The player from Japan had requested a $4,000 withdrawal on June 24th, which was subsequently canceled due to maintenance by the bank's payment processing service. Despite making daily inquiries, the casino did not provide a resolution timeline. Once the player lost the $4,000, the issue was fixed, but the player’s reimbursement request was ignored. We explained that the availability of payment methods is influenced by various factors and that casinos have limited control over this. Since the player had already played the winnings, the complaint was rejected due to limited recourse.
Nortia Casino - Player's withdrawal issue and compensation request.
Amount: $4,000
Nortia Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.3
Nortia Casino has a Safety Index of 1.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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4 months ago
Translation
On June 24th, I requested a withdrawal of $4000, but it was canceled due to maintenance by the bank's payment processing service. I contacted the casino every day to ask when the issue would be resolved, but all I got was the same response: "We have no idea when it will be fixed."
During this time, even cryptocurrency deposits and withdrawals were halted, leaving me with no way to access my funds.
Predictably, once I lost the $4000, the bank withdrawal issue was suddenly resolved. I demanded the casino reimburse what I had deposited, but they completely ignored my request.
This casino is terrible. They should at least reimburse my deposits.
Automatic translation:
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4 months ago
Dear yx7twryk6y,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.
Please inform me if there is any additional information that I may have overlooked. However, I regret to inform you that I may be compelled to reject your complaint as unjustified. I sincerely wish I could offer more assistance. Thank you in advance for your understanding and response.
Best regards,
Petronela
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4 months ago
Dear yx7twryk6y,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
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.
