The player from the Czech Republic requested a withdrawal 4 months ago, supplied all the necessary documentation, but hasn’t received any communication since. The withdrawal is recorded but not refunded in his gaming account. The complaint was resolved as the player got verified and his withdrawal got processed.
Nordis Casino - Player’s withdrawal is delayed.
Amount: €150
Nordis Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I requested a withdrawal, then received an email detailing which documents I should send. All were sent, but there has been no communication since. The withdrawal is recorded in the transactions. Moreover, there has been no refund to my gaming account.
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1 year ago
Hello ladavareka,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GAPA HERNA Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Dear ladavareka,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Hello, I'm sorry, this is not a gapa casino, but NORDIS Casino. However, that was not on the menu.
No one ever answered me on live support. They only requested the necessary documents via e-mail (KYC verification), which I immediately sent. This is their response - they sent it back to me saying paid -
. They contacted me 2 more times with a bonus offer via Whatsup, so I answered them there (see screenshot) No further reply.Automatic translation:
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1 year ago
Hello ladavareka,
Do I understand it correctly that the verification is ongoing since May? Do you still have any balance on your account?
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1 year ago
Translation
I don't have a balance on my account, but they called me with an apology.. so I sent them everything again and we'll see
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1 year ago
Good afternoon Ladislav V****, we apologize for the delay, the account has been verified and the withdrawal has been validated. I have attached the proof of payment here:
.Best regards,
Nordis Casino
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1 year ago
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kasinoguru 👍👍👍 you are doing a worthy activity, thank you very much, without you they would definitely laugh at me.
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1 year ago
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Nordis Casino - cool, but the delay is only a quarter of a year... I think for myself and I definitely do not recommend you
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1 year ago
Dear ladavareka,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
