Nitro Casino - A retirada do jogador foi adiada devido a uma alegação de violação de regra.

I used my first deposit bonus from here, and got my bonus. Then i won 1100e, and try to withdarwl, now they say i break rules, because i used first deposit bonus somewhere else many years go, and dont want to pay. But theres no info, that if you use first deposit bonus somewhere else, its not allowed there. Because in their other casinos and low amount wins there hasn't been any problem. Seems like a scam

Hello,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Could you please clarify what you mean by using a bonus many years ago?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I live alone so i dont think there is chance to anybody else used this bonus in this casino, i think i passed KYC and i used my first deposit bonus on justspin casino years ago, never played nitrocasino before, and they say that is the reason why they remowed my wins

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

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

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.

Dear Jumalajape, I got in touch with the casino representative however, I do not bear good news.

According to our policy, we consider the restrictions you have faced to be Against our Fair Gambling Codex. This information should be clearly disclosed before registration and gameplay, not revealed unexpectedly afterwards. We recommend implementing a pop-up or notification during the registration process or when activating a bonus or restricting the player from taking the bonus altogether if they used the same email in a sister casino. As this was not the case and the casino stands by its decision, we are forced to close the complaint as unresolved.

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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter