The player from Germany had deposited around 2000 euros in NordSlot casino to utilize welcome bonuses. After successfully wagering the bonus, a withdrawal request of 3830 euros had been placed but was denied, and the player's account was closed. While the casino had alleged the use of a manipulative strategy which resulted in the cancellation of winnings and deposits, the player was not provided with specific accusations. We had asked the casino for evidence of the alleged violation, but they had cited GDPR regulations and refused to share specific details. We were unable to assist the player further due to the nature of the complaint and its resemblance to previous cases involving multiple accounting and player collusion. The complaint was ultimately rejected.
NordSlot Casino - Player’s winnings are cancelled and account is blocked.
Amount: €3,830
NordSlot Casino
Safety Index:Above averageOther
REJECTED
Case summary
Hello,
I deposited 417 euros into NordSlot for the initial welcome bonus and received a bonus of 500 euros.
https://nordslot.com/en/promotions/welcome-package
After successfully rolling over this bonus, I was able to request a withdrawal of 3830 euros.
I used all four welcome packages and deposited approximately 2000 euros with all four bonuses in total.
The only payout I could achieve was with the first welcome bonus of 120 percent up to 500 euros (amounting to 3830 euros).
I then received an email which read:
Dear Jorg Lange,
We are writing to inform you that the management has decided to close your account after an internal investigation.
If after a review it transpires that you have participated or attempted to participate in a manipulative gaming strategy to take advantage of the bonus granted to you by the casino, we reserve the right to deny, withhold, revoke or withdraw your claim to any promotion, winnings or bonus, to terminate your connection with our website and/or to block your account.
We have denied your withdrawal, deducted your balance, and refunded your deposit in kind.
Yours sincerely,
Payments Cashier
My winnings were cancelled and I did not receive a back the approximately 2000 euros that I had deposited for the four bonuses.
This is despite explicit mention in the email that I would have this refunded
I am also locked out of my account and cannot log in any longer.
I have not participated in any manipulative gaming strategy and won fairly, hence my decision to write this complaint.
Unfortunately, the casino has not provided me with any evidence or details on what specific accusations they are levying against me.
I am fully verified and this was the first withdrawal that I requested from NordSlot.
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NordSlot Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify whether you deposited and activated the other bonuses only after you requested a withdrawal from the first deposit bonus?
- Could you please specify the date when you requested a withdrawal and when the casino accused you of breaking its rules?
- Could you please specify if you played slots exclusively?
- Have you bet 5€ or less while wagering your funds, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
-I won 3830 with the first welcome bonus and then applied for it to be paid out
Then the account balance was 0.00 euros and I activated and played the other 3 welcome bonuses
-About 2-3 weeks ago I used the welcome bonus. Unfortunately, I can't say the exact date because I can no longer log into my account for the transaction history
The payout was pending for around 10 days before I received this email from the casino
-I played slots and they also implemented the wager 100%
Furthermore, the casino also allows you to play live casino or virtual games with the welcome bonus
see bonus terms:
Slot games, scratch cards: 100%
Tables, Video Poker, Live Casino: 5%
Virtual games: 20%
-I played bets from 3 euros to a maximum of 5 euros
Thank you very much, fowi30, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi fowi30,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite NordSlot Casino to join the conversation and contribute to the resolution of this complaint.
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.
Hello,
We apologize for the late reply. We have received confirmation from the finance team that the amount of €417 has been refunded to the player's account which was used for deposit. The deposit that is refunded is the initial deposit from which are the winnings. Regarding the account, it remains closed.
Best regards,
NordSlot Casino
What about my other 3 deposits? In total I deposited around 2000 euros
because I never had a chance of winning since they would never have paid out anyway
I have the right to get these back
Furthermore, where are the details and evidence
what exactly are you accusing me of?
What exactly led to the cancellation of my withdrawal of 3830 euros?
Dear NordSlot Casino team,
Could you please explain the situation in more detail? You can send any evidence to my email address (peter.m@casino.guru).
Hello,
The player has played and lost the last three deposits, so no refund is necessary. As for the infraction, he violated the bonus conditions, like other players in the casino. The deposit, betting pattern and games played are consistent with other players. The amount of the first deposit that generated a win for a withdrawal that was denied due to the above aggrements has been submitted for refund and the player should have already received it.
Best regards,
NordSlot Casino
Thank you NordSlot Casino team for your reply. If I understand correctly, the previous three deposits were lost and the winnings were made the last deposit correct? Please send evidence regarding the violation of the bonus rules and betting pattern to my email address (peter.m@casino.guru).
Hello,
The win is from the first deposit after which the withdrawal is made. The next three deposits have been played.
Best regards,
NordSlot Casino
I see, thank you. Please send evidence regarding the violation of the bonus rules and betting pattern to my email address (peter.m@casino.guru).
Hello,
Еach player's profile and how they play is confidential under GDPR and cannot be shared. A player's pattern and behavior mirrors the behavior of many other players who have done the same and been banned for the same reason. At the moment, this is all the information we can provide on this case.
Best regards,
NordSlot Casino
Dear fowi30,
I regret to inform you that I cannot assist with your complaint. Given the nature of the complaint, which resembles several others you have submitted, alleging involvement in multiple accounting and player collusion, we have chosen to dismiss such complaints and allocate our time and energy elsewhere. Our service was established to aid casual players who were treated unfairly by casinos and have faced difficulties due to flaws in the casino system. Regrettably, this does not align with your circumstances. There appears to be a recurring pattern, and further investigation into your issues typically yields the same outcome. I'm afraid, your complaint will be rejected. I wish I could be of more help.
Best regards,
Peter
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