Nordis Casino - Player’s bonus winnings have been voided.

I made a deposit yesterday using bonus code nordis100 that was fine got my bonus i played through the bonus and more but along the way

(Bare in mind i had been playing all day) i clicked on a game buffalo rising megaways thats how its shown on there site i wasnt paying attention it loaded i just hit the button not realising it was buffalo rising megaways all action which has a minimum 10 euro stake i only hit it once and then realised what happened, i admit it was partly my fault for not paying attention but if thay had shown it to be all action i would not have played. Now they have wiped my account of over 1000 euro say that the maximum bonus stake aloud was 5 euro. By the way i did not win a penny with that 1 spin! This cannot be allowed.

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„1.1.6. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

game played this not all action when uve played these games as long as i have i could play them blindfolded if this had have shown all action i would not even have clicked on it.

Thank you very much, Mark, for your reply and email. Is there any chance that you could forward your game history, please?

I think they might have wiped this.

Additional comments from the player:

"Ive already got a complaint pending with this casino but i deposited yesterday 25euro got the nordis 350 bonus so ive played through the wagering requirements and now they are say i haven't which is completely false first they wipe 1039 euro from my account and now they wont let me withdraw it seems this casino will do anything to not pay out. Plus once i finally get contact with them once i mention withdraw they just end chat."

Incase use didnt know the name of the owner of this casino is named Adrian G****

Dear Mar,

Let's get back to the first issue. Could you please forward your game history to me at your earliest convenience?

The game history is empty and the screenshot they sent was from earlier and i played alot more from that moment, it wasn't until i made a withdrawal request they said this and wiped the money from my account.

If you don't have game history available, could you please forward a screenshot of your bonus history?

That is not available either. I cannot find any info of game play or bonuses in my account. Did you get the screenshot i sent of when i clicked on casino history?

This is the screenshot I have received:

Yes thats correct, when i click on history thats what happens.

I see. So the game history is not available to a player for download. Is there any relevant communication between you and the casino, please? Could you forward it to petronela.k@casino.guru?

That was all i could find they are just sticking to the line that i broke the bonus rules with that 1 spin and my 1039 euro was cancelled. It was 1 spin in error most of the megaways games play at 1 euro a spin unless you change it.

Thank you very much, Mark, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok thanks for the help.hello jozef.

Hello Mark.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Ok thank you, i was able to speak with someone yesterday on live chat they said that i clearly broke the rules i said it was 1 spin by accident and i did not gain anything from the spin but they said i would not get the money back.

Hello all. We would like to clarify this situation.

First of all we want to mention that we explaind severeal times , but we will do it one more time. The player broke rules from 350% Match Bonus ( 10."Maximum ammount per spin/bet that can be placed is 5€.)" so the funds were deducted from the account (16."Breaking the rules of the promotion attracts the deducting of your funds from your account."). We respect all the players who join Nordis Casino and we try to do our best in order to offer a good experience. As the player can confirm when he made other withdrawals his money were sent, so we are not stealing nobody money as he is saying. For us is very simple : we apply the rules from 350% Match Bonus and are the same for all players. Thank you!

He asked me a question yesterday :If your intentions are so good, why did you continue to play after placing a higher bet than the maximum alowed? I see that you spend a lot of time writing on facebook and Livechat. Why didn't you write a message here on Livechat to announce us about your mistake? You prefered to continue playing and after you tried to make a withdrawal. I answerd because it was 1 accidental spin that i did not win from anybody with an ounce of common sense would realise this. In his rules it states he reserves the right to cancel winnings ok but he also reserves the right not to each case should be treated as individual cases because every case is different if i was cheating and gained an unfair advantage or won big i would see his point but it didnt. Also i mentioned multiple times about the game in question and he completely ignored this several times.

Also he mentioned there about making a withdrawal, that was also a complete mess first they say the wagering was not met then they tell me my withdrawal was approved then they tell me i have to play another 130 euro its absolutely ridiculous.

This casino will use any and every excuse they can not to pay out its that simple, i am going to try and make another withdrawal now and no doubt this will also not be allowed!

i would not say i clearly broke the rules.i made 1 accidental spin on buffalo rising megaways thats the game i clicked on but the game that loaded was buffalo rising megaways ALL ACTION.

1 more thing the rules hes going on about are not actually in the bonus rules it says Nordis Casino General Terms and Conditions and the Bonus specific conditions apply. So they are using the casino general rules on the bonus. The bonus rules are:11. Nordis Casino reserves the right to disqualify players if a foul play or bonus abuse takes place.

12. In the event of any breach of these terms and conditions, Nordis Casino reserves the right to take such applicable action as it deems appropriate in its absolute discretion. Such possible action includes the right to levy an administration charge on the Customer(s) of up to the value of the bonus.

13. Nordis Casino reserves the right to modify, suspend or discontinue the No Deposit 10€ bonus at its sole discretion and without informing the customer

Dear Nordis Casino team.

Thank you very much for your cooperation. Is it true that the player breached the max bet rule just once, and he did not win anything from this bet?

