Nordicasino - Pelaajan voitot mitätöidään.

I deposited a total of € 400 into my gaming account and got a € 500 win, took it out and asked for the documents and who accepted but I don't get the winnings because I put the following text:

unfortunately accepted.

The reason is that you place bets on more than 30% of the deposit.

See the terms and conditions, which state that bets must always be made

be less than 30% of the deposit.

I’ve been playing for ten years and this has never happened before but now I stopped playing it doesn’t piss me off anymore. I can't help but lick my keys.

Talletin pelitililleni kaiken kaikkiaan 400€ ja sain 500€ voiton, kotiutin sen ja pyysivät asiakirjat ja jotka hyväksyivät mutta voittoja en saa, koska laittoivat tälläisen tekstin: Nostopyyntösi 500,00 €, viitenumero 5078379, ei voinut olla

hyväksytty valitettavasti.

Syynä on, että lyöt vetoja yli 30% talletuksesta.

Katso käyttöehdot, joissa todetaan, että vetojen tulee aina olla

olla alle 30% talletuksesta.

Olen pelannut kymmenen vuotta eikä tälläistä ole koskaan ennen tapahtunut mutta nyt loppui pelaaminen ei kuseteta minua enää. En voi muuta kuin nuolla näppejäni.

Dear tkoistin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the T&Cs (https://www.nordicasino.com/general-terms-conditions/?lang=en), and this is what I found:

„10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play."

Could you confirm that you didn’t activate any bonus with your deposit?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much tkoistin for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I would like to ask Nordicasino to join us and help us resolve the player's issue.

Hey!

That would be a great thing. I’ve never come across such rules before, I seem to have to be careful but no need to play anymore I got a lesson.

Hei!

Olisi hieno asia. Minä en ole törmännyt tuollaisiin sääntöihin koskaan ennen, täytyy näköjään olla tarkkana mutta ei tarvitse pelata enää sain opetuksen.

Hello,

Thank you for reaching out to us.

We will investigate further into this matter and will update you with our conclusion as soon as possible.

Best regards,

Nordi Casino

Hello all,

We see that the winnings were confiscated as the gameplay broke the general terms and conditions:

"10. Betting Rules

10.1. The casino expects you to follow the rules of each game while playing at the casino. We reserve the right to withhold any withdrawals and/or confiscate the winnings and bonuses for violation of the Betting Rules.

10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play."

On 20\04\2021 Teija started her gaming session with a deposit of 50 euros. At 11:47 (casino recorded time) she commenced her gameplay and placed bets on Faerie Spells (NJP) - a slots game. She breached the 30% betting rules when she placed a bet with the amount of €49.50 Euros on the said slots game.

Please be advised that we view "over-betting" as a violation of the service we provide, and an attempt to deal unfairly with us. If a player attempts that, confiscation of the winnings accrued is in order. Of course, you might claim that you were uninformed and that you meant no harm. We are always careful to return to the balance the deposit from which the confiscated winnings were accrued, even though, technically, we don’t have to do that. 

This is the reason why the withdrawal was declined and winnings were confiscated. Evidence to support our claims can be provided.

In addition to this, we would like to point out the fact that Teija had deposited 30 Euros on the 22nd of April, she had gained some wins by playing accordingly to the T&C and submitted a withdrawal request, it was paid later on the 26th of April.

The Casino understands the player’s frustration for the voided winnings from the previous withdrawal, but it is imperative that all players comply with the terms and conditions that a player agrees to upon opening an account.

Best regards,

Nordi Casino 

Hey!

Why not text if you accidentally open the wrong game that you will lose your winnings. Yes, I think this is about funding. Why don't other casinos have the same?

Hei!

Miksi ei tule tekstiä jos avaat vahingossa väärän pelin, että menetät voitot. Kyllä minun mielestä tässä on kyse rahastuksesta. Miksi muilla casinoilla ei ole vastaavaa?

Hey!

And then why can’t you return even half of the money you deposited, why do you keep it to yourself?

Hei!

Ja miksi ette voi sitten palauttaa vaikka puolet tallettamista rahoista, miksi te pidätte ne itsellänne?

Dear Nordicasino,

Could you please provide us some kind of proof of your statement? Please send it to nikolas.b@casino.guru.

Also will be the player's deposit returned?

Hello Nick,

We have attached the game history of Teija to the mentioned email address.

Please be informed that we already have returned to the balance the deposit of 50 Euros from which the confiscated winnings were accrued.

Should you need any further information don’t hesitate to contact us.

Kind regards,

Nordi Casino 

Hey!

I still wonder where the € 500 I won went, shouldn’t it have been returned to my gaming account if not approved for withdrawal to my bank account?

Hei!

Ihmettelen vielä, että minne se voittamani 500€ hävisi, eikös se olisi pitänyt palauttaa minun pelitililleni jos ei hyväksytty kotiutettavaksi pankkitililleni?

Dear tkoistin,

We have received proof from the casino showing that you have breached the max bet term and that's why was your winnings confiscared and they are not retrievable. Once you breach the casino term the casino has every right to confiscate the winnings and as they already returned your initial deposit, we consider this case as closed. Please always be careful and read every casino terms before you start playing there to avoid complications like this. Do not hesitate to contact us if you will come across any other issue in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru

The complaint will be now closed.