The player from Germany attempted to withdraw his winnings. Unfortunately, the withdrawal request has not been processed yet. It seems to be a common practice of Casino to ignore us completely in our attempts to mediate any kind of issue therefore the complain remains unresolved.
Nordis Casino - Player can't withdraw winnings.
Black points: 20
Amount: €50
Nordis Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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9 months ago
Translation
I signed up at this casino almost 1.5 years ago. There should be €10 to register. However, after I filled out my profile and verified email/mobile, there was no €10. I simply logged out and stopped visiting the casino.
On 03/23/23 I got a message via Whats App "10€NoDeposit"
I replied and a few days later the €10 was in my account.
I wagered the €10 35 times and paid out €50. After a few days passed without anything happening I tried to contact the casino but without success. Chat/Email/WhatsApp every one of my messages was ignored.
On 7/12/23 I canceled the withdrawal to request it again.
Automatic translation:
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9 months ago
Dear mdz124,
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. Do I understand correctly that the withdrawal request is pending in your casino account without being processed for a few weeks? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
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
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9 months ago
Translation
Hello,
yes I requested the withdrawal on 3/26/23 and nothing happened.
This is my first withdrawal I've requested.
I didn't get a reply to my email with my documents either.
lg
Automatic translation:
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9 months ago
Thank you for your reply, mdz124. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post here a screenshot of your withdrawal history.
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9 months ago
Translation
On 7/12/23 I canceled the withdrawal to request it again.
However, I couldn't request another withdrawal because the withdrawal page looks like this
When I click "CLICK HERE!" click, it just sends me back to my profile.
Here is the finance history:
Automatic translation:
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9 months ago
Thank you very much, mdz124, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.
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9 months ago
Hello there,
Thank you mdz124 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Nordis Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.
Thank you!
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8 months ago
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.
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8 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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 the Curaçao Gaming authority here (info@gaming-curacao.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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