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

FreddyL Germany
posted on July 20, 2018.

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 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

posted on July 22, 2018.


Thank you for bringing this matter to our attention.

We understand that you have been in contact with the Casino and they have responded to you regarding your matter.

We would be grateful if you would please respond to them.

Kind regards

Nordi Casino

FreddyL Germany
posted on July 23, 2018.

Nordicasino has offered me an agreement which I accepted, hence the complaint has been resolved.
Thank you.

posted on July 23, 2018.

Based on submitter's last post, AskGamblers Complaints Team considers this complaint as successfully resolved and the case is being officially closed.

We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.

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