NordicBet Casino - Player's winnings have been confiscated.

I have made a deposit on Nordic bet casino and I have received a welcoming bonus. After wagering the bonus and after successfully completed my account verification I have requested a withdrawal in the amount of 1488 EUR. My withdrawal request got canceled and furthermore all my winnings got confiscated. I have immediately contacted the casino support and they have motivated that the bonus terms and conditions have been not meet which is clearly not true. Please help me to solve this problem

Dear Geirmercet77,

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. 

• Could you please advise which bonus you played with? If possible, please post a website link or promo code to the bonus you activated here in this thread.
• Which games did you focus on while completing the bonus wagering - slots, live casino, sports betting, etc.?
• Did the casino clarify which rule you breached?

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

hi,

I have welcoming bonus, first deposit bonus for casino 100%. I have played Extra Juicy with a bet of €5.00. No, the casino did not clarify which rule was breached

Thank you very much for your reply, Geirmercet77. 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.

This is the email I have received form the casino, I have also contacted them via live chat but I do not have the archive of the chat

Well, I see that the casino specified which rule you breached. Is anyone from your household or using the same IP address also an active player at this casino?

Dear Geirmercet77,

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.

no, there is no one else using the same ip nor an activ player for this casino

Thank you very much, Geirmercet77, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Geirmercet77,

I am sorry to hear about your trouble, and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear NordicBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the user's winnings been confiscated?

Looking at the email from the casino shared by the complainant above, it does not look like he did not meet the bonus wagering requirements or other conditions, but rather like he breached a specific rule. Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.