Nordis Casino - El retiro del jugador se ha retrasado.

I paid out € 300 but never received it. Support does not answer my messages either!

Habe 300€ ausgezahlt aber nie erhalten. Support meldet sich auch nicht auf meine Nachrichten!

Dear Tilo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before? Also, I would like to know when exactly you requested the withdrawal.

Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

I've never paid anything there was the first time. Money was payable!

There is no live support and no response to my messages yet.

thanks

habe dort noch nie was ausgezahlt war das erste mal. Geld war auszahlfähig!

Live Support gibt es nicht und noch keine Antwort auf meine Nachrichten.

Danke

I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Where should I send my KYC verification to?

Wohin soll ich meine KYC-Verifizierung schicken?

Do I understand correctly that you haven't passed the verification yet? Could you please clarify when exactly you requested the withdrawal?

Hello

Email and phone number are accepted! So far no response from the casino despite several inquiries from my seids!

Payment from 10/30/2021

Hallo

Email und Telefonnummer sind akzeptiert! Bisher keine Antwort vom Casino trotz mehrerer Anfragen meiner seids!

Auszahlung vom 30.10.2021

My best advice, in this case, would be to wait for a little longer, for example, one more week. I will leave this complaint open and if there is no development within this time frame, we will intervene. Please, keep us updated and let us know if there is anything new in the meantime.

Ok, all right, thanks for your effort!

We hear from each other!

Kind regards. Dreyer

Ok alles klar, danke für Ihre Mühe!

Wir hören von einander!

Mfg. Dreyer

Dear Tilo,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hello absolutely no answer or the same. I don't think anything happens anymore. Already disappointed. Will keep waiting.

Kind regards. Tilo D ***

Hallo absolut keine Antwort oder der gleichen. Ich glaube da passiert nix mehr. Schon enttäuscht. Werde weiter warten.

Mfg. Tilo D***

Thank you very much Tilo for your reply. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Tilo,

I have reviewed your case and will now attempt to contact the casino to see if I can help. We will set the timer to 7 days.

Hello Tilo,

Has there been any development? I have not received a response from the casino. If you still haven't had any news I will attempt to contact them again.

Hello Tilo,

Please update us on the situation with your withdrawal. Please be advised that if you fail to reply in the given time-frame your complaint will be rejected.

As the player has stopped responding to our messages, we are unable to proceed and this complaint will now be rejected. It can be reopened at any time.

We’ve reopened this complaint as per the player’s request.

We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

We will now attempt to contact the casino. If there is no response, the complaint will be closed as unresolved and have a negative effect on the casino's rating.

Hello Nordis Casino,

Thank you for your response. To make sure I understand correctly, you have stated it was a no deposit bonus but with wagering of 50x deposit - but should that be 50x bonus? Has the player made any deposits at all?

Dear Tilo,

Could you please respond to this?

Yes the wagering requirement was for the bonus, 50xbonus.

The player has not made any other deposits, he just recieved the No deposit Bonus.

Thank you Nordis Casino. Could I please ask you to provide us with evidence of the rule being broken? If it is easier, you can send it to my email here: adam.m@casino.guru

Hello Tilo,

We have received evidence from the casino that seems to show you have broken the maximum bet rule for the no deposit bonus you have played.

To make sure I have all the facts, I need to ask you to clarify exactly what has happened. As I understand it, you haven't made any deposits but have received and played a no deposit bonus of 10 EUR free cash, which had a max cashout rule of 50 EUR and a maximum bet rule of 0.2 EUR. Does that sound correct? If so, could I also ask if you remember which games you played while using the bonus?

Hello Games I don't remember anymore. But had bonus money which was real money and withdrawable at some point.

Casino fault I would say.

I would also be happy about a partial amount.

Kind regards.

Hallo Spiele weiß ich nicht mehr. Hatte aber Bonusgeld welches irgendwann Echtgeld und auszahlbar war.

Fehler des Casino würde ich sagen.

Würde mich auch über einen Teilbetrag freuen.

Mfg.

Hello Tilo,

I appreciate that you have finished wagering the bonus and tried

to withdraw your winnings of 300 EUR.

If the terms of the bonus state that there is a maximum cash out rule of 50 EUR, even if you have won more than this, any amount over 50 EUR would be deducted before withdrawal. Therefore, the maximum you would be able to withdraw would be 50 EUR, not 300 EUR. It is very common for casinos to limit the winnings from bonuses in this way.

However, the casino is stating that your winnings of 50 EUR have been voided due to repeatedly betting more than the maximum allowed bet of 0,2 EUR. Do you agree that you have bet more than this while using the bonus?

I suppose so. So will I get nothing?

Das nehme ich an. Also werde ich garnix erhalten?

Hello Tilo,

Unfortunately, in this situation I'm afraid that is the case.

The casino can form their own T&Cs and set their own rules for the gameplay, especially when it comes to bonuses.

We are of the opinion that casinos should enforce rules such as these at the software level to prevent players from breaking them accidentally (see: https://casino.guru/fair-gambling-codex-for-casinos#max-bets).

However, not many casinos currently support this feature and players have to read the Bonus T&Cs instead.

If you broke the maximum bet rule, there is not much we can do.

I wish I could help more.

Best regards,

Adam