NordSlot Casino - Os ganhos do jogador são cancelados e a conta é bloqueada.

Hello,

I deposited 417 euros into NordSlot for the initial welcome bonus and received a bonus of 500 euros.

https://nordslot.com/en/promotions/welcome-package

After successfully rolling over this bonus, I was able to request a withdrawal of 3830 euros.

I used all four welcome packages and deposited approximately 2000 euros with all four bonuses in total.

The only payout I could achieve was with the first welcome bonus of 120 percent up to 500 euros (amounting to 3830 euros).

I then received an email which read:

Dear Jorg Lange,

We are writing to inform you that the management has decided to close your account after an internal investigation.

If after a review it transpires that you have participated or attempted to participate in a manipulative gaming strategy to take advantage of the bonus granted to you by the casino, we reserve the right to deny, withhold, revoke or withdraw your claim to any promotion, winnings or bonus, to terminate your connection with our website and/or to block your account.

We have denied your withdrawal, deducted your balance, and refunded your deposit in kind.

Yours sincerely,

Payments Cashier

My winnings were cancelled and I did not receive a back the approximately 2000 euros that I had deposited for the four bonuses.

This is despite explicit mention in the email that I would have this refunded

I am also locked out of my account and cannot log in any longer.

I have not participated in any manipulative gaming strategy and won fairly, hence my decision to write this complaint.

Unfortunately, the casino has not provided me with any evidence or details on what specific accusations they are levying against me.

I am fully verified and this was the first withdrawal that I requested from NordSlot.

hallo

ich habe bei nordslot 417 euro für den ersten willkommensbonus eingezahlt und 500 euro bonus erhalten

https://nordslot.com/en/promotions/welcome-package

mit diesen bonus konnte ich dann nach erfolgreicher umsetzung 3830 euro zur auszahlung beantragen

ich habe alle 4 welcome packages genutzt und circa 2000 euro eingezahlt mit allen 4 bonussen.

eine auszahlung konnte ich nur mit dem ersten welcome bonus 120 protzent bis zu 500 euro erreichen (3830 euro)

ich bekam dann eine email:

Hallo Jorg Lange,

Wir schreiben Ihnen, um Ihnen mitzuteilen, dass die Geschäftsleitung nach einer internen Untersuchung beschlossen hat, Ihr Konto zu schließen.

Sollte sich nach einer Prüfung herausstellen, dass Sie an einer manipulativen Spielstrategie teilgenommen oder versucht haben, daran teilzunehmen, um einen Vorteil aus dem Bonus zu ziehen, der Ihnen vom Casino gewährt wird, behalten wir uns das Recht vor, Ihren Anspruch auf jegliche Werbeaktion, Gewinne oder Bonus zu verweigern, einzubehalten, zu widerrufen oder zurückzuziehen oder Ihre Verbindung mit unserer Website zu beenden und/oder Ihr Konto zu sperren.

Wir haben Ihre Auszahlung abgelehnt, Ihr Guthaben abgezogen und Ihre Einzahlung auf dieselbe Weise zurückerstattet.

Mit freundlichen Grüßen,

Payments Cashier 

mein gewinn wurde storniert und ich habe auch nicht meine 4 einzahlungen im wert von circa 2000 euro zurück bekommen

obwohl in der email steht das ich es zurück bekomme

auch mein account ist gesperrt und ich kann mich nicht mehr einloggen

ich habe an keiner manipulativen Spielstrategie teilgenommen sondern ehrlich gewonnen deswegen habe ich mich dazu entschlossen diese beschwerde zu schreiben

das casino hat mir leider keine beweise oder details genannt was sie mir genau vorwerfen.

ich bin voll verifiziert und es war meine erste auszahlung die ich bei nordslot beantragt habe

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NordSlot Casino.

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

• Could you please specify whether you deposited and activated the other bonuses only after you requested a withdrawal from the first deposit bonus?
• Could you please specify the date when you requested a withdrawal and when the casino accused you of breaking its rules?
• Could you please specify if you played slots exclusively?
• Have you bet 5€ or less while wagering your funds, please?

