Nitro Casino - Player's winnings confiscated due to bonus misuse.

Hi

I played on Nitrocasino and won 10113nok and i deposited 1000 out of that.

I Made a withdraw and then didnt hear anything from them.

Today i logged into my account and was only 1000nok left in my account.

I talked to support and they say they confiscated my winnings and left the deposit because i have taken their welcome bonus on other sister casinos.

When i signed up for this casino i read the terms for the bonus and i didnt see anything about this but yeah might have possible i missed it.

But today when i talked to support i read the norweigan bonus terms(its by default in Norweigan directly when i access the site) and there is no such bonus rule in the norweigan rules and i took a print screen of the bonus rules.

The support agent sent me the english rules and yeah there is a rule, i dont know when it was added but like i wrote before i havnt read other then the Norweigan rules that up untill that point didnt display this rule.

I dont know if the added the rule afterwards or if it ws there at my registration of the account but atleast it wasnt here in the norweigan rules.

I do know english rules goes before other langugages terms but i still think this all happened because of this reason that they didnt add the rule in the Norweigan terms.

What should i do and did i get treaten wrong?

Hello vingrom2023,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nitro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise in which sister casino did you use their bonus, did the casino specify it? Can you confirm you if really did claim any bonus in their other casino? When was the last time you spoke to the casino and what was it about?

Please note that there are many similar casino websites where they allow only one bonus within their entire casino group and mostly the English terms and conditions are the ruling ones.

Looking forward to your answer.

Regards,

Nick

Yeah i have account in 21.com, justcasino.com that i know is in that group. I even think thats how i heard about this casino through a email but im not sure about that.

Anyway reading the norweigan rules(its norweigan by deafault when i access the site) i couldnt find any rule saying this. in the english terms there is a rule saying this but i didnt know about this untill after money got confiscated.

I have the prints at the moment of talking to support that this rule is not in the Norweigan terms.

Also im pretty sure if i would have lost they would never have sent me back my money so i think this is just a sneaky way of not paying

So you guys want the print screens that this rule was not provided in the norweigan terms?

Since its norweigan language by default when opening an account from Norway i think this is relevant even though i know english terms are the prime terms.

Hello vingrom2023,

Please forward the rules and the communication between you and the casino to nikolas.b@casino.guru.

Sorry i hadnt seen that you had answered.

I sent you the prints now from the moment when i talked to support.

This is from the day i realised tthey confiscated my winnings, by the way they didnt inform me of this i had to notice by myself by loggin in to my account.

There is no email conversations with them, the first and last time i spoke to them was in the live support at the moment i took the print screens.

Hello vingrom2023 and thank you for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello vingrom2023,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Nitro Casino to join the conversation and participate in the resolution of this complaint.

Dear Nitro Casino,

Can you please clarify the situation further?

Kind regards,

Adam

Hi @vingrom2023

Thank you for raising this with us!

I will look into your case and get back to you as soon as possible!

Thanks in advance for your patience.

Kind regards,

Sally

Thank you for your response, Sally and Nitro Casino.

We will await further information.

Kind regards,

Adam

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.

Also wanna add something more.

They now have this rule about not beeing allowed to take bonuses at more than 1 of their casinos right?

But on the 20th this month i received email from 21.com(sister casino of nitro). Email saying they invite me to their sister casino NeonVegas to take their Welcome bonus at NeonVegas, I also got this email from justspin(sister casino of Nitro) and also welcoming me to take their welcome offer at NeonVegas.

So it seems like this is just a rule to use when players win?

Why would you invite someone to take a bonus at a casino that the terms says that you are not allowed to take? This seems like a fraudulent way of doing business.

If you want me to share these emails to you at casino.guru just let me know and i will forward them to you

Hello vingrom2023,

Please feel free to send anything you feel may be relevant to the case to my email, adam.m@casino.guru.

Kind regards,

Adam

Ok yeah i forwarded the emails now

Hi @vingrom2023

Very sorry for the delayed response here, will get back to you shortly with an answer!

Thanks in advance for your patience.

Kind regards,

Sally

Hi @vingrom2023

First of all, I would like to apologize for the experienced inconvenience.

I'm pleased to inform you that we are now done with reviewing your case, and have decided to add back your your winnings of 9113.5 NOK to your NitroCasino account due to the error on our side.

Don't hesitate to contact us if there's anything we can help with!

Kind regards,

Sally

Ok money was sent back to my account, made a withdraw and will update when i get the cash.

Thank you for the update, Sally and Nitro Casino.

Dear vingrom2023,

Please let us know when you have received the payment so we can mark the complaint as resolved.

Kind regards,

Adam

Yes i got the money today thanks for the help Casino.guru

Thank you for the update, vingrom2023, I am glad to hear you received the payment.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, vingrom2023, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam