Nordis Casino - O jogador não pode retirar os ganhos.

I signed up at this casino almost 1.5 years ago. There should be €10 to register. However, after I filled out my profile and verified email/mobile, there was no €10. I simply logged out and stopped visiting the casino.

On 03/23/23 I got a message via Whats App "10€NoDeposit"

I replied and a few days later the €10 was in my account.

I wagered the €10 35 times and paid out €50. After a few days passed without anything happening I tried to contact the casino but without success. Chat/Email/WhatsApp every one of my messages was ignored.

On 7/12/23 I canceled the withdrawal to request it again.

Ich habe mich vor knapp 1,5 Jahren bei diesem Casino angemeldet. Für die Anmeldung sollte es 10€ geben. Nachdem ich mein Profil ausgefüllt habe und E-Mail/Handy verifiziert habe, gab es jedoch keine 10€. Ich habe mich einfach ausgeloggt und das Casino nicht mehr besucht.

Am 23.03.23 bekam ich eine Nachricht via Whats App"10€NoDeposit"

Ich antwortete und ein paar Tage später waren die 10€ im Account.

Ich habe die 10€ 35x umgesetzt und 50€ zu Auszahlung gebracht. Nachdem einige Tage vergangen sind, ohne dass irgendetwas passiert ist, habe ich versucht Kontakt mit dem Casino aufzunehmen, jedoch ohne Erfolg. Chat/Email/WhatsApp jede meiner Nachrichten wurde ignoriert.

Am 12.07.23 habe ich die Auszahlung storniert, um sie noch einmal zu beantragen.

Dear mdz124,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the withdrawal request is pending in your casino account without being processed for a few weeks? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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,

Kristina

Hello,

yes I requested the withdrawal on 3/26/23 and nothing happened.

This is my first withdrawal I've requested.

I didn't get a reply to my email with my documents either.

lg

Hallo,

ja ich habe die Auszahlung am 26.03.23 beantragt und nichts ist passiert.

Das ist meine erste Auszahlung, die ich beantragt habe.

Auch auf meine Email mit meinen Dokumenten habe ich keine Antwort erhalten.

lg

Thank you for your reply, mdz124. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post here a screenshot of your withdrawal history.

On 7/12/23 I canceled the withdrawal to request it again.

However, I couldn't request another withdrawal because the withdrawal page looks like this

When I click "CLICK HERE!" click, it just sends me back to my profile.

Here is the finance history:

Am 12.07.23 habe ich die Auszahlung storniert, um sie noch einmal zu beantragen.

Jedoch konnte ich keine erneute Auszahlung beantragen, da die Auszahlungsseite wie folgt aussieht

Wenn ich auf "CLICK HERE!" klicke, werde ich einfach zurück zu meinem Profil geschickt.

Hier ist die Finance History:

Thank you very much, mdz124, for your cooperation. 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 mdz124 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nordis Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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 Curaçao Gaming authority here (info@gaming-curacao.com or complaints@gaminglicences.com) 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