Nitrobetting Casino - Player's account remains restricted despite completed KYC.

Hello

I registered in nitrobetting on 12.09.24 and I was playing there until 29.09.24

On that day I got email with informatorom that my account gets restricted because they found relationship to several accounts but I have only 1 account there.

On they next day 30.09 I got asked to complete KYC. I provided them all documents on 01.10 and on same day they replied that KYC process is finished and approved.

Today we have 22.10.2024, 3 week passed since I finished KYC and my account is still restricted, support just keep repeating same answers that investigation is still ongoing. They disabled Access to my account and I'm getting afraid that I won't see my money again because it is unbelivable that since 3 weeks they could not finish a investigation.

Please for help my balance there was around 60mBTC which is ~4000$

Dear j4023102,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve been facing with your Nitrobetting account.

In order to assist you more effectively, could you please provide the following additional details?

• Could you confirm if the casino has provided any further explanation about the investigation or why they believe your account is related to other accounts? Have they requested any additional information from you during this process?
• Were there any restrictions on your account prior to 29.09.24, or was everything functioning normally until you received the email?
• Could you let us know which games you were playing during your time at the casino before the account was restricted?
• Have you received any formal communication regarding the status of your balance or funds during the account investigation?

If you could forward any relevant emails or screenshots of your communication with Nitrobetting to petronela.k@casino.guru, it will help us gain a better understanding of the situation and pursue this matter further on your behalf.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello

Petronela

1. They just said they found relationship with other accounts and later didnt't event and anything more than KYC request

2. No restrictions until mail grom 29.09

3. I played in casino and sportsbook

4. I only asked when my account will be working again but they never told me when they will finish this mysterious investigation

Thank you very much, j4023102, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello j4023102,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Nitrobetting Casino to join the conversation.

Dear Nitrobetting Casino,

Could you please provide clarification regarding the alleged multiple accounts created by the player? If this information cannot be shared publicly, kindly send it directly to me at michal.k@casino.guru, along with any supporting evidence.

Thank you for your assistance.

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.

Hello

I sent them mail that I made here a complain about this case, on 28.10 and on the same day they replied, investigation has been finished and I have to reply with confirmation about ToS to reactivate my account. Since that they reactivated it and paid out my balance.

Dear j4023102,

Thank you for the confirmation. I have also received an email confirmation from the casino team indicating that the investigation has been successfully completed and your winnings have been disbursed. We're glad to hear that your issue has been resolved and you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino.Guru