Nords Casino - Player's winnings have been confiscated.

Hello, won 7000 eur at Nords Casino on New Year's.

D has a maximum withdrawal of 1000 eur at a time, so I put in a withdrawal of 1000. As expected, the withdrawal was canceled, 2 times due to kyc etc. Fix this and make a third withdrawal attempt. Approved! Perfect I thought, and log in to withdraw another 1000. Takes about 2 days, then they email me that 5379 eur has been confiscated due to "violation" of their rules... Apparently I must have used a VPN, bonus cheating and used forged documents in the withdrawal process. All of this is just pure garbage. Sure, I registered a bonus on the first deposit, but it is played according to all the rules of the game! The funny thing here is that I have already had my first withdrawal approved with all its documents! They also left behind an amount that they considered to correspond to my deposits, which I also got out without any problems! I am definitely not guilty of their accusations and therefore I contacted them and made a GDPR request. Want IP logs, proof of bonus fraud and my fake documents.

What I got was an excel file, which couldn't be opened for that matter, with my deposits and withdrawals only😅 which gives me even more proof that they have no evidence for their accusations!! What can I do??? It's sick that they should only be able to do this!!! Mvh

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Dear Egon850,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from Nords Casino.

To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• What specific communication have you received regarding the reasons for the confiscation of your funds?
• Can you confirm whether you have indeed used a VPN while accessing the casino?
• Did you follow all the terms and conditions associated with the bonus during your gameplay?
• What type of documentation did you provide for the KYC process?

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

Best regards,

Petra

Here are their reasons! I know I didn't use VPN. Played on my phone which doesn't have VPN.

I also think that they can provide evidence for their accusations. Regarding the bonus, I think they should prove their claims. I have asked for some kind of documentation, but they don't give it. I know that I followed everything. I have been granted a withdrawal. Which is very strange if I cheated, as they claim.

Regarding Kyc, they have received a picture of me and my ID. Documents from the bank with BIC etc. Regards

Thank you for your reply and for providing the previous details, Egon850.

• Have you ever made a successful withdrawal at this casino? Could you provide us with your withdrawal history, particularly confirming that your fourth withdrawal was approved?
• Is it possible to share your Game History with us?
• Have you kept records of your communications with the casino, particularly regarding your KYC?

Additionally, could you provide any further communication you’ve had with the casino? This may include screenshots, emails, or chat records.

You can send all documents to petra.h@casino.guru or post your screenshots directly to the thread.

Thank you again for your cooperation.

Dear Egon850,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru