Nordis Casino - Player’s withdrawal has been delayed.

Hello. I have a problem with online casino Nordis (https://www.nordiscasino.com). I have been registered on it for several months. I have never deposited money on it yet, even though they declare that they offer a deposit using, for example, a Skrill wallet, I could not find this option anywhere when I tried to deposit. However. This casino once in a while sends me a NO DEPOSIT bonus offer, usually by email. In my case, the condition for the number (see attachment) was to send your nickname, player id, and email address using the Whatsapp application. I did this and the bonus was credited to my account the next day. After that, I played the slots and then fulfilled the conditions for spinning the bonus. After fulfilling the conditions, my balance was slightly over 100 EUR. I decided to withdraw 90 EUR and keep the rest for the game. Only one withdrawal method was available, namely international bank transfer (IBAN). So I chose this option and entered my REVOLUT account details (held in my name). The amount was then deducted from my casino balance. It is a matter of course at other casinos that after this operation, an email will come confirming this operation, etc.. Nothing came. The transaction can only be found in the transaction history, where it is not clear what stage the withdrawal is in, or whether it was rejected, approved, etc. To date, I have not received the amount. I tried several times to contact the casino with almost all options, e-mails, Whatsapp, and their famous live chat, which is pointed to by an automatic e-mail that comes to me every time I send them an e-mail to support. However, live chat is not available 24 hours a day, which I later confirmed on the player's reviews here. I don't know how to proceed now. When I write to him about my problem on WhatsApp, he even always displays my messages but never writes them off. I hope you can help me with this. Thank you in advance. Pavlik V.

Dear vasekpavlik15,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The same evening that I wrote this complaint, I sent the front and back of the ID document to the email address kyc@nordiscasino.com for KYC verification. I did so even though I was not invited to do so. I immediately attached a question to my selection. The email address is different from the one for support. Again no answer, no reaction whatsoever. I don't see any change in the game honor either. However, according to what they state in the FAQ, the verification will take place within a few hours.

Dear vasekpavlik15,

Have you received your withdrawal from the casino yet?

Hello. No, the situation is still the same. The amount has not arrived, the casino has not yet responded to any of my questions sent to my email. In short, total ignorance.

Thank you for your reply, vasekpavlik15. Have you made any successful withdrawals before? Do I understand correctly that you have not received any confirmation regarding successful verification?

Hello. Since I entered the withdrawal of 90 euros, I have not received any answer to my questions regarding the withdrawal sent to the casino's email support (I always receive only an automatic response that they thank me for the question and that their team will deal with my question. They then mention that I can always use live chat which is 24/7. Its only disadvantage is that it is unavailable 24/7. The KYC verification email where I sent my documents and my withdrawal query was also not answered. And my messages and queries sent to their whatsapp are repeatedly read, displayed and completely ignored.

And I haven't made a withdrawal from this casino yet.

Thank you very much, vasekpavlik15, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello vasekpavlik15,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Nordis Casino to join the conversation and participate in the resolution of this complaint.

Dear Nordis Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Thank you for your help, hopefully the casino will call and start communicating.

It is 25.4. 2023

Almost a month has passed since I entered a request to withdraw 90 euros.

Nothing has happened yet. I have not received any money nor an answer to my repeated questions.

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.

Dear vasekpavlik15,

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, you can contact Curaçao Gaming authority here (info@gaming-curacao.com or complaints@gaminglicences.com) and submit a complaint to them.

It's not the best licensing authority but it may have more options and tools to help players.

Please let me know how the authority responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Kind regards,

Tomas