Nordis Casino - Player’s struggling to withdraw his winnings.

Deposited 30€ on 08/12/2021 and was supposed to get some kind of welcome bonus, but clearly I did not. I played around a bit and got to 400€.

After that I verified my account and tried to make a withdrawal, but it was canceled and explanation is that I have some active promotion. I tried to see and ask what promotion I have active, but my profile and history show no active promotions. Only wagerable money and 0 bonus money/promotions active.

Their support is not answering my emails anymore and their live-chat is always offline. I have tried to withdraw since 09/12/2021.

Dear osmaboi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?

I hope, we will be able to help you resolve this case as soon as possible.

Best regards,

Petronela

Thank you very much, osmaboi, for providing all the necessary information via email. 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.

Hello osmaboi.

Thank you very much for sharing your negative experience with the Casino Guru team. We are now going to reach the casino team.

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’.

Update:

I noticed that they have added weird 20€ titled "Manual deposit" to my account on 07/01/2022.

I try to withdraw once again and also send them email once again asking for information on the situation, doubt they will answer but anyway.

Good evening. The player recieved on Livechat all the answers regarding this withdrawal. If is necessary we will post all the chats between the player and our customer support team.

The player have not completed the wagering requirements, but he still has his money from deposit in the account.

Best regards

They have still not addressed my issues with not having any bonus / wagering showing anywhere on my account and still not able to withdraw.

Are they just answering to extend the timer? I think you can just close it if they do not provide any relevant information regarding this complaint..

Hello there.

I apologize, I have just misseen the previous replies.

Dear Osmaboi.

Are you able to provide us with your game history from your account?

Dear Nordis Casino team. 

Thank you very much for your cooperation. May I kindly ask you to provide us with more information? Is the player able to see any of the bonus info?

They have now taken the 400€ out of my account, without explanation.. Also they have added some "manual deposit" of 30€ on my account, but my withdrawal was never processed.

We would like to ask the casino team 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’.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear osmaboi.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with the investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear osmaboi,

the casino team informed us that the winnings were confiscated for the reason of maximal bet condition breach. Please, could you confirm their statement?

Hello,

They haven't informed me about that at all, and that is most certainly false. I didn't even have a bonus.

Dear Nordis Casino team,

may I kindly ask you to react?

Osmaboi has deposited 30 euro on 8.12.2021 using Nordis1000 https://online.nordiscasino.com/welcome-pack-1000-free-spins

and received a 75 eur bonus. In order for the funds to become withdrawable the player need to wager 35x (3675 eur) in 7 days acording to 1.14 and 1.15 rules. From the date of 8 December ultil 15 December  the player have wagered only 224,25 from 3675 eur because he broke the rules his funds were voided

according to the terms and conditions of the bonus.

Once again, the casino never addressed my issues of not having any bonus / wagering showing anywhere on my account, so how could I break any bonus terms if I never had any bonuses active?

Good afternoon, here I leave the proof that the player "osmaboi" used the bonus code "nordis1000".So he was informed of our bonuses.

I can't make anything out of the picture you have provided, the resolution is so small. Other than that, it does not change the statement from my previous comment at all.

Even If I used a bonus code, it doesn't change the fact that the casino did not address my issues and I didnt have any bonus balance and wagering requirements anywhere.

Dear Nordis Casino team.

Thank you very much for your cooperation. May I kindly ask you to provide us with the player's game history? You can forward it to my email address, jozef.k@casino.guru .

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’.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear osmaboi

I am very sorry, but since the casino team stopped responding again, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru