Complaint #35 Nitro Casino

No feedback from the casino about Self-exclusion

By flipa

3 years ago

At the date 15.11.22 I asked the support casino to close my verified account due the game addiction problems I confrunted. They didn't take any action, so on 17.11.22 I deposit some money and lose it all. I want a refund of the initial deposit, because they didn't close my account at my request.

Is 5 days and no action from the casino. I know I have the option to address the state gamble organization, but I prefer to close the issue friendly.

Disputed Casino Nitro Casino

Reason Refund declined

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Nitro Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

AskGamblers

• Support Team

3 years ago

Dear @flipa,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the deposits made after the closure request.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

AskGamblers

• Support Team

3 years ago

Dear Nitro Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.

Nitro Casino

• Representative

3 years ago

Hi Flipa,

We are sorry that you are dissatisfied with the resolution of the case!

If you are not satisfied with the way we handle your dispute or complaint, you can submit a complaint directly to ONJN. If you are still not satisfied with the response received, a complaint can be lodged with the local courts

We wish you all the best!

Kind regards,
Sally

Nitro Casino Complaint Stats

Resolved 2 / 4

Avg. Amount $6,061

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Nitro Casino Complaints

See all complaints for this casino

Over a month waiting

From time to time I struggle with my eager to gamble and from time to time I also close my accounts to get control of it.

This time I had wrote an email to BP Group Ltd on their site ”Rapid Casino” where I staded that I wanted to ban myself from their brand including all their casinos.

The 29th of aug Ive got this email——

We are sending this E-mail to confirm that your permanent self-exclusion request on

Rapid Casino has been set, and your account is now blocked. Your account will not be

reactivated.

As of today, your account is restricted and you will not be able to log in to any of the

brands we operate.

A few weeks gone by and I start to feel the urge for gambling again and find that Nitro Casino was open for me. So I start to gamble again… and lost…of cours but I manage to save some of them by sober up and withdraw my funds.

My withdraw use to be smooth from BP Group Casinos but this time they wanted som extra verifications wich was all cleared but I still didnt recive any money.

Then I was kicked out from the Casino.

They had realized that I was not allowed to play at their casino.

Now I have tried in over a month to recive some of my money back but they are reffering to the ”relevent department” and tells me ”there is no update on your case” they have , however , given me a hinch that my money will be payed out. But not what money or when or to what account.

The amount of withdraw is about 350eur but the deposits since I got myself banned from BP group is far more than that.

I have written also about that but they refuse to awnser how much I have deposited to their site!

This is causing a lot of stress and I just want a closure on this arrend and move on.

Hope this can help!

Unresolved

€350

Withdrawal issues for a week

Hey!

I won approximately 7,800 euros and requested a withdrawal. A week has passed and the payment has not been received, even though my account is verified.

I spoke with customer service every day. Their only response was, "Sorry, it takes time to process." Each time, I got the same answer.

Note that withdrawals take 24 hours, according to the website.

Can you help me here?

Resolved

€7,800

Withdrawal issues for almost 7weeks

I’m not a new player at NitroCasino and my acc is approved.

I haven’t got any problems with them in the past, but now I made 3withdrawals in total 130.000nok on 16th of September and they were approved and sent further by 19th of September.

Usually it takes up to 5 working days to get money, now its been 6weeks and still nothing. They don't have answers. I'm feeling frustrating. Contacting them daily, and the only answer I get is, we are investigating this case, its some issues with payment provider, you need to be patience and wait.

But I think its been a really long time since and its more than enough time to solve this kind of problem.

Can you help me here?

Resolved

kr130,000

Withdrawal declined over 10 times due to banking details error that does not exist

Absolutely horrifying and disappointing experience at Nitro Casino as a Canadian player. Their only withdrawal method is via bank transfer, but every time I submit the withdrawal and submit the correct documents (over 10 times now!), they reject the withdrawal saying 'you've entered incorrect bank details'. Meanwhile, I've quadruple checked each time, had multiple successful withdrawals at other sites, just not Nitro Casino. It is 100% obviously an error on their end, that they refuse to fix. I've gone back and forth for over two months now - simply put, they just want to refuse my payment. This is a horrible site that truly does not care about their customers and gaining their trust - avoid at all costs, until this issue is resolved.

Rejected

$153