The player from Hamburg has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player has been paid.
NordSlot Casino - Player’s winnings haven’t been received yet.
Amount: €450
NordSlot Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Originally I had on 04.09. requested a withdrawal to the bank of €25 that I won from 20 free spins on Tikipop with no wagering requirements. On September 5th, I received an email from Nordslot's payment department with the information that a minimum deposit would be required, which also does not bring any claim to turnover in order to be able to process the withdrawal request. So I immediately got a Paysafe card for 10€ and deposited it there. Then I canceled the payment that I had requested from the bank and instructed the payment again, this time to my Paysafe card account. I used the deposited €10 to continue playing there. I later requested a payout of €60, so there were two in the process. I then canceled these payments and continued playing and a few hours later I won a few hundred in the Pragmatic game "The Magic Cauldron" with a stake of €1. In the end I applied for the 450€ back to Paysafe for payment. I assumed it would be quicker to complete with an e-wallet than through the bank. But nothing has happened since then. No mail, standard answers from support and today 10 days have passed and the terms and conditions state that a payout should be completed in 2 days, but at the latest after 10 days a message about the reasons should be sent to the player. Unfortunately nothing. Of course, my account is already fully verified and I have asked several times whether I should send proof of Paysafe. But nothing happens. I hope you can help me.
Best regards, Angelina.
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1 year ago
Dear mantek300889,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Unfortunately not. I asked again today in the live chat if the payment department can be contacted again. My request was forwarded again and I was told that an email would be sent to me as soon as there was a response. But of course, as I didn't expect, nothing came from the casino.
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1 year ago
Thank you for your reply, mantek300889. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello, unfortunately I never received a transcript due to communication. However, I asked every day for the first 8 days and the last time on the 14th day. The responsible supporter put me off every time and allegedly made a request to the payment department. I should also get an email back every time there was a response from the department. But until today there was no mail.
No, I have not yet requested a successful withdrawal from this casino.
The ten euros were also my first deposit that I made there. From my point of view, certainly the last one. The payment is there with "in process". But that's been there since the application. Nothing has changed.
I'm just surprised that when I initially only wanted to have €25 paid out to my bank account, an email came from the payment department the next morning with the information that I would have to make a minimum deposit of €10 so that my withdrawal request could be processed can be completed. I had done that and the end result was now just a higher level withdrawal request. And unfortunately nothing has been happening for 17 days.
Thanks for your support.
Best regards, Angelina 🙂
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1 year ago
Thank you very much mantek300889 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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1 year ago
Dear mantek300889,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a NordSlot Casino representative to join this conversation and participate in the resolution of this complaint.
Dear NordSlot Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when she can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Tomas
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1 year ago
Dear mantek300889,
Thank you for contacting us.
I would like to inform you that the game play is currently under investigation with the game provider. We are doing our best to process your request as quickly as possible and will send you an update as soon as we can.
As soon as your case have been reviewed and processed, the withdrawal process will begin, and you'll receive it in 3 to 5 business days afterwards.
Should you have any questions or require any assistance with your account please don’t hesitate to contact our Customer Support team either on Live Chat or by sending an email to support@nordslot.com
Kind regards,
NordSlot Casino
Support Team
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1 year ago
Dear NordSlot Casino,
Thank you for the information, but could you please provide us with an explanation of the player's situation in more detail from your point of view?
Also, please keep us updated on the progress of the investigation.
Thank you very much.
Kind regards,
Tomas
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1 year ago
Translation
Thank you, thank you, dear Casino Guru team and of course especially to Thomas. An hour ago I received an email from Nordslots stating that the withdrawal has been approved. I already checked my Paysafecard account and the 450€ actually arrived there. Without you, nothing would have happened and I would not have received any news from Nordslots for weeks.
Best regards, Angelina
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1 year ago
Dear mantek300889,
I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your 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.
Kind regards,
Tomas
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