Nordis Casino - La retirada del jugador se retrasa.

Hello together,

the Casino does not process my withdrawals of 3000€.

After 20 days, Emails are not answered.

The process was as follows:

-05.05.2023, I deposited 200€. I received a €500 Welcome Casino Bonus. See Screenshot.

-05.05.2023, I successfully completed the waggering requirements.

Account balance €6299. See Screenshot.

Bonus rule max cashout: 25x deposit. That is 200€ x 25= 5000€

-05.05.2023 I have paid out 1000€ with Neteller.

-05.05.2023 I sent documents for account verification to kyc@nordiscasino.com and also sent them in chat.

The following days I sent several emails to different recipients. None of my emails were answered.

support@nordiscasino.com

nodepositbonus@nordiscasino.com

silviu.playcasino@gmail.com

kyc@nordiscasino.com

-07.05 another 500€ paid out with Neteller

-09.05 1000€ and 500€ paid out with Neteller

In the first days, the chat was never manned.

-12.05, I was able to contact Marina in the chat.

She said on Monday 15.05, someone will contact me. Further questions were not answered. See Screenshot.

-15.05- the promise was not kept, again no reaction from the casino staff.

-15.05, Contacted Tyler in the chat.

Tyler assured me that he would carry out the verification. He asked me for an additional document and confirmed the verification in the chat. Account is still on "BeValidated.". See Screenshot

-No further contact possible. I am simply ignored in the chat. Many attempts made.

-17.05.2023, if I am not logged in and pretend to be a new user, the support staff respond immediately. See Screenshot.

the last few days the chat has again been very rarely occupied. It is difficult for working people to talk to someone. But they don't help anyway.

Hello askgambleranki,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nordis Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account verified? Do I understand it correctly that you have created a new account in the casino? When was the last time you spoke to the casino and what was it about?

Please note that a withdrawal may take up to 14 days so the dates between you withdrawals were shorter than the average and you should just wait for the money to arrive. Also if you did create a new account, the casino has right to confiscate any balance and ban you from the casino forever.

Looking forward to your answer.

Regards,

Nick

Hello Nick

Thank you for the message.

Could you please let us know how long your account has been verified?

the KYC procedure on the homepage does not work. Java Script error. The casino does not respond to KYC emails. I can only say that a support employee (Tyler) confirmed my KYC in the chat on May 18th. Whether he really did that, I can't say. My status on the homepage is still "beValidated". That's why I sent them the screenshot.

I checked my email again. The above is not entirely correct. On May 18th, Tyler checked and confirmed this. Above is 15.05. Sorry, getting confused here.

Do I understand correctly that you have created a new account at the casino?

No, you got that wrong. I only have one account. The only thing I did is pretend to be a guest in the chat without registering, without logging in. That's when I realized that they only talk to people who want to deposit. Everything else is ignored.

When was the last time you spoke to the casino and what was it about?

I can't answer that with 100% accuracy. But that would have to be May 18th, when Tyler (allegedly) confirmed my KYC.

Please note that a payout can take up to 14 days. Therefore, the periods between your withdrawals were shorter than average and you should just wait

I sent you screenshots of the withdrawals. Payments were made on 05/05, 05/05, 05/07, 05/09 and 05/09. So the first is 20 days old and the last 16 days. So everything over 14 days.

Even if you created a new account the casino has the right to confiscate your funds and ban you from the casino forever.

With all due respect, I don't know how you think I should have a "new" account.

Did something go wrong in the translation?

Each account is new when created. If you mean double account, no, I only have one account.

Thank you for your effort!

updated:

that's the first positive word I say about the casino. Seems like they really "work" at the casino. Today I see to my astonishment that the payment history is displayed with the status. All 5 payouts are in Pending status. I can also cancel this. Which didn't work before. That doesn't really help me with the payment, but I've now canceled a payment of 1000€. A total of 2000€ are still "pending".

Hallo Nick

Vielen Dank für die Nachricht.

Könnten Sie uns bitte mitteilen, seit wann Ihr Konto verifiziert ist?

das KYC Verfahren auf der Homepage funktioniert ja nicht. Java Script Error. Auf KYC E-Mails reagieren das Casino nicht. Ich kann nur sagen, dass mir ein Support Mitarbeiter (Tyler) am 18.05 im Chat mein KYC bestätigt hat. Ob er das wirklich getan hat, kann ich nicht sagen. Mein Status auf der Homepage ist immer noch auf "beValidated". Deswegen hatte ich ihnen den Screenshot mitgeschickt.

Ich habe noch mal meine E-Mails geprüft. Das oben stimmt dann nicht ganz.Am 18.05 hat Tyler das geprüf und bestätigt. Oben steht 15.05. Sorry, komme hier durcheinander.

Verstehe ich es richtig, dass Sie ein neues Konto im Casino erstellt haben?

Nein, das haben sie falsch verstanden. Ich habe nur ein Konto. Das einzige was ich getan habe, ist mich im Chat, ohne Anmeldung, ohne Login, als Gast ausgegeben habe. Da wurde mir klar, dass die nur mit Leuten reden, die Einzahlen wollen. Alles andere wird ignoriert.

Wann haben Sie das letzte Mal mit dem Casino gesprochen und worum ging es?

das kann ich nicht 100% genau beantworten. Das müsste aber der 18.05 sein, als Tyler (angeblich) mein KYC bestätigt hat.

Bitte beachten Sie, dass eine Auszahlung bis zu 14 Tage dauern kann. Daher waren die Zeiträume zwischen Ihren Auszahlungen kürzer als der Durchschnitt und Sie sollten einfach warten,

ich habe ihnen Screenshots von den Asuzahlungen geschickt. Die Auszahlungen erfolgte am 05.05, 05.05, 07.05, 09.05 und 09,05. Damit ist die erste 20 Tage alt und die letzte 16 Tage. Also alles über 14 Tage.

Auch wenn Sie ein neues Konto erstellt haben, hat das Casino das Recht, Ihr Guthaben einzuziehen und Sie für immer aus dem Casino auszuschließen.

Bei allem Respekt, ich weiß nicht wie sie darauf kommen, dass ich ein "neues" Konto haben soll.

Ist in der Übersetzung etwas schief gelaufen ?

Jedes Konto ist neu, wenn es erstellt wurde. Wenn sie Doppelaccount meinen, Nein ich habe nur einen Account.

Vielen Dank für ihre Mühen!

Update:

das ist das erste positive Wort, was ich über das Casino sage. Es scheint, so als ob die wirklich am Casino "arbeiten". Heute sehe ich zum meinem erstauen, dass die Auszahlungshistorie mit Status angezeigt werden. Alle 5 Auszahlung sind im Status Pending. Ich kann diese auch stornieren. Was vorher nicht funktioniert. Wirklich weiterhelfen tut mir das zwar bei der Auszahlung nicht, aber ich habe jetzt eine Asuzahlung in Höhe von 1000€ storniert. 2000€ insgesamt sind noch "Pending".

Hallo Nick

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Update 25.05

the casino won. Cancellation of withdrawals was possible today. I cancelled everything and gambled it away. I didn't really believe I would see a cent of it. People wait for 180€. How likely is it that they will transfer 3000€ ?! Waiting for months drives me crazy.

The case can be closed.

Thank you very much for your support!

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Hello askgambleranki,

I'm sorry to hear that you have lost the balance. Unfortunately, there isn't any process which would make a withdrawal faster if there are additional checks required.

The complaint will be now closed as rejected.

Do not hesitate to contact us if you will come across any additional issues in the future, we will gladly try to help you.

Regards,

Nick