Nords Casino - Pelaajan voitot on takavarikoitu.

The casino has confiscated all my winnings, and gave me the following reason:

"12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company."

I created my account on this casino at the beginning of June and have made seven deposits without any issues. I also successfully completed the verification process, which was confirmed via email.

However, my recent withdrawal request was canceled without a clear reason, and I was informed that my winnings have been confiscated. I do not understand this decision, as I have not used any VPN nor taken unfair advantage of the bonus system.

I kindly request your assistance in resolving this matter so that I can receive my winnings without any further issues.

Hello,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Do you have an access to your account, please?
• Did you accumulate 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,  

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Katarina, thank you very much for helping me with my case.

The answers to your questions are:

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• The games I played are all slots.

• Do you have access to your account, please?
• Yes, I still have access to the account; it has not been blocked.

• Did you accumulate your winnings with or without an active bonus?
• Yes, the accumulated winnings were achieved with an active bonus. But I also used the money I deposited.

I hope this information is helpful.

Again, thank you very much. Have a nice day.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Kartarina, thank you again for your help.

Communications with this casino have been limited. I only received one email, which I just forwarded to you at katarina.d@casino.guru.

I hope this helps you continue the process.

I'll be attentive to any new requests.

Best regards.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Nords Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Sincerely,

Katarina

Hello there,

Thank you Tinoco_34 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nords Casino for their help in resolving this complaint. We would like to know why was the player's account confiscated and what can we do to help resolve this issue.

Thank you!

Dear all,

We would like to inform you that, following a detailed review of user Tinoco_34’s gameplay during the withdrawal process, we concluded that the player violated our Terms and Conditions — specifically Clause 12.10 (i), which states:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

During our investigation, it was confirmed that the player accessed their account from different IP addresses, one of which was flagged as a proxy IP with a fraud score of 100 by our IPQS tool, strongly indicating an attempt to disguise their true location and possible connection with other accounts, with probable bonus abuse intent.

In line with our Terms and Conditions, this constitutes a clear breach, and the deduction of winnings was applied accordingly.

Should you require any further clarification, we are available to provide additional details.

Best regards,

The Nords Casino Team

Thank you for the update Nords Casino representative. Would it be possible to provide me with evidence of the attempt to disguise their true location and possible connection with other accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

The casino has not responded to my inquiries. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact MADRE- an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter