Nords Casino - O jogador experimenta um atraso prolongado na retirada.

My withdrawal is taking almost 2 months now. Is this normal? They only respond with 'another department is reviewing it, we don't have a time estimate'. It can take years or what.

Hello Takje,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nords Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Jaro, Nick,

They always answer with: "We understand that waiting for the review of your withdrawal can be frustrating and we apologize for this. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion."

No specific reason, but they mention investigation for safety reasons. A friend of mine has the same problems now.

I played some sports betting bonuses, but I am completely aware of the wagering requirements.

My account is completely verified since since january 21st.

They answer quite fast. I spoke yesterday for the last time in the support chat.

Thank you Takje for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Takje,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Nords Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru