Nords Casino - Player’s withdrawal is delayed due to phone number verification.

Hi,

Nords Casino has denied my withdrawal. My KYC is confirmed, but transaction has now been "waiting" now for 12 days.

This is second time I'm requesting this withdrawal. First time it was denied, even if my KYC was confirmed, they claimed that they cannot verify my mobile phone number.

Nords Casino requested me to provide evidence that my phone number belongs to me. My mobile phone account belongs to my employer. For further evidence, I have provided them signed document with documentation from mobile service provider portal, clearly stating my name, company, address and phone number.

Such verification has never been asked before, as I have been using online casinos. No issues with withdrawals. Despite I provided Nords Casino everything they have asked, my withdrawal is still on hold and I'm not getting responses to my inquiries.

Thanks for your support.

Hello perkoantti,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Why didn't you register with your own phone number? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

yes, I did play with welcome bonus on Nords Casino. I fulfilled the bonus terms for recycling. Nords Casino has never complained, or referred to my bonus causing the issue with my withdrawal.

I do not see the date when my KYC was confirmed. Based on dates visible, like when my ID document have been approved, I would guess KYC was approved 12th of March.

I have had the same phone number in my active use for more than 20 years. For the past 10 years, my phone bills have been paid by my employer, its part of my contract. So it is MY phone number, my account, just paid by my employer. My mobile phone invoices go straight to our finance department.

I must ask, what does the phone number has to do with identifying an person on betting site? Anyone can use non-traceable pre-paid number to create an account! I have a "real" paid mobile account, and delivered evidence that it belongs to me, still I'm requested to provide further ridiculous evidence; such as "sealed" or "certified" documentation. How to heck you "certify" mobile phone bill?!

I have been delivering several evidences to Nords Casino per their request related to my mobile phone account. I have not heard back from them since 18th of March.

Thanks for your support.

Thank you perkoantti for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, perkoantti,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Nords Casino team,

Could you please explain the player's situation in more detail? What should he do to withdraw the disputed winnings? Were any other rules breached?

Thank you in advance for providing the information.

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 perkoantti,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you submit a complaint to the casino's ADR (MADRE). They should be able to help you, but if it does not help, you can file a complaint directly to MGA - Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/), which is a good licensing authority and has better options and tools to help players.

In case of any questions or news from ADR/MGA, feel free to contact me via email (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru