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Dear cksim2023,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you have not received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Kristina

Dear Casino Guru

All documents have been sent to kyc@nordiscasino.com. No answer.

I have never made a withdrawal here before.

There is no active bonus.

Dear Casino.Guru

I have already contacted the Complaints Department of Gaming-Curacao. I have received help and have filled in the dispute form where I had to fill in details and also bring a lot of documentation as attachments. This will take 3-6 weeks.

Worst case, I will use a law firm in the Netherlands specializing in online gambling. And possibly start a lawsuit and petition the company for bankruptcy in order to pay out my funds. But this process is unlikely because the casino is proven to retain my funds as soon as they are notified the complaints department of Gaming-Curacao about my case, they will probably pay me, instead of risking losing the license and being sued.

But I still want this complaint to be public and visible to the general public and other players who are also struggling.

You are welcome to inform aff. manager of Grama Invest Ltd, Maryna, that as a player I will never ever give up.

Thank you for your reply, cksim2023. Did you receive any official confirmation of your complaint from Gaming-Curacao? Could you please forward it to me? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you.

Dear Kristina,

I am sending you via email as there is sensitive information that I have entered.

Sending in 5 min.

Dear cksim2023,

Thank you for the update. I will now temporarily close this complaint again as unresolved - waiting for the regulator's decision.

Please make sure to let me know if and how the licensing authority replied and decided at kristina.s@casino.guru.

Dear cksim2023,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear cksim2023,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.