NordicAutomaten Casino - Player's winnings have been confiscated.

Hello

Nordicautomaten confiscated my winnings of 3090 euro. i made deposit for 150euro and played through one of thier welcomebonuses, and yes i followed thier terms and conditions. Now they say i have breached thier terms:

12.1 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.

This is not true, none of the rules of this term i have breached, i believe they just say this because they dont wanna pay!

HELP!

Dear magnusval44,

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 played with this bonus?
• Could you please confirm that you have passed the KYC verification?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Is there any chance that someone from your household or using the same IP address has also played with this bonus?

No

Could you please confirm that you have passed the KYC verification?

No because they closed my account prior to me having the chance completing the kyc process

Communication as follows:

Hi Magnus,

I hope this email finds you well.

We regret to inform you that you payout got cancelled and you winnings will be withheld.

We would like to ask you to withdraw your deposit from your account. Once the deposit is issued the account will be closed.

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.

Please click here for more information on our Terms & Conditions.

Should you have any further questions, please do not hesitate to contact us again via email or live-chat, we will be happy to help.

I wish you a pleasant day.

_______

Hello Magnus,

My name is Susan and I am a supervisor here at NordicAutomaten. I would like to start by thanking you for your patience while we investigated your request.

We always do our utmost to provide the best possible online entertainment combined with a friendly and professional customer service, and I appreciate you contacting us with your concerns.

When you register a gaming account, you agree to the terms and conditions we have in place to maintain a fair service. We require that you read these rules before agreeing to abide by them. After a thorough investigation of the gaming account by our security department, it was discovered that more than one gaming account was used to take advantage of the same bonus offers from the same IP/device.

Any winnings received from this type of activity have been withdrawn, and the deposit has been paid out to your payment method. We would like to clarify that you have not made any losses. Additionally, your account has also been closed.

You can find all our terms and conditions in this link, and more specifically I would like to highlight the following conditions:

12.1 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.

Additionally, please also refer to points 8.1 / 20.1 / 20.2 / 24.1.

I understand if this was not the answer you were hoping for from us, but please be informed that this is our final answer on this issue.

To make it clear, this matter will not be further investigated by us. This is our final decision and will not change under any circumstances and no further information will be provided.

With kind regards,

Susan

Supervisor

NordicAutomaten Customer Service.

Thank you very much, magnusval44, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello magnusval44v,

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

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

Dear NordicAutomaten Casino,

Are you able to provide more details regarding the use of multiple accounts? Please send any relevant supporting evidence here or to my email, adam.m@casino.guru.

Kind regards,

Adam

Dear magnusval44v,

I have made contact with the casino via Skype and they are looking into the situation. I will therefore extend the timer while I 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.

Dear magnusval44v,

I have asked the casino to provide evidence to support their decision to confiscate your winnings, but they have stated that nothing further will be provided. I’m afraid there is not much that can be achieved without cooperation from their side and consequently, we have no option but to close this complaint as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know how the ADR responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam