Home Complaints Nordicasino - Player’s winnings have been reduced.

Amount: €1,999

Nordicasino - Player’s winnings have been reduced.

1.8/10 Very Bad reputation Submitted: 23 Nov 2020 | Resolved : 15 Dec 2020
Our verdict

Generous casino

RESOLVED

Case summary

37 days ago - 15 Dec 2020

The player from Finland had his winnings reduced because he broke the maximum bet restriction. However, casino was willing to let him withdraw a part from his winnings as a gesture of goodwill.

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The casino does not agree to pay the full amount but offers 500e. The reason they say that I am rikkonot something about their user-face condition. I haven’t played with bonus money or free spins. From there, an account manager called me and explained some of the betting issues. I didn’t quite understand what it was about. I lähettänänyt all the requested documents to them. The mobile version of the casino doesn't even get to the point where they could read it.

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Dear Anton,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions (no bonus terms), and this is what I found https://www.nordicasino.com/general-terms-conditions/?lang=en:


"If a player's accumulated deposit amount does not exceed €200, players will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."


Could this be a reason why your winnings have been capped/reduced?


I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to a real money game.


Please, could you confirm, that you have accumulated winnings without any active bonus and clarify how much was your last and lifetime accumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.


Best regards,

Petronela

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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Thank you very much, Anton, for forwarding your cashier’s history. It is clear that you have deposited more than €200. Have you received any explanation , other than over a phone, why your winnings have been reduced? Looking forward to hearing from you. 

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Hey. I have not received any other answer.

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Thank you very much, Anton, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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Hello Anton!

From now on, I will take care of your complaint. I would like to invite Nordicasino to the discussion to resolve this case. Could you please clarify this situation to us?

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Thanks for bringing this matter to our attention.


Here is what happened in here.

Anton made a deposit of 300EUR on 18 November 2020 - won with irregular play.

11/18/2020 12:56:32 AM (casino time) made a withdrawal of 1,000 Euro but was cancelled immediately and proceeded to play and lost.


11/18/2020 6:27:47 PM (casino time) Anton was given a Cash Back Bonus of 110 EUR as part of the VIP program and the player was informed of the details and conditions of the bonus by email.


11/19/2020 7:15:05 PM (casino time) Anton request a withdrawal of €1,999.00 from the winnings coming from the CashBack Bonus.


The gameplay involved was audited against the betting rules of the casino for Cash Back Bonus which states "10.4. When a player receives a bonus, a cashback or redeemed the Comp Points, a maximum bet limit applies. This bet limit shall not be equal or exceeding 30% of the value of the bonus or cashback or Comp Points currently in play. If multiple bonuses are in play, the limit will be calculated against the smallest bonus. This limit also includes acquiring or purchasing an in-game bonus feature."

https://www.nordicasino.com/general-terms-conditions/?lang=en


Anton placed bets from 40 EUR to 200 EUR on games of Buffalo Rising MEGAWAYS, Great Rhino Megaways and Sweet Bonanza.


The casino does not need to approve the withdrawal due to the irregular play, and has the rights to void the winnings. However, Anton is a valued customer at the casino and thus his Account Manager had approved a withdrawal of 500 EUR as goodwill gesture.




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Hello Nordicasino representatives!

Thank you for your response. Could you please provide the player's game history, so we can evaluate the situation more precisely. Please, send it to: martin.d@casino.guru

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Hi Martin


We have forwarded to you the relevant evidence to support our claims.


Regards



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Hi Anton!


Thanks to evidence provided by Nordicasino and careful examination of your game history, it is clear that there was breach of casino's terms & conditions.

Namely: "10.4. When a player receives a bonus, a cashback or redeemed the Comp Points, a maximum bet limit applies. This bet limit shall not be equal or exceeding 30% of the value of the bonus or cashback or Comp Points currently in play. If multiple bonuses are in play, the limit will be calculated against the smallest bonus. This limit also includes acquiring or purchasing an in-game bonus feature."

I am very sorry to tell you that in this state we could not be of more help.

According to the Nordicasino you are valued player and they are still willing to let you withdraw €500 from your winnings, which in other casinos is not very common practice. I would kindly advise you to consider this offer.

If you decide to accept it, please let us know. 

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Aha, well I guess it has to be accepted then. Thank you very much for your help.

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Martin, thank you for your assistance.


Anton, your withdrawal of 500EUR was sent to the payment processor. For further update, please visit the casino Live Chat Support.

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Thank you for your responses.

Anton, please, let us know when you'll receive aforementioned €500, so we can mark this complaint as resolved.

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Dear Anton,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will close your complaint.

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We will now mark the complaint as resolved.

We appreciate casino's will to pay part of the winnings to player, although he breached their terms & conditions.

Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.