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

-I won 3830 with the first welcome bonus and then applied for it to be paid out

Then the account balance was 0.00 euros and I activated and played the other 3 welcome bonuses

-About 2-3 weeks ago I used the welcome bonus. Unfortunately, I can't say the exact date because I can no longer log into my account for the transaction history

The payout was pending for around 10 days before I received this email from the casino

-I played slots and they also implemented the wager 100%

Furthermore, the casino also allows you to play live casino or virtual games with the welcome bonus

see bonus terms:

Slot games, scratch cards: 100%

Tables, Video Poker, Live Casino: 5%

Virtual games: 20%

-I played bets from 3 euros to a maximum of 5 euros

-ich habe mit dem ersten willkommensbonus 3830 gewonnen und diese dann zur auszahlung beantragt

dann war der kontostand 0.00 euro und ich habe die anderen 3 willkommensbonusse aktiviert und gespielt

-vor circa 2-3 wochen hatte ich den welcome bonus genutzt das genaue datum kann ich leider nicht sagen da ich mich nicht mehr in mein account einloggen kann für die transaktionshistory

die auszahlung war dann circa 10 tage pending ehe ich diese email vom casino erhalten habe

-ich habe slots gespielt und diese haben auch den wager zu 100% umgesetzt

desweiteren erlaubt das casino auch live casino oder virtuelle spiele mit dem willkommensbonus zu spielen

siehe bonusterms:

Slot games, Scratch cards: 100%

Tables, Video Poker, Live Casino: 5%

Virtual Games: 20%

-ich habe 3 euro bis maximal 5 euro einsätze gespielt

Thank you very much, fowi30, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi fowi30,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite NordSlot Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hello,

We apologize for the late reply. We have received confirmation from the finance team that the amount of €417 has been refunded to the player's account which was used for deposit. The deposit that is refunded is the initial deposit from which are the winnings. Regarding the account, it remains closed.

Best regards, 

NordSlot Casino

What about my other 3 deposits? In total I deposited around 2000 euros

because I never had a chance of winning since they would never have paid out anyway

I have the right to get these back

Furthermore, where are the details and evidence

what exactly are you accusing me of?

What exactly led to the cancellation of my withdrawal of 3830 euros?

was ist mit meinen anderen 3 einzahlungen insgesamt habe ich circa 2000 euro eingezahlt

da ich zu keinen zeitpunkt eine gewinnchanche hatte da sie ja sowieso nie ausgezahlt hätten

habe ich ein recht darauf diese zurück zu bekommen

desweiteren wo sind die details und beweise

was genau werfen sie mir vor

was genau hat zur stornierung meiner auszahlung von 3830 euro geführt

Dear NordSlot Casino team,

Could you please explain the situation in more detail? You can send any evidence to my email address (peter.m@casino.guru).

Hello,

The player has played and lost the last three deposits, so no refund is necessary. As for the infraction, he violated the bonus conditions, like other players in the casino. The deposit, betting pattern and games played are consistent with other players. The amount of the first deposit that generated a win for a withdrawal that was denied due to the above aggrements has been submitted for refund and the player should have already received it.

Best regards, 

NordSlot Casino

Thank you NordSlot Casino team for your reply. If I understand correctly, the previous three deposits were lost and the winnings were made the last deposit correct? Please send evidence regarding the violation of the bonus rules and betting pattern to my email address (peter.m@casino.guru).

Hello,

The win is from the first deposit after which the withdrawal is made. The next three deposits have been played.

Best regards, 

NordSlot Casino

I see, thank you. Please send evidence regarding the violation of the bonus rules and betting pattern to my email address (peter.m@casino.guru).

Hello,

Еach player's profile and how they play is confidential under GDPR and cannot be shared. A player's pattern and behavior mirrors the behavior of many other players who have done the same and been banned for the same reason. At the moment, this is all the information we can provide on this case.

Best regards, 

NordSlot Casino

Dear fowi30,

I regret to inform you that I cannot assist with your complaint. Given the nature of the complaint, which resembles several others you have submitted, alleging involvement in multiple accounting and player collusion, we have chosen to dismiss such complaints and allocate our time and energy elsewhere. Our service was established to aid casual players who were treated unfairly by casinos and have faced difficulties due to flaws in the casino system. Regrettably, this does not align with your circumstances. There appears to be a recurring pattern, and further investigation into your issues typically yields the same outcome. I'm afraid, your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter