The player from Portugal accumulated winnings with a bonus, however, the casino canceled them due to this bonus being expired. Unfortunately, we were forced to reject this complaint because the bonus was credited half an hour after depositing and the player just forgot about it.
Nordis Casino - Player's withdrawal has been canceled.
Amount: €200
Nordis Casino
Safety Index:LowSafety Index
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3.9
Nordis Casino has a Safety Index of 3.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good night! I noticed that the casino gave me a bonus of €175 on 28/02/2022 without any notification. Today I decided to use the bonus available on my account and made a withdrawal request in the amount of €200. I immediately received an email with the information that my withdrawal had been canceled as it had not been used within 7 days. Can you help me? 
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2 years ago
Dear Li1979,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you accumulated these winnings with an expired bonus that was given to you by the casino?
Have you tried discussing this issue with the casino directly? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hi Cristina,
thank you very much for the quick reply.
Yes, the amount of € 200 was won with a bonus that the casino credited to my account, which I was not informed, nor did I know it was valid, and was available in my account.
I tried to contact the casino via chat without success, so I turn to you in an attempt to solve my problem.
Compliments,
Liliana M***
Edited by a Casino Guru admin
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2 years ago
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Cristina here is the casino answer
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2 years ago
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Cristina is unable to chat with the casino. When there are no arguments, they close the chat without any indication. I am furious with this treatment.
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2 years ago
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The general conditions effectively inform the validity of the bonus, but also indicate that if you do not play within 7 days, the bonus will be forfeited. That's not what happened. The bonus became available on my account.
"1.1.5. The bonus expires 7 days after granting, which means that a player must complete the wagering requirement for the bonus received within 7 days, otherwise the bonus along with all winnings earned on said bonus will be lost."
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2 years ago
Thank you for your reply, Li1979. Do I understand correctly that this bonus was a free chip given to you by the casino? Or did you make any deposits in order to receive it?
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2 years ago
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Good Morning! It was a deposit bonus. But as it was not immediately available I ended up forgetting the bonus. 
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2 years ago
Could you please clarify when exactly you deposited (date and time) and when exactly the casino credited you this bonus (also date and time)?
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2 years ago
Translation
Good morning Kristina.
Deposit €50 on 28/02 at 20:19.
Bonus €175 on 02/28 at 20:49. 
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2 years ago
Thank you. Please understand that it can take a few minutes, sometimes even hours to credit the bonus. Even though I admit that it was not very user-friendly that the expired bonus was still available to you, the bonus was credited shortly after you activated it with the deposit. Therefore, you had more than enough time to notice the bonus and play with it.
Unfortunately, we are not able to help you further under these circumstances. Most bonuses have an expiry date, and there is nothing we can do about it because casinos are free to set their bonus rules as they wish. There is no way that the casino would pay you the winnings accumulated with the expired bonus just because you forgot about it.
Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.
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2 years ago
Translation
Thank you very much for your availability. I agree with your answer, although I think the casino shouldn't keep an expired bonus on the customer's account.
Compliments
LM
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2 years ago
Thank you very much for your understanding Li1979.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