We understand that it is not an industry standard, but the best practice is to enforce the max bet rule by the system, so a player with an active bonus amount is not able to breach it (especially by a mistake), that is the reason why believe every such a case should be evaluated individually. If it is true what Mark has stated, his intentions are clear, one (not winning) bet by mistake is not an advantage. Please, is there any possibility you can reevaluate your decision?

What I understand from you is that you have broke a rule from the bonus by placing a bet of 10 Euro on a spin instead of maximum 5 Euro on a spin. Thats what nordis casino told me on Tuesday in live chat! That tells you it was only 1 spin and nothing was gained.

Yesterday made another withdrawal for 430 euro obviously they also cancelled this. Its absolutely crazy how they can get away with this!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.  

Ok thanks

Can use try contacting nordis casino again I would really like them to reply in regards to the 1039 euro they stole from my account I can't let them to just get away with this it will keep happening to players if it does not get sorted.

Good afternoon all. First of all we would like to apologise for this late response. We were on holiday.

Second of all we would like to clarify what happened with the 430 Euro withdrawal: The player has not accomplished the wagering requirements so his balance was updated in order to give the player the chance to achieve the wagering. Unfortunately for him he lost all his funds, so he was not able to make a withdrawal anymore. Thank you for understanding. Wish you a good day.

That's complete nonsense and they know this also they are changing the subject from the 1039 euro case and what about the 300euro I withdrew on Saturday morning the wagering is well and truly met on that but use still have not paid that.

They just paid the 300 euro from Saturday just wanted to let use know to be fair.

Mark, do I understand correctly that the €1039 amount is still disputed because of the breaching max bet rule by one single bet?

Yes that's correct the only reason I mentioned other stuff was because they mentioned stuff nothing to do with the 1039 euro and side tracked the complaint.

Also there site appears to be down so I've no way of contact.

Dear Nordis Casino team.

May I kindly ask you to react? We understand that it is not an industry standard, but the best practice is to enforce the max bet rule by the system, so a player with an active bonus amount is not able to breach it (especially by a mistake), that is the reason why believe every such a case should be evaluated individually. If it is true what Mark has stated, his intentions are clear, one (not winning) bet by mistake is not an advantage. Please, is there any possibility you can reevaluate your decision?

Hopefully they respond

They are stealing money left right and centre this is the third time they have refused to pay out in few weeks either this casino needs to wise up or it needs closed down!!how can I recoup any of my money if they keep refusing to pay me!!

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’.

NORDIS CASINO REFUSING TO PAY OUT ONCE AGAIN THATS MY LAST 5 ATTEMPTS CANCELLED THIS CASINO CANNOT BE ALOUD TO DO THIS TO CUSTOMERS IF YOUR HAVING THE SAME ISSUES WITH THIS DISGRACE OF A CASINO SPEAK UP!!

NORDIS CASINO STILL REFUSING TO PAY ME MY WINNINGS there excuse is probably wagering but that would be complete lies they don't reply at all now and marina on live chat refuses to respond even when she is actually on live. Aside from the 1039 euro they stole from account they now have 500 euro that they are refusing to pay it's a complete joke!

Good afternoon all. All players complaints are always solved on Livechat. Unfortunately sometimes some of them escalde here on casino guru or on other forums and we try to do our best to solve them.

For all issues regarding the withdrawals we have responded to the player on Livechat or even on Facebook.

We are not feeling comfortable to be accused of stealing and for this we explain everytime our decissions that are based on the rules. We don't invent rules, we apply them and can be read on the website. Thank you.

So the 500 euro I've been trying to withdraw for the last week and I've been on live chat with absolutely no response at all if use responded on live chat I would not be on here

I've tried live chat again still no response and no 500 euro

They definitely are not sorting anything out on live chat that was a false statement

So not only are not paying me they are also NOT PAYING DEPOSIT BONUSES FOR 2 DAYS NOW. And Iulians statement earlier about live chat is a complete lie !!

I made a 900 euro withdrawal on Wednesday of last week they have yet to pay me this nor is it in my casino balance can use plz contact this casino and get me my money!?

Hello there.

I believe the casino team missed my reply. Please, let's focus on the disputed issue. Nordis Casino team, please could you react?

Dear Nordis Casino team.

Thank you very much for your cooperation. Is it true that the player breached the max bet rule just once, and he did not win anything from this bet?

We understand that it is not an industry standard, but the best practice is to enforce the max bet rule by the system, so a player with an active bonus amount is not able to breach it (especially by a mistake), that is the reason why believe every such a case should be evaluated individually. If it is true what Mark has stated, his intentions are clear, one (not winning) bet by mistake is not an advantage. Please, is there any possibility you can reevaluate your decision?

Made a withdrawal last Wednesday for 900 euro max cash out was 800 that's was fine so on Tuesday they paid me 300 and told me I'd get the other 500 the day after and then as usual they don't pay and turn live chat off they need to sort this today .

Good afternoon. The support team offered all the information and support on Livechat. Thank you!

That's a lie as usual !!where is the 500 euro use assured me I'd get yesterday use have only paid me 300 from the 800 withdrawal

Mark, please, do you have the communication transcripts from the live chat the casino team has mentioned?

I don't unfortunately I changed my phone with all the info I had.they paid me another 300 euro today and told me they would pay me the other 200 next week, regarding the 1039 euro bonus case I think its a losing battle the live chat was basically them telling me I had clearly broke the rules regardless of winning or having an advantage and it would not be fair if they changed the rules for me and not anyone else it's a complete joke but I do not see them changing there mind ,do you?

As per usual nordis casino still scamming they owe me 200 euro from last week was meant to get this yesterday they also ran a slots tournament and of no surprise they have not paid winnings from this either.somthing needs done and fast with this casino!!

Dear Nordis Casino team.

Please, could you provide us or the player with the communication you have mentioned? Or, could you provide us or the player with a statement containing an explanation of why the disputed bonus winnings were confiscated?

They have not replied as usual they are the biggest joke they post pictures of them at casino beats conference do interviews how is it they can get away with this it's all lies!

Good morning all.

In my opinion this thread was keeped to long open.I understood the HenryCharlie's complaints and concerns about getting his winnings. What I want to let you know is that he always received his withdrawals. Is not our fault if the withdrawals are not always as fast as we all want. In this moment Nordis Casino has no debts on HenryCharlie's account, because the rest of 200 Euro were sent to him and probably he will receive them today.

Regarding the 1000 that he claimed I want to say only this: The player broke the rule and the rules are the same for all players. He bet more than 5 Euro/spin and that's it. It is not my fault. I know that you asked us to make an exception, but we can't do it. We respect our rules and we don't make exceptions for players who throw mud in our brand, who insult our agents, who lies about the support received on all support channels( livechat, email, facebook) and who follows us on social media to threaten us.

We are not scammers! Nordis is a legit online casino! Nobody forced him to register and play here!

Considering that player's balance is 0 in this moment, we would like to inform you that the player's account will be deleted and we will not allow him to play anymore at Nordis.

Please close this thread!

Wish you a nice day!

Great because I asked use to close the account 2 months ago which use didn't do .and use still owe me 200 euro withdrawal and 100 for the tournament use are lies and scammers and eventually use will be found out!!

The casino Iulian coscodaru in particular is lying through his teeth as usual they have not payed me the 300 euro I want this back they have closed account so I can't get in touch they stole money from my bank accounts also I've a long list but let's get my money first!!

Why has this scam casino had its rating upgraded?

I would like to know why this scam casino did not pay out my tournament winnings?

Also how were they able to take over 50 euro from my account without authorization? Also Iulian said they would not pay the 1039 euro they stole because I made 1 mistaken bet because there games were not advertised properly but then said it was because I hurt there feelings by criticizing there "BRAND" HAHA the biggest joke of all.can someone from casino guru plz respond.

I would kinldy ask CasinoGuru team to close the thread "Nordis Casino - Player’s bonus winnings have been voided. Amount: €1,000", because this topic was open in order to solve players complaint about his winnings.

In my opinion this case escalated to other and complaints that are not related to the case.

To be completly clear, the player's winnings were voided because he broke the rule: „1.1.6. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit." and this is my final decission.

For all other complaints I will kindly invite Henrycharlie to write us on Livechat, Facebook, Whatsapp and email.I

Considering that the player has revealed identity of the board, I will kindly ask you to delete all the content from this thread and also to hide it in order to not be available for the public.

Thank you in advance!

I wish you a nice day!

1.i don't think the names of the board in this scam casino should be removed, if they have nothing to hide there should be no issue.2.i also think the thread should stay to let other players know how these people treat honest players.they talk about contacting them on FB messenger but they blocked me on that and I've already reported the issues with live chat and email.the board the employees are all liars and should not be trusted I can prove this first hand so plz plz do not close this threat.they also have not give an explanation as to why they stole 1039 euro apart from there was 1 mistaken bet they have not spoke on the game itself and how they show it and the more I think about it theres a very good chance I had already played through the bonus when I made the mistaken bet because they had tried this technique many times to not have to payout.

Many thanks casino guru for your help.

Dear Henrycharlie and Nordis Casino team. 

I agree that this case is quite long, but I still cannot consider it as 'solved' because of the main issue (one max bet breach). In casino.guru we believe the environment in casinos should be safe and customer friendly. It is obvious why the max bet rule exists, to avoid bonus abusers, but this is not the case. The player has made just one mistake, one bet over the maximal bet limitation, and it was not a winning one. Therefore, the player has not gained any advantage and winnings confiscation is not fully in place. 

The best practice is to enforce such conditions by the software, so the player is not allowed to breach it by the system, although we understand it is not standard nowadays, we believe that every similar case should at least be evaluated individually. 

Concluding all the information above, I am forced to close this case as unresolved. 'AGAINST FAIR GAMBLING CODEX'. 

Henrycharlie, I am very sorry about the situation, I would normally recommend you to try it out with the licensing authority, but I am convinced that they would be on the casino's side since they behaved according to their T&Cs. Be aware that this complaint will definitely affect the Nordis Casino reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru