Nords Casino - Player believes that their withdrawal has been delayed.

Hello,

I would like to file a complaint against Nords Casino regarding the confiscation of my winnings and cancellation of my withdrawal.

I had a withdrawal request of €4300, which had already been processed and was pending. After waiting several days, the casino cancelled my withdrawal and removed the funds from my account, claiming that I had used a VPN and referring to Clause 12.10 of their Terms and Conditions.

I strongly dispute this allegation.

I have never used a VPN, proxy, or any IP masking service while accessing my account. I have only used my normal internet connections, which include my home WiFi and my mobile data connection. Mobile networks often use shared IP addresses (CGNAT), which can sometimes incorrectly appear as proxy or high-risk IPs in certain databases, but this does not mean a VPN was used.

I have asked the casino to provide technical evidence supporting their accusation, including:

the IP addresses used to access my account

login timestamps

the VPN/proxy detection method used

any fraud or risk assessment reports

So far, no actual proof has been provided.

Because of this, I believe Clause 12.10 has been applied unfairly and without evidence. Confiscating player winnings based on an unproven assumption is not acceptable.

Additionally, I have submitted a data request under the General Data Protection Regulation (GDPR) asking for all personal data and internal notes related to this decision.

I kindly ask Casino Guru to help mediate this dispute and request that the casino provide the evidence they claim to have, or return the confiscated winnings.

Thank you for your assistance.

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.

Dear SamVice,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Can I edit the receipt? They confiscated my money claiming a VPN violation. I have been using my own wifi and mobile data. I have photo evidence of this.

Dear SamVice,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you for your message.

Unfortunately, I have not received my withdrawal of €4215. The casino confiscated the winnings from my account and claimed that I violated Clause 12.10 by allegedly using a VPN.

I strongly deny this allegation. My account had already passed KYC verification, and I was allowed to deposit, play, and win without any restrictions. The VPN allegation was only raised after I requested the withdrawal.

Additionally, the casino provided login IP data which shows normal IP addresses corresponding to my mobile network and home Wi-Fi. There is no evidence indicating VPN or proxy usage.

I was even able to continue playing and successfully withdraw €147 after the alleged violation, which raises serious concerns about the consistency of their decision.

The casino has now stated that their decision is final and advised that they will respond through ADR or the licensing authority.

Therefore, I would like to proceed with the complaint and request your assistance in resolving this matter.

Dear SamVice, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal nad VIP ussage on which they clsoer you account ? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hello Karla,

Thank you for your message and for assisting me with my case.

Please find my answers below:

• I had not made any significant withdrawals prior to this issue, except for a small successful withdrawal of €147, which was processed even after the alleged violation and confiscation.

• My winnings were obtained without any active bonus. I played using my own deposited funds.

• I was mainly betting on sports.

• I will provide all relevant communication with the casino, including emails and chat transcripts related to the delayed withdrawal and the account action. I will send these to your email as requested.

I would also like to highlight that the casino accused me of using a VPN only after I requested my withdrawal. However, the login IP data they provided clearly shows normal IP addresses corresponding to my mobile network and home Wi-Fi, with no indication of VPN or proxy usage.

Additionally, despite the alleged violation, I was still able to continue playing and successfully withdraw €147, which raises concerns about the consistency of their actions.

Please let me know if you need any further information.

Dear SamVice, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Thank you for your message. Please find the requested details below:

• The withdrawal request for €4215 was submitted on 06.03.2026

• The only successful withdrawal I received was €147, which was processed after the alleged violation. The processing time for this withdrawal was approximately 2 days.

• I used Trustly for the withdrawal. This was the same method I used for my deposits.

• The €4215 withdrawal was not processed. Instead, the amount was removed from my account balance and confiscated. Therefore, there is no pending withdrawal request, as the funds are no longer visible in my account.

Dear SamVice,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, barbora.p@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello SamVice,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Dear all,

We would like to inform you that following a detailed review of the user’s SamVice gameplay during the withdrawal process, we concluded that the player violated our Terms and Conditions, specifically clause 12.10, which states:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

As the player utilized proxy IPs while playing in our casino, they breached clause i) of the above T&C's.

Consequently, we proceeded with the deduction of his winnings.

Should you require further clarification, please do not hesitate to contact us.

Best regards,

The Nords Casino Team

Dear Nords Casino Team,

Thank you for your response. I have replied to your email with follow-up questions and look forward to your response.

We would like to ask the 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’ which may negatively affect its rating.

Dear Nords Casino Team,

Thank you for your response and for providing the additional information via email.

I confirm that I have received your reply and will review the materials carefully. I have also followed up with you via email requesting further technical clarification to ensure we have a complete understanding of the situation.

Thank you for your cooperation. I will update this thread once I receive your response.

Dear Nords Casino Team,

Thank you for your continued cooperation.

I confirm that I have followed up with you via email requesting further clarification.

I will update this thread once your response is received and reviewed.

Dear SamVice and Nords Casino Team,

Thank you both for your cooperation throughout the investigation.

After carefully reviewing the available information, we acknowledge that the casino identified IP reputation concerns and irregular betting activity on the player’s account.

However, the available evidence provided during the complaint process was not sufficient for us to conclusively verify a breach serious enough to justify the confiscation of the player’s winnings.

As confiscation of winnings is a significant measure, we believe such action should be supported by clear and verifiable evidence demonstrating the violation and its impact on the integrity of gameplay.

Since the casino maintains its position while the available evidence remains insufficient for us to fully support the confiscation, we are unable to conclude the complaint in the casino’s favor.

Therefore, this complaint will now be closed as unresolved. The casino may reopen the complaint if additional relevant evidence becomes available.

SamVice, I understand this is likely not the outcome you were hoping for. Please note that unresolved complaints negatively affect the casino’s rating on our website.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools available to assist players in disputes of this nature.

You can also find additional information on how to correctly submit a complaint to the regulator here: https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need assistance with submitting the complaint or if you receive a response from the regulator by emailing me at barbora.p@casino.guru.

I am sorry that I could not be of more help on this occasion.

Best regards,

Barbora

Casino Guru