The player from the Netherlands had been waiting on a withdrawal for nearly two months. Casino responses were uninformative, only stating that another department was reviewing the case. The player's account was fully verified and the winnings had been accumulated with real money. Despite our efforts to communicate with the casino, there had been no response. We had marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We had recommended the player to seek assistance from MADRE, an alternative dispute resolution service, and the Malta Gaming Authority.
Nords Casino - Player experiences prolonged withdrawal delay.
Black points: 158
Amount: €1,300
Nords 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.
4.6
Nords Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
7 months ago
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7 months ago
My withdrawal is taking almost 2 months now. Is this normal? They only respond with 'another department is reviewing it, we don't have a time estimate'. It can take years or what.
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7 months ago
Hello Takje,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nords Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Hi Jaro, Nick,
They always answer with: "We understand that waiting for the review of your withdrawal can be frustrating and we apologize for this. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion."
No specific reason, but they mention investigation for safety reasons. A friend of mine has the same problems now.
I played some sports betting bonuses, but I am completely aware of the wagering requirements.
My account is completely verified since since january 21st.
They answer quite fast. I spoke yesterday for the last time in the support chat.
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7 months ago
Thank you Takje for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello Takje,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Nords Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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7 months ago
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.
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7 months ago
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, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
