Complaint #22 NordicBet Casino

Accusing me of breaching term #12.1 from their rules without any proof

By Gabriel V.

7 years ago

I registered an account at Nordicbet two days ago after I won big at their sister casino Betsson (cashout out 3 superbig wins without problem there, all with the bonus they offer). So I used the 100% up to 2000 nok when I made the deposit and started with 4000 nok. Played some slots withing the bonusterms, not higher than 60 nok and no slots that was forbidden according to the T&C, that I read well before paying. I use the same computer, and static IP that I have done before and have only played at five onlinecasinos before. Made the deposit with Skrill and after the wagerprocess was complete I had about 10000 nok, went to the cashier and cashed out 5000 nok. Got a mail saying I had breached thier T&C in 12.1 (after asking some friends they seem to use this on most of the welcome offer signups and simply refuse to pay out legit wins to people). Now I got a mail yesterday saying my winnings have been confiscated due to the breach in 12.1, they don´t say anything else, just that my win is confiscated. Is this how it´s supposed to be when players invest their money at a onlinecasino and win, seems to be no problem for the casinos to just take the money and refer to some paragraph that no one has violated. I heard from 3 friends that had played there last year and this year that they did exactly the same thing to them, they did not write here however or to MGA. I ask Askgamblers to please take a look at this, will be very interesting to hear from Nordicbet.

Disputed Casino NordicBet Casino

Reason Bonus terms violation

Amount kr10000

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that NordicBet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

NordicBet Casino

• Representative

4 years ago

Hello,

When registering an account and claiming offers on our site, the customer also agreed to adhere to our terms and conditions.

As stated previously in the thread, we have found that the customer breached our terms 12.1 stating that our welcome offer can only be claimed once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address.

We can confirm that the customer’s account was closed and that any winnings while playing with the welcome offer was withheld. The deposit that the customer used to claim the offer in question was refunded back to the customer’s Skrill account.

I also want to highlight that the customer was informed that they could contact our appointed ADR eCOGRA if they wanted to take the dispute further.

Kind regards,
Pierre

AskGamblers

• Support Team

4 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of NordicBet Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has just extended the response time frame with another 96 hours hoping that NordicBet Casino management will soon jump in with an update on this complaint.

NordicBet Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $432

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

NordicBet Casino Complaint Summary

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

So far, 3 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

NordicBet Casino Complaints

See all complaints for this casino

Not processing my money

Hello,

10 days ago i won a lot of money by nordicbet Casino, they told me that I had to verify my bank account and I did that even two times. And 10 days later I still don't got verified and also don't got my money. They never answered my mail or said that my verification was alright. I chatted with some workers but they can't help me and some of them were really rude. I don't know what to do anymore because they don't listen or answer me. I got some proof of they're actions and i will send them with this complaint.

I hope you can help me because i don't know what to do.

Rejected

€2,250

Account locked with 2500 euro and no further updates after more than a month

On the 8th of jully this summer i noticed i cant log in my account and further action reqiered ( i write lke this bcs maybe they closed the account 1-2 days before). I contacted on chat or mail (prob mail but dont recall, but have mails from 8.7. july proving i asked) and did whatever was asked, Answer is that account is under standard check and will come back with updates. Have passed 1-2 weeks, no answer no updated on a "normal" check. Now it passed over 2 months and no word no nothing, except answer to wait when i ask. I deposited initaly ( may i think) 300euro and build up my balance ( ofcourse they droped the limits for bets since i started...why has this to be fair at all...) to 2500cca ( write cca bcs i dont know exact number as it has been 70days since that. From their support i got no help and have to write here as i saw nordicbet has been coresponsive here. cheers Danijell

Resolved

€1,010

Winnings confiscated, no reason nor explanation why

I made several deposits total of 6200 SEK and was able to win 11643 SEK. that I decided to cash out and everything seemed fine.i verefied account and they promised fast payouts.

After a couple of days waiting time I contacted the support and tried to hurry up the payout, but they said my withdrawal was a subject for "random investigation" and that it would take some more time. But a couple of days later they just closed my account and refunded my 2000 SEK. I contacted them again asking what is going on, but they just said they "have the right to close ANY account for ANY reason WITHOUT explaining why".

