Nordis Casino - Игрок испытывает трудности с выводом своего выигрыша.

MY BONUS WINNING IS WITHDRAWN BY THE EMPLOYEES!!!! While I wrote to the online chat to figure it out, they simply ignored me, as soon as I left, a dialogue immediately began. Made screenshots. Also in the personal account, the time of withdrawal, the amount and the online wallet are indicated. I can easily provide screenshots of my wallet, transaction history, I will prove that I did not receive any money. MY WINNING IS STOLEN!!!

МОЙ БОНУСНЫЙ ВЫИГРАШ ВЫВЕЛИ САМИ СОТРУДНИКИ!!!! Пока я писал в онлайн чат, чтобы разобраться, меня просто игнорировали, как только я вышел, сразу начался диалог. Скриншоты сделал. Так же в личном кабинете указано время вывода, сумма и онлайн кошелек. Могу без проблем предоставить скриншоты своего кошелька, историю транзакций, докажу что я не получал никаких денег. МОЙ ВЫИГРАШ УКРАЛИ!!!

Dear mamadukozel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Good afternoon. Are you a representative of this casino? Very late. In my personal account, a chat was conducted on my behalf and a withdrawal was made!!! And you told me about the documents and 14 days. They also said in the chat that they created some kind of ticket, what is it?

Добрый день. Вы представитель этого казино? Очень позоже. В моем личном кабинете вёлся чат от моего имени и было совершено снятие средств!!! А вы мне про документы и 14 дней. Ещё они в чате говорили что создали какой то билет, что это?

Dear mamadukozel,

I’m sure you understand that I don’t work for Nordis Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem. 

Could you please advise what is the status of your withdrawal now? Is it still pending inside your account or has it been processed already?

Dear mamadukozel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I fulfilled all the conditions and my bonus was 78 euros. According to the terms of the bonus, I could not withdraw more than 30 euros. I tried to withdraw different amounts, 15, 20, 25, but no more than thirty. Each application was rejected without explanation. This morning, also without explanation, all 78 euros were deducted from the Manual withdraw account.

Я выполнил все условия и мой бонус составлял 78 евро. По условиям бонуса я не мог вывести больше чем 30 евро. Я пытался вывести разные суммы, 15, 20, 25, но не больше тридцати. Каждую заявку без объяснения причин отклоняли. Сегодня утром, так же без объяснения причин, все 78 евро были списаны со счета Manual withdraw.

Thank you very much, mamadukozel, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, mamadukozel,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Nordis Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Nordis Casino Team,

Could you please clarify the player's situation in more detail from your point of view?

Thank you in advance for providing the information.

Hello. And what happens if the representatives of the casino do not answer?

Здравствуйте. А что случится, если представители казино не ответят?

Hello,

As a standard, if no response is received in the set time frame, we extend the timer one more time and a casino has a second chance to comment in a thread. During this time, we try to contact the casino also in other possible ways. If the casino fails to comment on the complaint again, the complaint will be closed as unresolved and the casino's rating will be affected accordingly on our website.

Hey! I don't think they will answer. Support service is a bot, but letters are ignored! But spam about promotions comes every day in the mail from them!!

Привет! Мне кажется они не ответят. Служба поддержки бот, а письма игнорируют! Но спам об акциях приходит каждый день на почту от них!!

Good afternoon. The withdrawal will be processed as soon as the customer will complete the KYC documents.

Until this moment we have recieved only a picture with passport and phone number. Please send

at kyc@nordiscasino.com a selfie with the passport and a proof of address ( utility bill or bank statement) and you will recieve the funds. Thank you!

I sent you a selfie and a bank statement in a PDF file, I received a response that the verification was passed!

Я отправлял вам на почту селфи и выписку из банка в PDF файле, мне пришёл ответ, что верификация пройдена!

Thank you for all information.

Dear mamadukozel,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update. Let's stay patient and provide the casino with a few business days to process your payment.

Please let us know as soon as you receive the payment.

Ok, I'll post the result. Thanks a lot for your help!

Ок, я напишу результат. Спасибо большое за вашу помощь!

Yesterday we received an email with a list of required documents. Although I already sent them everything before. Sent again everything they wanted. There was no answer yet.

Вчера прислали на почту письмо со списком нужных документов. Хотя я уже им все отправлял ранее. Отправил ещё раз все что они хотели. Ответа не было ещё.

I understand, and I am sorry that I hear about another delay. However, in the case of any doubts on the casino's side, it can require additional documents from players anytime. They need to make sure you are the rightful person and your KYC is fully done. It is hard for them to verify a person if they cannot perform the verification process physically.

I truly believe your KYC will be done shortly. Feel free to let us know about any progress or news.

Hey! I sent all the documents according to the list. All real)))

Привет! Документы я отправил все по списку. Все настоящие )))

After sending the documents, they don’t answer me whether the account was confirmed or not, the money was not paid by itself

После отправки документов мне не отвечают подтвердили аккаунт или нет, деньги само собой не выплатили

Please, provide the casino with a few more working days to review your documents. Let's stay patient and positive. I believe the casino will contact you shortly.

Once you receive any reply from the casino, let us know about an update.

Or maybe it's just not the answer?)

А может быть такое , что просто не ответ ?)

As I already stated, please let's stay patient. I am extending the timer until the end of this week (Friday).

If there is no progress on your issue, I will request an update from the casino again.

Thank you for understanding. In case of any news, please let us know.

Dear mamadukozel,

Is there any progress on your issue? Can you please provide us with an update? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Good afternoon! After the casino re-requested my documents and I sent them to them, there were no letters with a response, there were no payments either.

Добрый день! После того, как казино повторно запросило мои документы и я их им отправил никаких писем с ответом не было, выплат не было тоже.

Thank you for the information.

Dear Nordis Casino Team,

Could you please look into the player's issue again and provide us with an update? What documents are problematic? What is needed to do to speed the process up?

You contact them here, and they even know about it?)

Вы к ним обращаетесь здесь, а они об этом хоть узнают ?)

Yes, the casino is informed about every new reply posted in this open thread via email since the time I invited the casino representative here. As you can see, they already commented on the complaint above.

Yes, but after they received the documents, enough time has passed, and still not a word from them in response

Да, но после того, как они получили документы прошло уже достаточно времени, а от них до сих пор ни слова в ответ

Sure, I am aware of it. However, the casino representative who comments here only forwards the information received from the responsible casino's department and cannot influence the process. It needs some time, therefore, our patience is necessary.

Well, there must be exact rules. And here they are all kind of frivolous.

Ну должны же быть точные правила. А тут как то несерьёзно у них все.

Sure, there are rules. If the casino representative does not reply in the set time frame, it will be extended one more time. Then, if the casino does not respond again, the complaint will be closed as unresolved and the casino's rating on our website would be decreased accordingly.

I saw progress and waited for your response and update. When I knew nothing important had happened and things were still stuck, I contacted the casino again. Honestly, in this case, we can be glad that someone from the casino is communicating with us. There are many casinos that do not respond to our complaints at all.

Well, these are also suspicious. To get no deposit at their casino you need to verify your identity. And I did everything, they accrued a bonus, which I won back. After that, I was not paid prize money and ignored the letters. Only after complaining did you get a response. THEY AGAIN REQUESTED DOCUMENTS))) WHY? And they disappeared again.

Ну эти тоже подозрительные. Чтобы получить бездепозитный в их казино нужно подтвердить свою личность. И все сделал, начислили бонус, который я отыграл. После этого мне не выплачивали призовые и игнорировали письма. Только после жалобы вам была реакция. ОНИ ЕЩЕ РАЗ ЗАПРОСИЛИ ДОКУМЕНТЫ))) ЗАЧЕМ? И опять пропали.

We would like to ask Nordis Casino to reply to this complaint, especially to my questions posted on May 26th, 17:56.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear mamadukozel,

Unfortunately, since we have not received any response from the casino regarding the issue for a long time, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I hope the casino will use this option in the future.

Best regards,

Branislav, Casino.Guru