The player from Germany won €10,220 at Nitrobet Casino but was unable to log in due to being banned for gambling addiction, a claim she disputed. She sought assistance in retrieving her remaining winnings of €7,220, asserting her right to the funds despite the ban. The casino initially confused her account with another and subsequently reopened it. The remaining winnings were paid out in installments due to weekly withdrawal limits, with the last €900 processed and received after a final withdrawal request. The complaint was resolved as the player received her full winnings.
Nitrobet Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €7,220
Nitrobet Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Hello, on September 2nd, 2025 I won €10220 in real money playing the game Mines by Spribe at Nitrobet Casino .
I successfully verified my account at the casino, and so far the casino has paid out well. I just received an email informing me that another €750 has been paid out, and I wanted to log into my casino account to request another withdrawal.
However, I can no longer log in. I get a message saying that I've been banned for gambling addiction .
It's absolutely ridiculous that this casino group is trying everything to avoid paying out my winnings.
Gambling addiction? How did they suddenly come to that conclusion? I'm not addicted. I simply know exactly what I'm doing, and apparently the casino doesn't like that. I expect the casino to pay me my remaining €7,220 , because the money is rightfully mine. They can still ban me later if they think I'm addicted. But there's absolutely no reason to do that before a payout. This money is mine, and I hope that you at Casino Guru can help me resolve this with the casino.
Thank you in advance for your help and understanding.
I greatly appreciate your work and hope you can help me.
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2 months ago
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.
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2 months ago
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.
- Have you ever mentioned any gambling-related issues or harm when communicating with this casino?
- Have you completed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- After noticing that your account was suspended, have you contacted customer support? If so, did they specify how long your account will be suspended and what will happen to your remaining balance?
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
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2 months ago
Translation
Hello, the casino has already contacted me. They said they had confused my player account with another one, apologized, and reopened it.
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2 months ago
Thank you for the information. Please let me know if there is anything else we can assist you with, or if this complaint may be considered resolved.
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2 months ago
Hello,
We confirm that the issue has been fully resolved on our side.
If you need anything else, we remain at your disposal.
Kind regards,
Nitrobet Casino Support Team
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2 months ago
Translation
The casino is still paying out. I have no problems whatsoever and only €1700 is still outstanding.
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2 months ago
Thank you, dear Nitrobet Casino representative, and dear Ninosch, for providing me with further updates. Please let me know if you received the remaining funds and if the complaint might be closed as resolved.
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2 months ago
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There is still a little over €900 outstanding and I have already exceeded the withdrawal limit for this week.
Edited
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2 months ago
Thank you for letting me know. Please update me once you submit a new withdrawal request and then once you receive your winnings.
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2 months ago
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The casino only needs to process one more withdrawal request. I'll let you know when it's completed.
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2 months ago
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The casino has processed the last requested withdrawal today and has now paid out my entire winnings. You can now close this complaint, and I sincerely thank you for your assistance.
Kind regards
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2 months ago
Dear Ninosch,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
