Nordis Casino - Player faces unresponsive casino after submitting KYC documents.

I don't need to request a withdrawal from Nordis Casino even though I've sent them everything pertaining to KYC, still, they do not communicate with me and have not responded to even one of my messages.

Dear Cacis, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino ensures the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Good afternoon, I just checked the player's activity, but he did not request any withdrawal. His earnings are in his balance.

Best regrads,

Nordis Team!

But I can't even be asked to choose

Dear Cacis, are there any other withdrawal options available for you besides Bank Transfer?

First of all, you must validate your account, send the complete kyc to the email address and proof of the skrill account so that we can make the payment.

To verify your account with us please send the following KYC documents at kyc@nordiscasino.com:

- Front and back copy of an ID form (National ID/Driving license/Passport)

- Front and back copies of the credit cards used to deposit (Leaving visible only the 

first 4 and last 6 digits of the front of the card and covering the CVV on the back of the card)

- A selfie picture with your ID next to the face

- One form of proof of address (Utility bill/Bank statement .PDF Format)

- Your phone number (Optional) Please request the withdrawal so we can verify it, the money is still in your player balance.

Please request the withdrawal so we can verify it, the money is still in your player balance.

Best regards,

Nordis Team!

Dear Nordis Casino representative, thank you for your detailed response.

Dear Cacis, please follow the instructions of the casino representatives, complete your verification procedure, and submit your withdrawal request. Also, kindly keep us updated about any new developments.

I already sent the package on Friday, and how should I send a withdrawal request if I don't have anything like that in the menu, I still have this

Nordis still doesn't communicate with me and I still haven't verified my account

I still don't have my account verified and

Dear Nordis Casino representative,

Could you please check the player's verification documents and let us know if everything is alright? 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.

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 (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Veronika