The player from Germany won €10,220 at Nitrobet Casino but is unable to log in due to being banned for gambling addiction, a claim she disputes. She seeks assistance in retrieving her remaining winnings of €7,220, asserting her right to the funds despite the ban.
Nitrobet Casino - Player’s account has been closed.
Opened
Current status
Waiting for Casino Guru to reply
1d 8h 12m 17s
Nitrobet Casino
Safety Index:HighCase summary
Discussion
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3 weeks 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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3 weeks 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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3 weeks 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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3 weeks 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 weeks 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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1 week 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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1 week ago
Translation
The casino is still paying out. I have no problems whatsoever and only €1700 is still outstanding.
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6 days 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.
