Nords Casino - Player’s winnings were voided.

Hello,

When I attempted to withdraw, I received additional verification, which I passed. When I attempted to withdraw, I received the information in the attachment (photos of the email correspondence). They're trying to convince me that I broke xxxx points in the regulations, when I played on one account and didn't break any regulations. I played sports betting and also won a significant amount at the casino.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Could you please forward me the entire email you received from the casino regarding the confiscation of your winnings? My email address is veronika.f@casino.guru.

Did you accumulate your winnings with a sports bonus?

Have you made any successful withdrawals from this casino before?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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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Thank you for your patience, and stay safe.

Yes, I had a sports bonus, but it wasn't a small fraction of the confiscated money. In total, they took over €5,700. One payment was supposedly accepted, but it hasn't been in my account for five days.

I didn't use any VPN, I played on one account with an IP from my country.

I didn't hide anything, I have one account and I passed verification.

Thieves, exterminate the old men.

Could you kindly specify which casino games you played?

Have you used any other bonuses apart from the one sports bonus?

Is there any possibility that someone from your household or using the same IP address also created an account at this casino?

There's no way someone could create a second account from the same household. There was only one account, mine.

I don't remember using any other bonuses.

I played a lot of casino games, e.g. Hell Hot 100, Sugar Rush, 2023 Hit Slot, Crystal Land 2, Sweet Bonanza.

However, they stole €5,700 from me because the first payment was also canceled….

I requested the withdrawal of the remaining funds in my account in the amount of €110.

the payment was accepted.

So they stole €5,700 from me…

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello CoelPablo95,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Nords Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Can you please specify which exact rules do you believe the player violated? In case there is any relevant evidence pertaining to this case, please let me know at martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

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 CoelPablo95, 

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 martin.l@casino.guru

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

Best Regards,

Martin