NordSlot Casino - Player’s account has been blocked.

Hey!

I became a member of nordslot casino and made a deposit with a bonus of 100% after I traded the bonus, I played a little more and won a lot of money which I then took out.

After I took out this money, I would verify, it started with ID card and address. Once I had submitted them, they were approved.

After that, there were additional things I had to send in.

Evidence of bank statement and source of wealth.

Sent in these with then when it was ready I went away and shop then I got a message that your document has been uploaded, our verification team is working on it and will contact you on email.

After this, my account was suddenly banned perma.

Can not reach the live chat because I am banned from all gammix limited casino for no reason at all?

Did exactly as they wanted sent in all the documents and is now waiting for a response from them but feels pretty run down? can you please help me became so happy when I won and now this comes ...

Dear Amanda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hey!

I made an account there last Saturday, when I then made withdrawals, the account verification came, ie the first two documents that I would send in. There was a picture of the driver's license and also the address. They are approved from Nordslot.

Then after that came two more documents bank statement and source of wealth that I had to send in which I did and it still says pending on them. In addition, I received a message that they had received the documents and that they would look through it and then send back by email.

When I had sent in the last source of wealth and they had received it, I would go in to check the situation on their casino site then, I was suddenly perma banned.

Just played slots and wagered the entire bonus.

Got an answer a while ago and this one wrote on email:

Your account has been banned because you did not submit source of wealth document within 30 days of its request (requested 31.05.)

On 14.11. you have received a KYC email with 2 links on which you should upload bank statement and source of wealth documents. Please note that the time for uploading the documents in each link is limited when you first open it, so please make sure, that your documents are available before you start attaching them. In case of additional questions, we are at your disposal.

For any further assistance, please do not hesitate to contact us via chat or e-mail.

Kind regards,

Nord Slot Casino

Support Team

And I have not received any link earlier on 31/5 and what they write about I have followed has also been emailed on the 14th I received a reply that they had received these documents.

Then she wrote again that they should check my documents and when they are approved, they open the account again and approve the withdrawal. But I do not really believe in that, to be honest.

Thank you very much, Amanda, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Amanda!

I will take care of your complaint from now on. I would like to invite representatives of NordSlot Casino into this complaint's discussion in order to provide us with an explanation and help us resolving the issue.

Hello Amanda!

 First, we want to inform you that your account is now verified and reopened. We can assume that all your other accounts under our license are also reopened. Also, as we see in the log on your account, our verification team has informed you about the outcome of the verification on 21.11.2021.

 Our payments team is now working with your withdrawal request and, as soon as they finish – the email will be sent for you to inform about this.

 We carefully checked what happened during your verification process and received the comment from our verification team as well.

 Please read this clarify that will help you to understand the verification process better and avoid delays in future.

 As Nord Slot casino is a licensed casino that works under regulations of Malta Gaming Authority and is operated by Gammix Limited, the verification process is based on the General terms and conditions.

 The situation that happened to you is described in Paragraph 5.3.4. of the general Terms and Conditions. It states:

 "We may request a user to provide additional proof of identity or proof of source of funds, as deemed necessary on a risk-based approach, under the subject of closer scrutiny for regular players or in cases when the level of risk that the business is exposed to is classified as high. Gammix may suspend the account and put any pending withdrawals on hold until such proof has been provided and accepted as per regulatory standards."

 During the verification process the responsible team analyzes your activity not in the one casino brand but in all the casinos working under the same license. In other words, the verification team refers to the consolidated data, that we on the level of casino support are not authorized to see or to have access to.

 Based on this information, the verification team was requesting additional documents from you to proof the source of wealth. That is the main reason why you received the comment about source of wealth documents requested for the 1st time on 14.05, and not being provided within 30 days. At first sight you can say that this delay cannot be referred to Nord slot casino, as your account here was created only in November,2021, but in fact it can be so – this is how license regulations require us to act. And what the verification team must do in case of SOW documents not provided in time – is to temporarily ban all the accounts and kindly ask you to provide the documents again. Which was done in your case. 

As we see, the verification team now informed you about the positive outcome of the verification procedure. They also re-opened your account, and your withdrawal request is now in progress again.

 In future, please do not wait for more that 30 days to provide the requested documents. Also, please pay attention to the fact that to answer the questions regarding the verification procedure or the stage you verification is at, the first line support agent will take time to contact the verification team as well. Keep in mind that your other accounts data and the uploaded documents are not visible for 1st line – this is a part of data protection policy, which is also regulated by the license.

 Here are some useful links where you can find more information about this:

 https://nordslot.com/terms-and-conditions

 https://nordslot.com/privacy-policy

Best regards,

Nord Slot Casino Team

Hello Amanda!

Thanks to the response of NordSlot Casino, your account seems to be opened once more and already verified. Could you please confirm this information? In case of positive reply, is there anything else that we can help you with?

Hey! The account is open again! Everything is positive, thanks for the help!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.