Complaint #6 Nostalgia Casino

Account blocked and legitimate winnings rejected

By vespv

10 years ago

Message on forum

Hello AG, my complaint is about Nostalgia Casino.
I have made registration at the casino 9 days ago and i've deposited 1$ to receive 20 $ bonus.I played several hours until i had finished the wagering requirements.After being assured that I met all requirements, i have made a withdrawal request for a 450$. i've reversed the withdrawal and i lost more than a half of the money, but i still had a 200$,so, yesterday i had made a withdrawal request for those 200$. Meanwhile, two days ago i had sent my documents for account verification like the casino support ask me to do,and yesterday (before to make a withdrawal) i have received confirmation that my documents are accepted and my account is confirmed.This morning i have received another email that my account is locked and my winnings are confiscated, because i have a multiple accounts at the casino. This of course it's not true,and after several emails to the risk management they can't explain to me exactly what is wrong with my account. They repeat the same thing that i have a multiple accounts,without giving me a proof for that.
The risk management checking my account for two days , and they didn't found nothing wrong
( because there's nothing wrong), but when i have made a withdrawal request suddenly i have a multiple accounts.
P.S. Please excuse my English, but it's not my native language.

Disputed Casino Nostalgia Casino

Reason Declined payment

Amount $200

Discussion

AskGamblers

• Support Team

10 years ago

This complaint is unresolved, because of strict in-house rules of the casino; they can't provide us with evidence regarding this player. We recommend to the player to seek further help with eCogra or appropriate licensing authority

Nostalgia Casino

• Representative

10 years ago

As I've mentioned, you're welcome to submit your complaint to ecogra if you are not satisfied with the casino's decision.

Cheers

vespv

• Bulgaria

10 years ago

Ohh guys, I'm tired arguing with you for a 200$. From payment department was told me that my account is confirmed, from risk management told me opposite thing. You have too many departments which do not communicate with each other.
The most important thing is that you insist that i have broken the T&Cs, and i'm saying that i'm not.
If i have broken the rules,please send me a proof of that and I will accept your decision.
Otherwise, all we do here is just talk,which is mindless and cost as too much energy.
i will expect some kind of proof on my email or here wherever you like.

Nostalgia Casino

• Representative

10 years ago

I have managed to find the email and it was automated.

The withdrawal process first goes through our payments department for KYC verification (this is one of our license requirements) and once passed (i.e. all documents have been received and comply with KYC) the account is sent to risk management to check that any wagering requirements have been met as well as all T&Cs have been met.

I agree that the wording in this mailer is somewhat deceiving and I have therefore sent it to our QA department to review the wording.

This does not change the fact that the T&Cs were broken however, so the decision will not be overruled.

Cheers

Nostalgia Casino Complaint Stats

Resolved 2 / 4

Avg. Amount $488

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Nostalgia Casino Complaints

See all complaints for this casino

Account Locked Out After Withdrawal Request

Hi, i am writing about my account at Nostalgia Casino. Before the weekend i made my account with the casino(This is my only account on Nostalgia) I Deposited 1 and met the wagering requirements, after the met requirements i continued playing to win a total of 1750. I requested the withrdrawl and waited for confirmation, at that point i was emailed by CR Help Desk and was asked to provide documentation for verification of my account, I provided my Drivers Licence, my Age Card, a government letter for proof of address & my Skrill transactions as proof of my Skrill, I then went onto Nostalgia casino to check my withdrawl status, I then receive a pop-up stating my account has been locked, I am urging to get the issue fixed, as i haven't broken or violated any rules in the casino Terms & Conditions. & have had no reply from the casino yet. Thanks

Resolved

$1,750

Nostalgia Casino locked my account instead of pay me 100 euro winning.

Last weekend I started to play into blackjack ballroom casino,quatro casino and zodiac casino after deposit 20 euro each for a try but all lost within 1 hour..Then I made a account with nostalgia casino and deposited 1 euro to receive 20 euro bonus as they offered their website.I was little lucky finally and won 100 euro after met their 30X rollover requirements. Then I had requested a cash in amount 100 euro and waited 80 hours instead their 48 hours pending period.Today I went to log in to casino but my casino account found has been locked instead of process my 100 euro winning! Already I send them emails to asking the reasons but got no reply yet.So,what's the matter?Could you help me please?

Unresolved

Took my bonus winnings and locked account

i signed up, got my 20 pound free bonus, i got lucky and won 300 pounds from it, i then played it over and over to meet the requirements to wager the bonus the amount of times they require, i got down to 200 pounds and it said i was able to withdraw it all as the bonus had gone to zero and so i then withdraw it last night, i told my kids and wife we have 200 pound going into my bank so could get a couple of things for my boys birthday, i logged onto my NOSTALGIA casino account this morning only to find my winnings had been took from me, and my account has been locked!!!!

I read the email they had sent me, and there reason was on the rainbow riches game that i was playing, the gamble feature i used a few times is against there rules of the bonus. So the 3 hours i spent playing fucking rainbow riches the whole time i was not allowed to use the Gamble feature when i was winning little amounts, so why put the button there? why give that option? why dont they only allow the bonus to be used in certain ways most casino sites would come up with a message saying that the bonus cannot be used on this game or something!

I personally think its just an excuse for nostalgia casino to NOT pay out the 200 i won fair and square!!!! because there was no problem last night when i clicked WITHDRAW.

I now have to tell my kids and wife.

THIS IS DISCUSTING and i am going to take this a lot further than they will ever believe!!!

Resolved