Complaint #21 Nordicasino

Account Blocked and withdrawal declined

By Paskaa

6 years ago

Hello

I registered To nordicasino without a problem last thursday and made a deposit of 30€, everything was fine untill i ended winning money and decided To withdraw winnings. I made a withdraw request of 1000e. On friday i tried To login To make a New deposit but only To find out im Blocked from the site. I contacted the livechat and asked why am i Blocked suddenly when withdrawing. I was told my account was Blocked because i had closed account on their Sister site due To gambling problem. I even asked what about my initial deposit shouldnt they refund it atleast, they just told me its my on fault.

Why the f*** they let me open a account there and deposit. They even asked if i want the 1st deposit bonus when i registered, so how should i know i cant play there. That cant Be legal To accept My deposits, and refuse To pay when i win. They obviously can block me from registering but they just want To steal money this way. When joining i didnt know i have 0% chance of winning

Disputed Casino Nordicasino

Reason Double charge/Refund

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Nordicasino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Nordicasino

• Representative

6 years ago

Dear PASKAA

Thank you for your patience.

We have investigated your concerns and we can confirm that your account was closed due to Self-Exclusion on another sister casino, namely OrientXpress.

Please be advised that your account was closed in less than 24hours after it was opened which is a reasonable time under the terms.

The Verification Team had audited and verified your gameplay and unfortunately, you have broken the betting rules under the terms and conditions of the casino.

16. Betting Rules https://www.nordicasino.com/general-terms-conditions/?lang=en

iv. Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

The deposit in played was deposit ID 2328597 of 30 euro and therefore you are not allowed to make bets more than or equal to 9 Euro.

Your gameplay shows that you made 146 bets over the limit ranging from 10 Euro to 125 Euro on the game Foxin Wins. Evidence of the overbetting has been provided to AskGamblers via email.

The casino will be refunding your deposit of 30 Euro.

In order to receive a refund, kindly provide a copy of your bank statement with IBAN and a copy of your ID to support@nordicasino.com “Attn: Compliance Team”.

Kind regards

Compliance @Nordi Casino

Nordicasino

• Representative

6 years ago

Dear PASKAA

Thank you for bringing this matter to our attention.

We will investigate your concerns and update you accordingly.

Kind regards

Nordi Casino

Inactive user

6 years ago

Can You change the amount To 1000€, i want the winnings too, since they let me play and was willing To accept my deposits

Nordicasino Complaint Stats

Resolved 6 / 6

Avg. Amount $1,801

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Nordicasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Nordicasino Complaints

See all complaints for this casino

Withdrawal is taking very long

I made a withdrawal request 6293789 14.8, the amount to be withdrawn was 1400 €. 19.8 Nordicasino announced that in accordance with its terms, only € 1,000 will be paid and the excess € 400 will be deducted from the amount. Ok, I understand this when I checked the terms.

The € 1,000 withdrawal was opened with a new number 6354753. I waited several days and an email was received on 30.8 stating that the withdrawal had been approved.

It is now 9.9 and the payment has not yet been credited to my bank account. Customer service was told that the payment would be in my account on Wednesday 8.9, but this has not happened. Through the chat, I am asked to contact the finance department the next day at. 8.00, but still I don't get answers. We are always asked to just wait. [email protected] has also not responded to my inquiries.

I have identified, the withdrawal has been approved and there is nothing ambiguous about it, but still I am not getting my money?

Resolved

€1,000

I didn't received my money

Hello. I withdraw 5000€ on 2 november. I received mail on 8 november has my withdraw is ok. Normaly i received monney 2 days after received mail. On 19 november I don t received monney on my account. What is the problem with banking transfert? I m very worried. Sorry for my english i m french.
On tchat manager say that banking transfert ok on 9 november. And as i don t received they make an other transfert on 17 november. Don t received.

Resolved

€5,000

Delaying my cashout for no reason, unfairly cutting winnings in half

I played on Nordicasino on 22.08.19

I deposited 50€ with a 200% Bonus.

I managed to wager it through and be able to cashout 1000€ (23.08.19).

