NordicAutomaten Casino - Player's winnings confiscated due to assumed terms breach.

Moi!

Olen lähettänyt tämän valituksen kv. sivuille, joten lähetän sen myös teille englanniksi.

I recently registered to two casinos, first to Betsson and then to Nordicautomaten, on the same day (06.02.2024) and used the welcome bonus in both. I had never before played in either of these casinos but I wanted to be double sure that I was good to go with the welcome bonuses, so I checked with chat that I had never registered with my previous email address and I was told everything was ok.

I won 0 euros at Betsson. At Nordicautomaten I won 1555,90 euros after wagering the bonus. I made a withdrawal request to this sum.

A couple of days later I got an email from Betsson. This is what it said:

"We regret to inform you that your payout got cancelled and your winnings will be withheld. Also note that you will no longer be able to claim bonuses and promotions due to a breach in our terms and conditions 12.1 of our general terms and conditions."

I replied: 

"I don't have any winnings from your casino. What is this about?"

I never got any answer from Betsson.

Two days later (on 11.02.2024, so 5 days after my winnings) I got an email from Nordicautomaten. It was the exact same email I had gotten from Betsson including the name of the person who signed it. Just the logo of the casino was different.

At this point I did some research and found out that Betsson and Nordicautomaten belong to the same group of casinos with the same owners. I had no idea about this before.

The condition they claimed I had breached reads: "Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address."

As I had never previously played in either of these two casinos my conclusion is that this was a mix up that occurred because I registered to these two casinos one after the other. My registration with Betsson must have shown as a previous registration with Nordicautomaten. This seems logical as the original message about the canceled payout came from the WRONG casino.

I would like this incident to be investigated.

Dear harpo666,

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. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you passed the KYC verification?
• Which games did you play with the bonus funds?

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,

Kristina

Hey!

Here are the answers to your questions.

1. It is not possible that someone from the same household or using the same IP address would have played at these casinos. I'm the only one in our house who plays casino games.
2. I passed KYC verification. After that I tried to withdraw my winnings.
3. As far as I remember, I only played Safari King on Nordic Automaten. (At Betsson I played Warlords.)

Best regards

Weird

Thank you very much for your reply, harpo666. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear harpo666,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.