NordSlot Casino - Player's account has been blocked.

Guten Tag,

Ich erhalte ebenfalls seit drei Tagen keine Rückmeldung auf meine E-Mail.

Nach einen Gewinn wurde mein Konto über Nacht gesperrt, weder auf meine Emails, noch auf KYC Verifizierung wurde reagiert.

Der Live Support ist ebenfalls nicht erreichbar, solange das Konto gesperrt ist.

kann mir jemand weiterhelfen? 🍀🙏

Dankeschön

Hello Ocbs,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? Do I understand correctly that you provided documents to verify your account, but they haven't been approved?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hallo Kristina,

Danke für deine Rückmeldung!

Ich habe den Gewinn ohne einen Bonus erzielt.

Ich habe mein Ausweis Dokument hochgeladen, erhielt eine E-Mail dass die Unterlagen bearbeitet werden und man sich bei mir meldet sobald das erledigt ist, das ist es ja nicht passiert.

Kein Live Chat steht zur Verfügung, keine Antwort auf meine E-Mails!

VG

Thank you very much for your reply, Ocbs. Could you please clarify since when your account has been suspended?

seit dem 07.04.2022.

Thank you very much Ocbs for your reply. I will now transfer your complaint to my colleague Branislav (branislav.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 soon.

Hello, Ocbs,

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

Dear NordSlot Casino Team,

Could you please state the reason why the player's account was blocked? Can you clarify the player's situation? What does the player need to do to successfully verify their account and make a withdrawal?

Thank you in advance for providing the information.

Update: man reagiere zwischenzeitlich auf meine Nachrichten, kurz nach ihrer letzten Nachricht.

Mein Konto war wegen angeblicher falscher Log in Versuche deaktiviert worden, dies wurde widerrufen.

daraufhin beantragte ich eine Auszahlung, diese ist weiterhin in Bearbeitung (vor vier Tagen).

Vor drei Tagen sollte ich erneut meinen Ausweis verifizieren, dies habe ich getan und das ist der letzte Stand

Dear Ocbs,

Thank you for the update. Once your ID verification is done, I sincerely believe it should only be a matter of time before the casino processes your payment.

Please let us know in case of any news.

Looking forward to hearing from you.

Is there any progress on your issue, Ocbs? Was your issue already resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Guten Tag, es gibt weiterhin keine Reaktion!

seit 10 Tagen ist meine Ausweisverifizierung in Bearbeitung, unfassbar.

Update:

seit heute morgen ist sogar der Live-Chat (einloggen in mein Konto ist weiterhin möglich) nicht mehr verfügbar, ebenfalls keine Reaktion auf meine E-Mails an support@nordslot.com !

Ich werde wohl den weg über meinen Anwalt suchen müssen, in der Hoffnung, dass sich etwas bewegt. Sehr sehr schade.

Dear NordSlot Casino Team,

Could you please state the reason why the player's account was blocked? Can you clarify the player's situation? What does the player need to do to successfully verify their account and make a withdrawal?

Thank you in advance for providing the information.

Hello,

As we see, the player's account has been verified 4 days ago, and the access to the account is available. Based on login sessions report, we see that the player entered his account several times for the last 3 days. We also see the note from the payments team that a player has cancelled his withdrawal request 19 hours ago.

The chat service was unavailable for several hours this morning due to the mainenance. Now the chat is available again.

The clarify was sent to the player regarding the status of his account and the withdrawal request. If the player wants, he can re-make the withdrawal request again, and the payments team will start processing it.

Kind regards,

Nord Slot Casino

Vielen Dank, das werde ich tun. Danke für die Mühe

Thank you, Nord Slot Casino Team, for your reply and detailed explanation.

Dear Ocbs,

What is the current status of your problem, please? The main issue was a blocked account - your account is already unblocked. And, you allegedly cancelled your pending withdrawal. Can I consider this complaint resolved?

Das können Sie tun, ich bedanke mich bei allen Beteiligten für Ihre Mühe! Bleiben Sie gesund

Thank you very much, Ocbs, for confirming and for using the Casino Guru complaint resolution centre. I am very glad your problem was resolved.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, NordSlot Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru