NordicBet Casino - Player's winnings have been confiscated.

Hello,

I deposited 100 euros on NordicBet and won around 3600 euros on a slot but when I tried to withdraw, they removed all my winnings and told me that I had breached article 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."

No one in my family has had a NordicBet account and it was the first time I had ever used the site so I do not understand where this is coming from.

Can you please help me understand what happend and maybe help me get the money back. Thanks

Dear feshayebiniam,

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 clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• When did you create your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it 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

It was their welcome bonus,

https://offers.nordicbet.com/en/casino-welcome-offer-row

I created my account on the 12th of September.

Thank you for your reply, feshayebiniam. Could you please advise if you passed the verification?

They removed the money before I had the chance to verify

Thank you very much, feshayebiniam, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, feshayebiniam!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

We have decided to extend the timer for 7 more days as it seems like we are beginning to establish the contact with the casino.

feshayebiniam, we have received information that players should try to resolve all their disputes through the casino support. Have you contacted them yet?

If no, please, write an e-mail to them and include my e-mail as one of the recipients: pavel.k@casino.guru.

Yes I have, I talked to them 2-3 weeks ago and thet only referred to their terms of service article 12.1 but did not explain further. So it felt like talking to a wall.

I will try to contact them myself and try to use other contacts to request a response from them, but if they do not respond, I will close the complaint as unresolved. This may decrease their Safety Index, which may cause them to respond, but I hope for the best.

feshayebiniam, the casino team will not share with us any information regarding your situation. The last thing that I can recommend to you is to open the complaint with the ADR and/or the regulator. Please, let me know that you have applied by including me in the recipients of your complaint e-mail or re-sending the ADR response to pavel.k@casino.guru. We need it so we can choose the right category for the complaint.

I recommend you contact the eCogra – an alternative dispute resolution service (http://www.ecogra.org/srs/dispute.php) 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 (support.mga@mga.org.mt). I am sorry I could not be of more help on this occasion.

Dear feshayebiniam,

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 so they can let us know if they have contacted the ADR.