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NordisCasino - Withdrawal unreasonably slow


Información sobre las quejas

Casino en conflicto



€ 1360

waischi Hamburg
Publicado el 1 de agosto de 2022


I am having an issue with Nordis Casino.

I made a deposit of 68€ with a bonus of 350% on top.

Max cashout in this promotion is 20x of my deposit.

After wager was done and my funds of 1284,73€ were displayed as withdrawable, I was wondering why there was no withdrawal button at all. I thought this is due to missing kyc.

So I followed their instructions and e-mailed them the documents as instructed in this FAQ page https:­//o­nli­ne.n­or­dis­cas­­m/d­e/d­epo­sit­-wi­thd­raw­-faq/

I told them those were my documents for kyc and that I would like to withdraw.

The answer I received a few days later was "I cant see any withdrawal".

So me wondering how to request a withdrawal, found out that the entire withdrawal section is only existing in desktop version.

I managed to request 3 withdrawals on July 20th. I received a brief email few days later that my withdrawal is being checked. But no action was taken from Nordis ever since.

They don't answer any e-mails and their live chat only worked exactly once. The first time I used it, I was connected to a real agent, who kicked me out of the chat as soon I was asking for guidance regarding withdrawals. From that moment on, I only received an outdated auto reply from the chatbot, who no longer understands any commands.

Publicado el 1 de agosto de 2022

Good afternoon,

Your withdrawal has been approved, we will send you the money today.

Best regrads,
Nordis Team!

waischi Hamburg
Publicado el 1 de agosto de 2022

Thanks for the update.
Well, thats good news.
So i'll be waiting to receive it some time today, then I will post an update in order to close the case. Thanks for cooperating.

Kind regards

Publicado el 2 de agosto de 2022

Dear Waischi,

First of all we would like to thank you for registering on Nordis Casino and claiming the 350% Match Bonus .
Second of all we would like to inform you that your 3 withdrawals were not approved for processing:
1. 1997714781 from 20 July 2022- 1000 euro
2. 1997714780 from 20 July 2022-250 euro
3. 1997714778 from 21 July 2022- 34,72 euro

The reason for declining the withdrawals is that the articles 9, 10 and 17 from 350% Match Bonus Terms and conditions were braked.
To be more precise we would like to let you know that you have deposited 68 euro on 15 July 2022
using „Nordis350” promo code and you have received 238 euro Bonus. Your total balance became
306 Euro.
Acording to article 10 „350%Match Bonus specifications: Wagering requirements: 60 x deposit+bonus” , you should wagered 60x the balance of 306 euro, meaning that you should have achieved a turnover of 18360 euro. Unfortunately you wagered the balance only 14,9x and resulted a 4562,9 turnover.

Acording to the article 9 „Bonus is active 7 days only” you should met the wagering requirements in 7 days. Considering that you have started on 15 July you should accomplish the wagering until 22 July. Unfortunately you have not achieve the wagering during this period and the bonus became unactive.

Acording to the article 10 „The Bonus and the funds from it will be available on the balance 10 days after receiving it. After this period all the funds from the balance will be deducted”.
Unfortunately the 10 days term of the bonus have passed, so your funds were deducted and
your account was credited with your initial deposit of 68 euro.

All terms and conditions of 350% Match bonus can be read here. ( https:­//o­nli­ne.n­or­dis­cas­­m/3­50-­mat­ch-­bonus)
If you have other questions, please let us know. Nordis Team is always at your disposal.

Best regards.

Nordis Team

Publicado el 2 de agosto de 2022

Dear @waischi,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

waischi Hamburg
Publicado el 3 de agosto de 2022


I understand your argumentation, which is backed by your bonus terms but please also understand my reality in this experience. Let me clarify why the Action taken by you is not a fair solution.

Those who play with 60x wager bonus at your casino dont have any possibility monitor their progress in wager. Users dont know about their progress at all unless they try to ask support, which is hopeless. (Your live chatbot doesnt work and prompts outdated away messages.)
The only info for me are seperated balances displayed as "funds" and also as "withdrawable funds".
After deposit with bonus my balance "withdrawable funds" was logically "0".
After a while wagering my balance was at some point also displayed under withdrawable funds.
So what does this tell me? - Of course, that i am ready for withdrawal.

I tried to reach out to you via livechat and email but got ignored constantly. Support and communication was not possible.

I went ahead, requested a withdrawal but nothing ever happened, until we finally meet here and you give me this answer.

So here is the conclusion.

1. I made the withdrawal due to wrong information from your indicator which gave me wrong information.

-Now i understand that your "withdrawable funds" display only works correctly for your standard bonus with lower wager but it was not adapted to the 60x wager which I had to play. This is very obviousely a technical mistake and failure from your side.

2. The validity period for my bonus is over because you guys never stood up for communication within the timespan. Its been two weeks until i finally receive your attention, here on AGs complaint service. - Long time after validity has ended.

You guys have now canceled and taken all my bonus balance. I am not even sure if you not just keep the money for yourselves.
Though I appreciate that you have left my original deposit amount on my account.

Anyway, due to my understanding of fairness, I should receive the bonus funds back and get few extra days in which I can try to finish the wager.

waischi Hamburg
Publicado el 3 de agosto de 2022

Here is a screenshot from the balances as mentioned in my argumentation.

Publicado el 5 de agosto de 2022

Good afternoon waischi,
We apologize for the delay and for the inconvenience, the money has been added to your player account. You have 24 hours to make a turnover. Here are the bonus terms and conditions: https:­//o­nli­ne.n­or­dis­cas­­m/3­50-­mat­ch-­bonus.

Best regards,
Nordis Team!

waischi Hamburg
Publicado el 6 de agosto de 2022

Hi Nordis Team,

Thanks. According to my count, the turnover should be more than finished now. I wagered much more than necessary. Think I took the chance well and now have reached max.payout too.

KYC documents were sent in the past already

How do we proceed? Please inform me as everything is ready for me to make a withdrawal of now 1360€. Or If i should go aheat and make the request first.

Publicado el 10 de agosto de 2022

Dear NordisCasino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

waischi Hamburg
Publicado el 13 de agosto de 2022


here is an update from my side.
After finishing the turnover, I indeed used my calculator to count my wager, I made three skrill withdrawals (500€,500€,360€) which is in total the max win of 1360€, the amount I won.

Over 5k balance is left in my account which will be deducted.

I was trying to withdraw the same amount with several methods, so nordiscasino can pick their prefered payout method and cancel the other requests. But it turns out that only skrill worked for me. All other withdrawal methods were not working for me. They could not be triggered.

After my withdrawals we're made on August 06th, I have now received an email from Marina on August 12th, that my withdrawal is being checked. If everything is OK and if I made the turnover, I am supposed to receive my winnings in no time.

NordisCasino Quejas

  • 0 de 6 Resuelta
  • 3 días Promedio de respuestas
  • 1 semana Duración media de la queja
  • 523 USD Importe medio

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