Arctic Casino Complaints

I am a university student and play for fun. On July 3rd, 2025, I won around CA$5,300 playing Big Bass Bonanza 1000. Right after the win, my game crashed, the screen turned blue, and I got this error:

Application error: a client-side exception has occurred (see the browser console for more information).

I couldn’t log back in using Firefox, but I used Chrome and managed to log in — only to find my entire balance was gone and my bonus was removed.

I contacted Arctic Casino support through live chat. They told me they had emailed me explaining why my balance was removed, but I never received any email (not even in spam). I asked them multiple times to show me the reason or resend the email, but they haven’t given me a clear explanation.

I am very upset because I played fair, I won fairly, and I had real money in my account. There was no reason to take away CA$5,300 from me.

I am attaching screenshots of:

My transaction history clearly showing the CA$5,299 bonus forfeit and zero balance.

My chat with their support where they claim they sent an email (but I never got it).

I just want my balance restored or at least a proper explanation in writing of why they took my money.

Thank you for helping.

I am filing this complaint because Arctic casino has applied an unfair and undisclosed maximum win rule to my account.

When I registered and played, there was no mention anywhere on the website of a maximum win limit of 20,000 NOK. Neither in the bonus terms, general terms, nor during registration was this restriction made clear. Only after winning more than this amount did the casino suddenly enforce a 20,000 NOK maximum win cap.

When I contacted customer service, I was told that the "terms are only shown after depositing." This is a clear violation of fair gaming practices, as all important conditions—especially maximum win restrictions—must be transparent and available before a player deposits money.

I strongly believe this is misleading and unfair, as players cannot make an informed decision before committing their funds. This practice directly contradicts the principles of transparency required by licensing standards and by AskGamblers’ Fair Gaming Policy.

What I request:

The casino should honor the full amount of my winnings, not just the arbitrary 20,000 NOK cap.

Arctic casino should update its terms to ensure all limits are clearly stated and visible before players deposit or play.

I kindly ask AskGamblers to assist in resolving this issue.

I am also here providing a Screenshot of when Live chatting with them stating this.