Nordicasino - Player was accused of breaching the T&Cs.

Black points: 249

Amount: €700

Nordicasino

Safety Index:Very low Submitted: 29 Jan 2020 | Unresolved : 28 Feb 2020

Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

4 years ago

Michael from Germany won €300, but the casino accused him of breaching their T&Cs. Only half of his deposit was returned.

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Michael

Unregistered user

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4 years ago

OriginalTranslation

Hi there

I deposited € 400 there and won € 300.

The profit was canceled because I wagered over 30% of the deposit amount on roulette.

Well, I've never heard or read about it before.

Now I wanted to withdraw the 400 deposit.

But only get half back.

Why?? No idea.

Just steer clear of this casino

I am also very dissatisfied with the chat. They always want to call right away and then they hardly speak German.

Emails are not answered by support.

Money is gone.

Automatic translation:

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Matej

Head of Data & Complaints

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4 years ago

Hello Michael.

I believe that casino accused you of breaching this rule:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited.

Based on our Fair Gambling Codex, we consider enforcing such a rule while playing with real money as predatory. Unfortunately, casinos can put lots of predatory rules like this into their T&Cs, and especially those under the Curacao licensing authority. There is a small chance that they will pay you your winnings, but we can at least ask them why only half of your deposit was refunded. What did they write to you?

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Michael

Unregistered user

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4 years ago

OriginalTranslation

You always refer to the terms and conditions.

Edited

Automatic translation:

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Matej

Head of Data & Complaints

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4 years ago

Hello Michael.

I am referring to the terms and conditions because that will be the first thing what casino do when they reply. (if they reply)

Terms and conditions are like a contract - when you decide to create an account, you agreed with them.

Based on how you described your situation casino has the right to void the winnings but should return the total deposit not only the half.

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Matej

Head of Data & Complaints

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4 years ago

We would like to ask the Nordicasino 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’.

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Matej

Head of Data & Complaints

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4 years ago

I am very sorry Michael. The Nordicasino didn't respond anyhow to this complaint. We can only publish this complaint and give the casino black points which decrease the casino rating. I am very sorry that we were unable to help you.