Nitro Casino - La retirada del jugador se ha retrasado.

Casino not paying!

The Casino confirmed that they paid out my winnings that i never had to my skrill account. Sent the casino my bank statement to show i never received it. Each time i ask for my money i get an email that my email has been escalated to the finance team for review and still the same as of today 30 days later. No money.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nitro Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in and review the status of your most recent payout?
• Could you please share with me a screenshot of the status of your most recent payouts?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Tomas,

Please find attached the screenshot from my casino account. I made a 100€ deposit and received the same as bonus. The casino no longer reply and i have emailed you the communication. They hold my money.

I hope that is ok.

Kind regards,

Nichola *****

Dear Oceanvibe666,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Oceanvibe666,

My name is Lucia 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 Nitro 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,

Lucia

Dear Nichola,

I have checked this case with our payments team and can confirm that there was a technical issue with the original withdrawal request, which caused it to fail and get stuck in a system loop.

As a result, the withdrawal did not process correctly. The winnings have now been fully credited back to your casino account, and you can submit a new withdrawal request at your convenience.

I apologize for the delay and any confusion this has caused. Our team is monitoring your account to ensure the new withdrawal is processed correctly and without further issues.

Best regards,

Robert

Dear Nitro,

I have now made a new withdrawal and appreciate your assistance to ensure i receive this promptly.

Thank you,

Nichola

Hello,

I’m happy to hear things are moving in the right direction. I will leave this complaint open until I receive confirmation that all funds have been received.

Hi Lucia,

Nothing so far from the casino.

Hi Nichola,

I have just checked the status of your withdrawal and it seems like your withdrawal was delayed because there is a limit on how much can be paid out to payment methods that are not fully verified on your account.

​

To move forward smoothly, please try the withdrawal again and choose one of these options:

Split the amount into two separate withdrawal requests, or

Use the payment method that is already verified, ending in ****92016, which is not affected by this limit.

​

Once you do this, your payout should be processed without further issues. If anything still doesn’t look right, please reach out so support can review it for you right away.

Thank you,

Robert

Dear Nitro Casino representative,

thank you very much for the update. .

Dear Oceanvibe666,

Please let us know if you’re still experiencing any issues with your withdrawal.

Dear Nitro,

I have split the payments now but as you can see i made a deposit to the same card i am withdrawing to so a different account is not the case here. So what method there you say is verified for full withdraw is not me.  ****92016 not to do with me. I have always withdrawn to the card i used to deposit and done so again now in 2 withdrawals.

Nichola

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Oceanvibe666,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia