Nords Casino - Player's withdrawal has been delayed.

Hi.

I have registered at Nordscasino on November 2023. Since than have made many deposits and requested several withdrawals, I also have successfully passed verification process.

on 22.01.2024 I have requested 1000€ withdrawal, which is still pending. Usually they process withdrawal within 3 business days, but not in this case. They keep saying that they dont have an update regarding my withdrawal from relevant team.Additionally I still got 585€ account balance, they let request only one withdrawal at a time.

please help me get funds back, thank you.

Dear archelo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Were your winnings accumulated with or without an active bonus?
• Could you please specify which payment method you have opted for?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

1) without bonus

2) revolut bank transfer

usually they process withdrawal in 3 business days, but now already 12 business days passed and still not processed.

Hello archelo,

I'm sorry for the late reply. Have there been any developments since our last conversation, please? 

Hi.

no, withdrawal still not processed( they still say that there is no update from relevant team.

Thank you very much, archelo, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi archelo,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Nords Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

On 16th of February 2024, they have cancelled all withdrawals and removed 1585€ from my account balance. They stated that I have violated rules, but of course i havent done anything wrong and they know that.

Dear archelo, have you been informed what exact rules you have breached?

We're still waiting for the casino to reply, I hope they will react to the complaint and explain the whole situation in more detail.

3.1 Nordscasino reserves the right at its own discretion and at all times, to:

a) Decline to open a Nordscasino account and/or to close an existing Nordscasino Account without any explanation whatsoever;

b) Decline to accept deposits without any explanation whatsoever;

c) Request documents to verify: (i) the identity of the Account Holder, (ii) his/her authorization to use a specific Card and/or (iii) other facts and information provided by the Account Holder. Such request may be made at any given moment and Nordscasino reserves the right to suspend an account pending investigation; d) Transfer and/or license, without prior notice, data regarding an Account Holder to any other legal entity, in any country, ultimately managed and controlled by the Company, subject to Nordscasino guaranteeing that the mentioned data at all times are transferred and managed in accordance with the applicable laws, data protection acts and/or similar;

e) Transfer and/or license, without prior notice, the rights and liabilities regarding an account holder to any other legal entity, in any country, ultimately managed and controlled by the Company, subject to Nordscasino guaranteeing that those liabilities are being honoured;

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

12.11 Company reserves the right to close down existing accounts without explanation. In this event, or in the event of an account closure by a customer the gull balance will be paid out unless any fraudulent (e.g. Arbitrage, etc.) behavior is suspected. In case of fraudulent behavior, winnings will be voided and deposits will be confiscated or refunded, at Company's sole discretion, after we deduct the corresponding administrative and transaction fees and any fees that Company is obliged to pay to the competent authorities due to a customer’s complaint. Company also reserves the right to report to the appropriate authorities, if any customer is involved in any form of suspected fraudulent behavior.

2.12 If, in the Company's sole determination, the Player is found to have cheated or attempted to defraud the Company, in any way including but not limited to game manipulation, using strategies (e.g Martingale, Anti-Martingale system) aimed at unfaithful winnings or payment fraud, or if he / she makes untrue and / or malicious comments with regard to the Company's operation in any media or forum, or if the Company suspects the Player of fraudulent payment, including use of stolen credit cards or any other fraudulent activity (including but not limited to any chargeback or other reversal of a payment) or prohibited transactions (including but not limited to money laundering), the Company reserves the right to publish the Player’s actions together with his / her identity and e-mail address, as well as to circulate this information to banks, credit card companies, and appropriate agencies. Furthermore, the Company may close any accounts and forfeit any account balances that the Player has with the Company We reserve the right to void and withhold any or all winnings made by any Player, where we have reasonable grounds to believe that the said Player is acting or has acted in liaison with an attempt to defraud or damage the Company and/or the Services and/or the Platform in any way. In the interest of data protection, security and avoidance of fraud, the Company does not permit the use of any communication channels included within the Services and/or the Platform to offer or promote any offers, products or services (whether the Player’s or a third party's). The Player is expressly prohibited from posting information or contacting our customers to offer or promote any offers, products or services.

43.6 Nordscasino reserves the right to cancel repeated bets on the same event/market.

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 archelo,

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 (madre-online.eu/file-a-claim/) 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia