Nortia Casino - Player’s withdrawal requests have been denied.

For the past four months, my withdrawal requests have been continuously denied, and my funds remain inaccessible. Prior to this, I had no issues depositing and withdrawing money, even as I experienced wins and losses.

On May 19, Nortia announced a temporary suspension of deposits and withdrawals using the service Vega Wallet due to some issues. I wasn't worried at first since it was supposed to be temporary, but four months have now passed, and Vega Wallet transactions have not been reinstated. No other casino has taken such a measure. I also contacted Vega Wallet, and they stated that the issue is resolved and that they are waiting for Nortia to resume services. This suggests that Nortia’s decision may stem from other reasons.

Moreover, withdrawals via other methods, such as cryptocurrencies, have also been denied, effectively freezing my funds.

Throughout these four months, I have repeatedly contacted them via email, only to be told to "please wait a little longer" each time, with no indication of resolution in sight.

I still have access to my account.

I have not engaged in any violations such as exploiting strategies or the misuse of bonuses.

I kindly request your assistance in recovering my funds.

Dear amebla,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Have you been advised to use other payment methods to withdraw your winnings?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

- The account has completed KYC and can still be logged in.

- They have refused to allow me to withdraw my winnings due to a problem with VegaWallet, one of the deposit and withdrawal methods. However, when I contacted VegaWallet directly, I was told that this issue was resolved quite some time ago, and since there are no other casinos that restrict withdrawals for the same reason, this is not a problem with the casino system.

I asked for other withdrawal methods such as cryptocurrency, but they refused on the grounds of money laundering. This is unjust because I am playing legitimately and it was the casino that suspended my VegaWallet.

・Interaction with the casino forwarded it by email to.

Thank you very much.

Thank you very much, amebla, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you amebla for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nortia Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you Peter.

The latest response from Nortia was that they are currently doing a major system update and will respond after that is complete. However, it has already been 4 months since my first withdrawal request and I feel I have waited long enough. The reason is not right.

I couldn't wait any longer so I turned to CasinoGuru.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter