Nitrobet Casino - A conta do jogador foi encerrada sem motivo.

The game stopped while I was playing,

After that the account was blocked.

No reason given, no communication,

The funds remain in the account.

The amounts in dispute are stated approximately.

I feel this closure of my account is unjust and will be filing a claim to have my account re-opened and my funds returned.

・Identity verification has been completed.

・I haven't heard back from the casino yet.

・I was in the middle of playing using a bonus.

プレイしていた途中でゲームが止まり、

その後アカウントがブロックされたとなりました。

理由も分からず、連絡も無く、

資金もアカウントに残ったままです。

係争額はおおよそで記載しました。

このアカウント閉鎖は不当と感じ、アカウントの再開と資金の返還を求めて、クレームを提出します。

・本人確認は完了しています。

・カジノからの連絡はまだありません。

・ボーナスを利用してプレイしている途中でした。

Hello miki0610,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nitrobet 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?
• When exactly did the casino block your account?
• When was the last time you spoke to the casino and what was it about?

Please note that according to the screenshot, you must have mention gambling addiction to the casino or you have been excluded in one of their sister casinos before that.

Looking forward to your answer.

Regards,

Nick

thank you for your reply.

The verification was completed about a week ago.

- Accounts will be blocked one day in advance.

There has been no communication from the casino.

Thank you for your consideration.

返信ありがとうございます。

・確認は約1週間前に完了しています。

・アカウントのブロックは1日前です。

・カジノからの連絡はありません。

以上よろしくお願いします。

Hello miki0610,

Can you please advise if you have ever mentioned any gambling related issues to the casino?

Additionally, did you try to contact the casino's e-mail support to resolve the matter - if not, please do as soon as possible as it should be the first step to do in such cases.

Let us know in case of any updateds.

Regards,

Nick

The email has already been sent,

There is no response.

There has been no communication from the casino.

メールはすでに送信していますが、

返答が無い状態です。

カジノからの連絡はありません。

Hello miki0610,

Can you please advise which e-mail address did you send it from as I could not locate any e-mail from you.

Awaiting your response.

Regards,

Nick

Thanks for the reply Nick.

I sent the email to Nitrobet Casino support, not to Nick.

I don't know Nick's email address.

返信ありがとうnick.

私がメールを送信したのは、nickではなく、このnitrobetカジノのサポートに送っています。

nickのメールアドレスを私は知りません。

Hello miki0610,

Sorry for the misunderstanding - please also forward the e-mail you have sent to the casino and their reply (if they did) to nikolas.b@casino.guru as well.

Thanks in advance.

Regards,

Nick

Thank you for contacting me.

I will send it immediately.

連絡ありがとう。

すぐに送ります。

I have just forwarded it to the address specified by Nick.

I have not received a reply to the email I sent to the casino so I am only forwarding the email I sent.

先ほどnickの指定したアドレスに転送しました。

私がカジノへ送ったメールに対して返信は無いため、私が送信したメールのみ転送しています。

Thank you miki0610 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

got it.

thank you.

わかりました。

よろしくお願いします。

Hello miki0610,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Nitrobet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.

Best regards,

Michal V

We’ve reopened this complaint at the request of Nitrobet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Nitrobet Casino,

Could you give us an update on the situation as promised?

Hello Michal,

Thank you for reopening this complaint.

After a thorough internal review, we would like to clarify the reason behind the closure of this account. The player’s account was blocked due to a duplicate account match, as it shares the same IP address, identical credential pattern (same encrypted hash) and clear operational similarities with a previously existing account on our platform.

As stated in our Terms and Conditions:

3. Multi Accounts

3.1. A user may only register and use one account on our website.

3.2. Only one account per household, IP address and device is permitted. If multiple users share the same household or IP, our team must be informed in advance.

3.3. If a player registers or attempts to register more than one account, we reserve the right to block or close any or all related accounts, void bets, cancel bonuses and void withdrawal requests. Any winnings or bonuses generated through duplicate accounts will be forfeited.

In addition, our system identified several indicators that are commonly linked to third-party control of an account. The original duplicate account had been previously self-excluded / flagged for responsible gaming concerns, and shortly after, new accounts were created under family members’ names, following the same behavioural patterns.

We take Responsible Gaming extremely seriously. For this reason, the platform automatically restricted the account once these patterns were identified.

Nevertheless, in order to cooperate fully and to ensure the player can communicate with us, we have reopened the account. After completing a full account verification, the player will be able to access the account and withdraw any remaining funds in accordance with our policies.

If you require any additional details or documentation, we remain at your disposal.

Kind regards,

Nitrobet Support Team

Dear Nitrobet Casino,

Thank you for your reply.

Dear miki0610,

Could you comment on the points brought up by the casino?

I understand what the casino is saying.

I am a cousin of the person who told me about this casino site, and although we are not in the same household, we share the same last name.

If my account needs to be verified, I'd like to do so and play again.

カジノ側の言っていることを理解しました。

私はこのカジノサイトを教えてもらった人の従兄弟であり、同一世帯ではありませんが、姓は同じです。

アカウントの認証が必要であれば、認証を行い、またプレイしたいと思っています。

Dear Nitrobet Casino,

Could you provide me with evidence that would support your claim? You can send everything to michal.v@casino.guru. I look forward to hearing from you.

Dear Michal,

Dear Casino Guru Team,

We would like to provide an update regarding this case.

The player’s account was fully reopened to allow them to complete the required verification process and proceed with any withdrawal they wished to make. However, instead of withdrawing, the player chose to use their remaining balance for gameplay.

From our side, the case is therefore considered resolved and closed.

Should the player have any further questions, require assistance, or encounter any issues, our team remains fully available and ready to help.

Kind regards,

Nitrobet Casino

Dear Nitrobet Casino,

Thank you for updating me.

Dear miki0610,

Can you confirm the casino's statement?

I have confirmed it.

確認しました。

Dear miki0610,

Since you have confirmed you have played down all of your disputed funds, there is nothing more we can do for you in this case. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.