Nordis Casino - Вывод средств игрока задерживается.

Hello. I have a problem with online casino Nordis (https://www.nordiscasino.com). I have been registered on it for several months. I have never deposited money on it yet, even though they declare that they offer a deposit using, for example, a Skrill wallet, I could not find this option anywhere when I tried to deposit. However. This casino once in a while sends me a NO DEPOSIT bonus offer, usually by email. In my case, the condition for the number (see attachment) was to send your nickname, player id, and email address using the Whatsapp application. I did this and the bonus was credited to my account the next day. After that, I played the slots and then fulfilled the conditions for spinning the bonus. After fulfilling the conditions, my balance was slightly over 100 EUR. I decided to withdraw 90 EUR and keep the rest for the game. Only one withdrawal method was available, namely international bank transfer (IBAN). So I chose this option and entered my REVOLUT account details (held in my name). The amount was then deducted from my casino balance. It is a matter of course at other casinos that after this operation, an email will come confirming this operation, etc.. Nothing came. The transaction can only be found in the transaction history, where it is not clear what stage the withdrawal is in, or whether it was rejected, approved, etc. To date, I have not received the amount. I tried several times to contact the casino with almost all options, e-mails, Whatsapp, and their famous live chat, which is pointed to by an automatic e-mail that comes to me every time I send them an e-mail to support. However, live chat is not available 24 hours a day, which I later confirmed on the player's reviews here. I don't know how to proceed now. When I write to him about my problem on WhatsApp, he even always displays my messages but never writes them off. I hope you can help me with this. Thank you in advance. Pavlik V.

Zdravím. Mam problém s online casinem Nordis ( https://www.nordiscasino.com ) . Jsem na něm již registrovaný několik měsícu. Nikdy jsem na něj zatím nevložil peníze, i díky tomu že ikdyž deklarují že nabízejí vklad např pomocí Skrill peněženky, tuto možnost jsem nikde nenašel při pokusu o vklad. Nicméně. Toto casino mi jednou za čas pošle nabídku NO DEPOSIT bonusu, většinou formou emailu. V mém připadě pak byla podmínka na číslo (viz přiloha) pomocí aplikace Whatsapp poslat svuj nick, player id, a email adresu. Toto jsem učinil a bonus mi byl nasledujicí den připsan na mem učtu. Poté jsem hral automaty a nasledně splnil podm´ínky protočení bonusu. Po splnění podminek byl můj zustatek něco lehce přes 100EUR. Rozhodl jsem se vybrat 90EUR a zbytek si ještě nechat na hru. Metoda výběra byla dostupná jen jediná a to mezinarodní bankovní převod (IBAN). Zvolil jsem tedy tuto možnost a zadal jsem údaje mého účtu REVOLUT (vedený na moje jméno). Částka se poté odečetla z mého zůstatku v casinu. Bývá samozřejmost u jiných casin že po této operaci přijde nějaký email kde se tato operace potvrdí atd.. Nepřišlo nic. Transakci lze dohledat jen v historii transakcí kde ovšem není zřejmé v jaké fázi výběr je, připadně zda byl např zamitnut, schválen atd... Do dnešního dne jsem částku neobdržel. Několikrát jsem se pokoušel casino kontaktovat snad všemi možnostmi Emaily, Whatsapp, i ten jejich slavný live chat na který poukazuje automatický email ktery mi přijde vždy když jim pošlu nějaky email na support. Live chat je ovšem nedostupný 24h denně což jsem si posleze potvrdil na recenzích hráču zde. Nevím teď jak postupovat dále. Když jím píšu o mém problemu na whatsapp dokonce si moje zprávy vždy zobrazí ale nikdy neodepišou. Snad mi v tomto nějak pomužete. Předem děkuji. Pavlík V.

Dear vasekpavlik15,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The same evening that I wrote this complaint, I sent the front and back of the ID document to the email address kyc@nordiscasino.com for KYC verification. I did so even though I was not invited to do so. I immediately attached a question to my selection. The email address is different from the one for support. Again no answer, no reaction whatsoever. I don't see any change in the game honor either. However, according to what they state in the FAQ, the verification will take place within a few hours.

Jeste ten večer co jsem psal tuto stížnost, jsem odeslal na emailovou adresu kyc@nordiscasino.com přední a zadní stranu ID dokladu ke KYC overeni. Učinil jsem tak ačkoliv jsem k tomu nebyl vyzván. Rovnou jsem připojil dotaz na svuj výběr. Emailova adresa je totiz jina nez na support. Opět bez odpověďi, bez jakkekoli reakce. Na herním uctu take nevidím žádnou změnu. Podle toho co však udávají ve FAQ dojde k ověření do několika hodin.

Dear vasekpavlik15,

Have you received your withdrawal from the casino yet?

Hello. No, the situation is still the same. The amount has not arrived, the casino has not yet responded to any of my questions sent to my email. In short, total ignorance.

Zdravím. Ne situace je stále stejná. Částka nepřišla, casino dosud neodpovědělo na žádný z mych dotazu zaslaných na mail. Zkrátka totální ignorace.

Thank you for your reply, vasekpavlik15. Have you made any successful withdrawals before? Do I understand correctly that you have not received any confirmation regarding successful verification?

Hello. Since I entered the withdrawal of 90 euros, I have not received any answer to my questions regarding the withdrawal sent to the casino's email support (I always receive only an automatic response that they thank me for the question and that their team will deal with my question. They then mention that I can always use live chat which is 24/7. Its only disadvantage is that it is unavailable 24/7. The KYC verification email where I sent my documents and my withdrawal query was also not answered. And my messages and queries sent to their whatsapp are repeatedly read, displayed and completely ignored.

Zdravím. Od chvíle kdy jsem zadal výběr 90eur, jsem neobdržel žádnou odpověď na moje dotazy ohledne výběru zasíláné na email supportu casina(vždy obdržím pouze automatickou odpověď že děkujou za dotaz a že se mým dotazem bude zabývat jejich tým. Následně zminí že mohu vždy využít live chatu který je 24/7. Jedinou jeho nevyhodou je že je 24/7 nedostupný. Na email KYC ověření kde jsem zaslal svoje dokumenty a dotaz na muj výběr taktéž nebylo odpovězeno. A moje zpravy a dotazy zaslane na jejich whatsapp jsou opakovaně přečteny, zobrazeny a zcela ignorovány.

And I haven't made a withdrawal from this casino yet.

A výběr jsem z tohoto casina ještě neprovedl.

Thank you very much, vasekpavlik15, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello vasekpavlik15,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Nordis Casino to join the conversation and participate in the resolution of this complaint.

Dear Nordis Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Thank you for your help, hopefully the casino will call and start communicating.

Dekuji za pomoc snad se casino ozve a začne komunikovat.

It is 25.4. 2023

Almost a month has passed since I entered a request to withdraw 90 euros.

Nothing has happened yet. I have not received any money nor an answer to my repeated questions.

Je 25.4. 2023

Uběhl téměř měsíc od chvíle kdy jsem zadal požadavek na výběr 90eur.

Nestalo se dosud vůbec nic. Žádné peníze jsem neobdržel jako i odpověď na moje opakované dotazy.

We would like to ask the casino to reply to this complaint. 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 may negatively affect its rating.

Dear vasekpavlik15,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you can contact Curaçao Gaming authority here (info@gaming-curacao.com or complaints@gaminglicences.com) and submit a complaint to them.

It's not the best licensing authority but it may have more options and tools to help players.

Please let me know how the authority responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Kind regards,

Tomas