I continue to e-mail them but they just come up with the same response all the time. so i cald them and they said that i broke the bonus term 12.1 and thats all they cold tell me. They seem to be able to do whatever they want and all additional info they have been giving me is saying that they claim that I have violated the bonus terms and are refering to a paragraph about 1 bonus per, family, household, IP-number, etc. there is no one other than me playing on my ip address or my comp.. i live alone and i dont think a burgler cam in and started playing on my casino account.. I think they are just making this up, just because they CAN. And dont dont want to pay me winnings!!
i want my winnings plz

Resolved

They closed my account and stole my winnings

I am really new to all this gambling stuff, but I have been trying a couple of online casinos out lately and been enjoying it very much. Never had any problems before I ran into this horrible company...

I saw they had a good reputation and also 4 nice bonuses so I decided to try them out. On my third bonus play I made a deposit of 2000 SEK and was able to win another 4500 SEK. Very happy with my winnings I decided to cash out and everything seemed fine. My account was already verified and they promised fast payouts.

After a couple of days waiting time I contacted the support and tried to hurry up the payout, but they said my withdrawal was a subject for "random investigation" and that it would take some more time. Sure, I can live with that... But a couple of days later they just closed my account and refunded my 2000 SEK. I contacted them again asking what the hell was going on, but they just said they "have the right to close ANY account for ANY reason WITHOUT explaining why". Sure, I am new with this gambling but even I understand that there is NO WAY this crap can be legal.

I continue to e-mail them but they just come up with the same response all the time. They seem to be able to do whatever they want and it is sooo frustrating. All additional info they have been giving me is saying that they claim that I have violated the bonus terms and are refering to a paragraph about 1 bonus per, family, household, IP-number, etc. Well, I have asked my family and they are not playing at any online casino. I live alone so no-one can have been using my wifi to play without my knowledge. Sure, I sometime log on to friends Wifi, but why on earth would that not be allowed? That is so silly if that is the case... But I don't even think that is the case, because I can't remember playing on this site outside my own house. I honestly think they are just making this up, just because they CAN. And it is sooo sick!!!

I want my money back.

Resolved

Refuses to pay after verification?!

i took the bonus and win about 700 euros .. after that they locked the accoutn and asked for verify i send the id ... after that they wanted telefone verifiy ..

so they called i answered all question but they asked what i betted on,

how can i remember what i bet on live 1 month ago.

so they locked the account and just wanted to pay back the 20-30 euroes i deposited ..

i want the money i wonn not deposit...

Resolved

Problems with account verification and withdrawal

I would like my account verified and also my winnings withdrawn.

NordicBet is making this very difficult

I joined On Thursday and spent 90Euros — about 3 hours into the casino time when I had about 20Euros left, I kept getting lots and lots of error messages. Every time I had to reset the browser and every time I went back to the casino, there was a message for me to verify my account by uploading documents to prove my address, method of payment and ID.

I thought this seemed a bit full on. It's normal to upload documents when it is time to withdraw, but this casino was hassling me all the time when I was playing. Anyway in the end I forget playing until the next morning.

Friday morning I upload copy of my driving licence, copies of my bank card and a letter with my address on from a mobile phone company (an invoice). Within 20 minutes they send me an email saying they would like me to send the bank card again, but block out some numbers. I do this for them. 20 minutes later, they reject the proof of address and tell me to send something else. I send a letter from a credit agency (the same letter I have used for many, many casinos to verify my address). I sent this by email and the reply is that i must send me ID and bank cards again. I tell them to sort out their admin.

Twenty minutes they send an email again — we don't accept this kind of letter. I tell them many casinos have already and I have only one thing more. So I send the car insurance letter and the reply come back within 10 minutes "Your documents have now been sent to our security dept — it takes up to 72 hours". This reply was rec'd about 1pm on Friday.

I have not had another email - but I see that the document has been rejected (I am able to view from within my account).

I have some winnings to withdraw — 250Euros, but I am unable to withdraw as there isn't a place on the website where I can do this. So they have my money, but they are making it difficult with this verification process (and not really communicating).

Resolved

€230