The player from Germany had his account blocked without further explanation. After a closer examination, we ended up rejecting this complaint as unjustified.
NordSlot Casino - Player’s account has been blocked.
Amount: €900
NordSlot Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, everyone,
after I increased my deposit from 500 euros to 900 euros, I requested a payout. A day later I wanted to log in to see the current status of the payout. Suddenly I couldn't log in anymore and was shown that my account is locked and that I should contact the live chat. I cannot access live chat from the site. There is just no way. And I can no longer log in to call up the live chat. I then contacted the support by email, but didn't hear anything from the casino. I have already sent another email with no result.
Automatic translation:
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2 years ago
Dear Thomas,
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)? Have you accumulated your winnings with or without an active bonus?
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
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2 years ago
Translation
Hello Petronela,
Thank you for the feedback. I opened the account in October. The account is verified. I only played slots and collected the winnings with no bonus. By the way, today my € 900 was booked. My account is still blocked for whatever reason.
VG
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2 years ago
Do I understand correctly that you have received your winnings already but your account remains blocked?
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2 years ago
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That's right. The support does not react to my emails and the live chat can only be reached if you are logged in. What is not possible due to the blocking.
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2 years ago
Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Understood. However, it would be helpful if the casino could tell the player the reason for the suspension. Otherwise it's completely arbitrary. As a player, I have to be told the reason. And besides, that doesn't change the fact that no emails to support are answered. You don't even get a message that the mail to support has been received. I'm used to much better service from other casinos.
Automatic translation:
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2 years ago
I understand your point of view, Thomas. Unfortunately, I'm forced to reject your complaint. As I mentioned earlier, if all the funds have been paid casino has the right to close an account even without stating a reason. I agree that it would be ideal to inform players about the reasons, regrettably, that is not a standard procedure.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
