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.

Hello,

I see that the casino did not replied. What is the next step to do? Please help me recover my money 🙁

Thanks

Dear Geirmercet77,

In normal circumstances, I would close the case after the second timer expires. But we are talking about a better casino, and it is not usual for them to have complaints from players. In addition, they do not have any casino representative account in our system, so they cannot reply directly here, and/or they are not interested in replying here. They do not receive any notifications.

Therefore, I decided to try contacting them in other ways, and I finally managed to connect with them. Since it is taking place outside of the thread, there may be some delays again. So, I am extending the timer by another 7 days for the casino to keep track of the complaint processing time and will let you know once I have any news or updates. The casino representative informed me that I would be contacted by the responsible department soon.

Thank you for your patience and understanding. I sincerely believe we are on the right track now.

Since there is still ongoing communication between me and the casino representatives outside the thread, I am extending the timer for the casino again.

Once I have any news or updates, I will inform you, Geirmercet77. I will contact them and remind of the case, however, this time I will also let the casino representatives know that if they do not provide us with anything relevant until the current timer expires, the complaint will be closed as unresolved.

I am waiting for additional information from the casino representative. I am extending the timer once again.

Thank you for your patience and understanding.

Dear Geirmercet77,

The casino cannot provide us with the necessary details/evidence. I was told that players should solve their issues with the casino directly. Did you receive any further details from the casino regarding your issue?

Have you already tried to follow all the instructions stated on the casino website regarding complaints, such as the special casino emails for complaints, stated in the casino's Terms and Conditions (section "15. How to complain"), or - 3rd party services stated in section "Complaints"?

If not, can you please try it and let me know in a few days in case there is any news or updates? If yes, and nothing helped - fortunately, the casino owns a good license and states good ADRs (Alternative dispute resolution) in their Terms and Conditions, so you should be able to solve your issue or speed up the process by submitting a complaint with one of the casino's ADRs - eCOGRA or ODR. You can find more about their complaint processes in the same casino's rules, section "15. How to complain", the second half of this rule. It is also possible to lodge a complaint to MGA, however, I think that one of the conditions for submitting a complaint is that you previously tried to solve it with the casino and/or ADR. So, if an ADR investigates the issue, decides that the casino acted correctly and decides in favour of the casino, which is decisive, we can consider the ADR's decision as final.

So, in case you tried everything, I recommend you submit a complaint with the casino's ADR(s) and wait for further instructions and their decision. However, if you decide to do it, can you please provide me with a confirmation of a successfully submitted complaint here? A screenshot or a complaint ref. number should be enough.

Even if the casino cannot provide us with the supporting evidence, it has to provide it to the ADR/regulator.

Looking forward to hearing from you.

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can request reopening of the complaint anytime.

Best regards,

Branislav, Casino.Guru