NordicBet Casino - La cuenta del jugador ha sido cerrada sin reembolso.

I sent an email to the casino in February asking to close my account because I have a gambling problem. The casino has not responded to the message and I have since been able to deposit at the casino. Now after the second deposit I asked the casino again to close my account and return the deposits I have deposited since my first email. The casino has now closed my account, but has not agreed to return the money.

I have screenshots and proof of the email sent, showing the casino email and the email asking me to close my account because I have a gambling problem.

Olen lähettäny helmikuussa sähköpostiviestiä kasinolle, jossa pyydän sulkemaan tilini, koska minulla on uhkapeliongelma. Kasino ei ole reagoinut viestiin ja olen tämän jälkeen pystynyt tallettamaan kasinolle. Nyt toisen talletuskerran jälkeen pyysin uudestaan kasinoa sulkemaan tilini ja palauttamaan talletukset, mitä olen ensimmäisen sähköpostiviestini jälkeen tallettanut. Kasino sulki nyt tilini, mutta ei ole suostunut palauttamaan rahoja.

minulla on olemassa kuvakaappaukset ja todisteet lähetetystä sähköpostista, jossa näkyy kasinon sähköposti sekä sähköpostiviesti, jossa pyydetään sulkemaan tilini koska minulla on uhkapeliongelma

Dear Hecke97,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Nordicbet.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please forward both emails with your self exclusion request to katarina.d@casino.guru?
• Have you had any other communication with casino support regarding your gambling problem, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

I sent you by email the evidence that I have used the same email address to request the closure of my account with the casino. The matter is being processed by the casino, but I haven't received any update yet

Dear Hecke97,

thank you for your message and for your email.

Could you please forward your self exclusion requests in email format rather than screenshots, please?

Could you also send your confirmation of registration emails as well? Kindly include the initial one and the second one when you reopened your account.

Can you access your deposit log, please? Have you made any deposits after your second self exclusion email, please?

Looking forward to your reply.

Katarina

Dear Hecke97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru