Nordis Casino - El retiro del jugador se ha retrasado.

I requested a withdrawal on Thursday, December 23rd. Amount about 109 euros. I did not receive any answers to my questions or about the payout. The casino doesn't respond at all.

The casino did not pay the withdrawal.

On my casino account I can see the list of my games (765 spins in total); but neither my deposit nor the payout is visible.

I have already sent 4 messages and have not received a reply.

Ich habe am Donnerstag, 23. Dezember eine Auszahlung beantragt. Betrag etwa 109 Euro. Weder auf meine Fragen noch bezüglich Auszahlung Antworten erhalten. Das Casino reagiert gar nicht.

Die Auszahlung hat das Casino nicht bezahlt.

Auf mein Casinokonto kann ich die Liste meiner Spiele (insgesamt 765 Spins) sehen; aber weder meine Einzahlung, noch die Auszahlung sichtbar.

Ich habe bereits 4 Nachrichten geschickt, keine Antwort erhalten.

Dear Robert,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you.

In the meantime, could you please clarify what you mean by invisible deposit and payout?

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

many thanks for your assistance.

I understand that the withdrawals need sometimes a long time. The problem is that the casino doesn't answer anyway. Neither the questions will be answered nor the process about withdrawal will be communicated.

Even the account history about deposits and withdrawals shows nothing. I am sending a screenshot with, that shows "there are No Results" about deposits and withdrawals.

In history I just can see the list of my spins, totally 765 spins. No other results. I am happy that I had made 2 screenshots which I have already sent to you.

I am receiving at the same time promotion emails from the same casino which of course will be sent automatically.

I would be happy if I can see that the casino lives and there is a hope about to get the withdrawal.

Thanks and best wishes for New Year,

Robert

Hello!

I have answered and added a screenshot, which shows that the finance history of my account has no information about deposit and withdrawals.

Best regards,

Robert

Thank you for your reply, Robert. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

If any relevant communication between you and the casino exists, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Hello Kristina,

no, this would be my first withdrawal. About KYC verification, I couldn't find any link on the homepage (only a long information page, but no concrete link to upload the documents). Therefore I have thought, that after my withdrawal request I would receive information from the casino where I must upload the verification documents. I have waited 4 days and received no answer, no information.

It is already 10 days since I have placed my withdrawal request. Neither this request nor my other 3 questions have been answered. Every time I received a ticket number with this message at the end: "Your ticket has been created. We'll reach back to you as soon as it's possible. Have a nice day!"

Best wishes for the new year,

Robert

Thank you very much Robert for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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 Robert,

I looked at your complaint and will do my best to help you. I would like to invite Nordis Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Viliam,

a little update: I have logged the casino in, to check if there is a something new about the finance history.

I saw that I have received 20 Euros on my account. No idea, why? I have not received any email or information about it.

I think, it is added as promotion etc. Perhaps the casino is trying to bound my withdrawal with this promotion that I must complete any wagering which is normally 99% impossible.

Of course, I will not play with this 20 euro.

That the casino gives no answer since your message 5 days before, is really interesting.

I think that something is wrong with this casino.

Best regards,

Robert

We would like to ask the Nordis 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’.

Good afternoon. We would like to inform you that we have not recieved the kyc docs.

Please send them on kyc@nordiscasino.com and we will make the payment. Thank you

Dear Robert,

send them KYC documents and let me know about progress, please.

Hello Viliam,

I have already sent kyc documents (ID-Card both sides and Cable-TV Bill as address verification).

I hope that the casino makes the payment.

Thanks for your effort.

Robert

Hello!

It is already three days since I have sent the kyc documents, and of course I have not received my withdrawal.

And I was shocked as I saw, that this casino is listed as one of the best casinos by a freak 😉

Incredible.

I can imagine how they get this status.

Best regards,

Robert

Dear Robert,

it was the weekend and a lot of people are not working these days. Please, be patient. Also, verification is long and important process.

Can you tell me where did you see Nordis Casino as one of the best Casinos?

Hello Viliam,

I have received the withdrawal today. I thank you for the efforts.

https://www.casinofreak.com/casino-reviews/nordis-casino-review

Incredible, that this casino has already 126 gold medal votes.

I can imagine how they get this gold medal votes.

Best regards,

Robert

Dear Robert,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru