Nords Casino - Player’s winnings haven’t been received yet.

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Dear airgobec,

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

Dear airgobec,

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.

Dear Sir/Madam,

My account was verified successfully at the very beginning. When I requested a withdrawal, I was additionally asked to provide a phone bill for the phone number used to register the account and a selfie with my ID card. Since I use a company phone registered to my employer, I also had to obtain an official letter from my director confirming that I am the user of this phone number, which I provided.

After that, I received confirmation that the verification was completed successfully. When I tried to withdraw my funds, the withdrawal remained in "pending" status for some time. Later, I received an email stating that my funds had been confiscated and that they reserve the right to remove the balance. They only left the original deposit that I made when I started playing.

They took my funds without any concrete explanation or evidence. Despite repeatedly asking them to clearly specify when, where, and how I allegedly violated the rules, I have not received any proof. I am 100% certain that I did not break any terms or conditions.

To this day, I have received neither a proper response nor my money.

I kindly ask for your assistance in resolving this matter.

Best regards.

Dear airgobec , 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?
• Could you please confirm that you have passed the KYC verification?
• 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? 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.

Dear Karla,

Thank you for your message.

This was my first withdrawal request, and my funds were confiscated.

Yes, I completed the identity verification in the application. However, when I requested the withdrawal, I was additionally required to complete mobile number verification by providing proof from my employer confirming that the phone number belongs to me, as well as a selfie holding my ID document in my hand.

I have never accepted any bonuses, nor have I played with any bonuses. I only placed sports bets.

I will send the screenshots of my communication with the casino to the mentioned email address.

Thank you very much for your help.

Kind regards,

Rok Gobec

Dear airgobec, 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

Dear Karla,

Thank you for your message.

There has never been a successful withdrawal — not even once.

The payment method I used is Skrill.

The current status of the withdrawal is marked as "taken to system."

Here is the detailed timeline:

On January 29, 2026, at 12:24 PM, I requested a withdrawal of €500.

On January 30, 2026, at 11:23 AM, the request was rejected, and the money was returned to my account. I was asked to complete additional verification with a selfie and proof that I personally use the mobile phone number, even though the number is registered to the company where I am employed.

On February 2, 2026, at 4:49 PM, I requested another withdrawal in the amount of €1,000.

On February 3, 2026, at 3:24 PM, the money was returned to my account, and the withdrawal was rejected again.

On February 3, 2026, at 3:25 PM, the funds were confiscated by Nordscasino.

I am attaching the relevant evidence.

Kind regards,

Rok Gobec

Dear airgobec,

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

Dear Karla,

Thank you very much for your message and for the update regarding the next stage of the process.

I truly appreciate your professional and fair approach, as well as the time and effort you have invested in reviewing my case so far. Your support and guidance have been very helpful.

I understand that the case will now be handled by Barborka, and I will await further communication if any additional information is required from my side.

Thank you again for your correct and professional handling of this matter.

Kind regards,

Rok Gobec

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Nords Casino representative to join this conversation.

Dear Nords Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

We have also contacted you outside of this complaint thread regarding this case. Therefore, we are extending the timer for another 7 days to allow additional time for your response.

If we do not receive any reply within this time frame, the complaint will be closed as unresolved, which may negatively affect the casino’s rating.

Dear airgobec, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

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 to assist players.

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

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

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

Best Regards,

Barbora

Casino Guru