for a month? Can they just at least bring me up to there finance department and say that they will lock the winnings themselves and pay the money to me directly. This is how the norsk tipping is doing not on the other silly casinoes which gives a doubt for the player not safe. We have some coversation online from the help support but none of it can be transferred on my emails. Did a request but nothing happpens. Here is the stupid thing i was able to make deposit and withdrawals on the 1st stage and when i won more i keep the 112000 nok withdrawn. I got frustrated on why i cant get all my winnings at once or they could make arrangements for me on how they would like to me withdraw my winnings. None of it happened til i continued betting and lose. I decided to play again the 112000 nok and began to won again til it reached 666000 on a luck. I tried to withdraw but cannot withdraw anymore because they are missing documents. I was frustrated til i lose my winnings. They have a offering a 30% rakeback but none of it went well. So i close my account. I ask the customer service to reopen my account and yes it was reopened but the rakeback nothing and i cannot make deposit or withdraw now it is reopened.

I sincerely apologize, but as you've utilized all your winnings, we're unable to provide assistance in this matter. If you believe that you made these decisions due to frustration, I highly advise considering professional support. You can find a list of Gambling Help Centers here.

It's important to recognize that we cannot reverse the past, and if you didn't exercise patience by allowing the casino adequate time to process your winnings, they may have been spent.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

What about 30% rakeback they are offering?

If you closed your account you also agreed to not receive any cashback or additional bonuses. Once again, please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear har1010,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.