After succesfully verficated my account (23.08.19) and Phone verification (28.08.19) / Also they told me that i only can cashout 500 from my winnings.. In there Bonus terms it says: Once you receive a bonus you will be allowed to cash out a maximum of x20 of your deposit.

so it would mean 50€ * 20 = 1000€ not 500€ as they said.

Now its the 01.09.19 and they still not cashed it out.

Ive tried to reach out to the livechat so many times, but nothing goes on.

Resolved

€1,000

Withdrawal of €650 still not paid after waiting over 2 month

Hello dear people.

I am writing here, because support of nordiccasino.com dont answer me normal and dont pay.

I was withdraw 650 euros(Reference number: 339817) 17 of August, and dont get paid till today. My account is fully verified, they dont request anything - just ignoring me and dont pay.

I was message to email, finance team, live chat - no reason.

Rejected

€650

Continuously refusing to close account and won't refund deposits even though knowing about my problem gambling

Hi, even though I told Nordicasino several times over month that I am adictive and need them to close my account they refused to do so and send me free bonuses instead. I have added screenshots for you to understand what happened and use them to briefly summerize what happened. Please see screenshopts to follow up the events: Screenshot 1: An overview about all my communication with nordicasino. You can see that whenever I contacted them and told them I was addicted, they sent me a bonus a few days later. Screenshot 2: On Oct. 22 I wanted to set up a deposit limit but it was denied because the limit was too low. I replied that in this case I wanted a permanent exclusion. I didn't receive any answer. Screenshot 3: I sent additional emails to the support in November, asking for a permanent closure stating that I am a problem gambler. In this screenshot you see my follow-up mails on Feb. 11 and Feb 13, following one email from Nov 25 in which I say, that I suffer from gambling addiction and request a permanent closure at nordicasino and all other casinos that are operated by their owners. Screenshot 4: I received automated replys that my emails were received. In this case its the mail I sent on Nov. 25 with the subject "closure of my account" which was shown in screenshot number 3. Screenshot 5: Confirmation of the casino that my email from Feb 13 with the same subject was received. Screenshot 6: I finally get a reply on Feb 18. The manager asks why I wanted to close my account (what I cleary stated in all of the mails before) and issues me ANOTHER free bonus to trigger my addiction AGAIN! Screenshot 7: On Feb 19 I reply once more, that I am addictive and need a permanent closure (see quote in the lower part of the screenshot). The manager "times out" my account for one week and says he'll get back to me after this, what he never did. Screenshot 8: On the same day I reply that I dont want to wait for a week for a new request but I want a permanent immediate closure. Until July I get no response (but 3 more free bonuses, see overview in screenshot 1). On July 17 I deposit and lose again after I received another free bonus which triggered me. I ask again for a ban and a refund of the 150 Euro. Since my first request I deposited and lost around 300 euro. I threaten to pass the case to important affiliates. Within a few hours I get the response that my account is closed, AGAIN for only 7 days. Three days ago I told the casino that I sent these informations to askgamblers.com and yesterday they agreed to permanently close the account but refused to refund my depsoits since November, when I told the for the first time that I have problems to control myself. I think their behaviour is highly unacceptable. Instead of supporting people who dont only enjoy gambling they ignore them and push them even further. This cannot be accepted, can it? If you need, I can send further proof of my deposits. Thank you

Resolved

€150

Refused to close account despite asking twice via email and refused to refund losses afterwards

Hi! Due to A gamling problem, i have asked this casino to shit Down my account 2 times pr. Mail! I have evidence of this! I didnt hear from Them, other than their auttomatic response, letting me know, that They had recived my mails! I wrote the mails on the 20/2-2018 and 21/2 2018, and to my suprise i recived an e-mail from their “VIP manager” - on the 10/3-2018 letting med know that A bonus og 10€ was added to my account! Due to A gamling problem i let myself Fall, and played for A amount of 1900€ today! Can you please return this deposit to me, and Shut Down my account as i asked you A month ago! The live support team, keep telling me that i Will hear from the right “department” as soon as possible, But Nothing has happend!

Resolved

€1,900