Nordis Casino - Der Rückzug des Spielers wurde verzögert.

Wagered the amount after depositing and using a bonus. Since then I've tried about 3 times to withdraw via Skrill. The amount was deducted from the balance and I received a kyc request via email that I submitted. After that, the payment was never processed further. I have already written to the chat several times without solving the problem.

Hatte nach der Einzahlung und der Nutzung eines Bonis den Betrag gewagert. Seither habe ich etwa 3x versucht über Skrill auszuzahlen. Der Betrag wurde von der Balance abgezogen und ich bekam per mail eine kyc aufforderung die ich eingereicht habe. Danach wurde die Auzahlung nie weiter bearbeitet. Dazu habe ich schon einige Male den Chat angeschrieben ohne lösung des problems.

Dear Lars,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope, we will be able to help you to resolve this case as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

-hi, I applied for the first payment around 17.03. Another one on April 12th and every now and then in between.

-so far I have not been able to make a successful payment

-the kyc verification was also confirmed to me on 12.04 via live chat.

-hi, die erste auszahlung habe ich etwa am 17.03 beantragt. Eine weitere am 12.04 und dazwischen immer mal wieder.

-bisher konnte ich noch keine erfolgreiche auszahlung durchführen

-die kyc verifizierung wurde mir auch am 12.04 per livechat bestätigt.

Thank you very much Lars for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Lars,

I looked at your complaint and will do my best to help you. I would like to invite Nordis Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Nordis 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’.

Good afternoon. Unfortunately there was a human error and we would like to apologise for the inconvenience.

The player can find his funds in the balance account. Also we would like to inform the player that he need to send us the full kyc( proof of ID, selfie with the document proof of address  and phone number) in order to process his last withdrawall. Thank you for understanding

the kyc verification has already been confirmed in the chat

the 300 euros are back in my account, but they are marked as non-payable

die kyc verifizierung wurde bereits im chat bestätigt

die 300 euro sind wieder auf meinem konto allerdings sind sie als nicht auszahlbar gekennzeichnet

We would like to inform you that we have recieved only a photo of a passport on KYC@nordiscasino.com. Please provide us the others documents too in order to process your withdrawal. Please check again your balance.

Thank you!

after sending you my kyc files for the 4. or 5. time im now unable to send you the documents via email cause im now in some kind of a spam list (see attached)

We would like to ask the Nordis 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’.

Dear Lars,

I'm forced to close this complaint as unresolved because Casino decided to stop communicating. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the casino:

"Good afternoon Lars,

Your withdrawal has been approved, please send us another payment method, bank account because the skrill address does not work.

Best regards,

Nordis Team"

Thank you very much, Nordis Casino team, for getting back to us.

Dear Lars,

Could you please provide the required information and keep me informed about any further developments? Looking forward to hearing from you.

i juest created a ticket with my banking details

Good afternoon Larsygen,

Your withdrawal is approved, please validate your account so we can send you the money. We need these documents:

1.Proof of ID ( photo of id,passport or driving license)

2.Selfie with the document you have chosen;

3.Proof of adress (utiliyy bill or bank statement)

4.Proof of transactions..

5.Phone number

6.Picture of the card you deposited

Best reagrds,

Nordis Team!

Thank you very much, Nordis Casino team, for your assistance.

Dear Lars,

Could you please provide requested documents and keep me informed about any further developments? Looking forward to hearing from you.

Dear Lars,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, Lars, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Lars,

I have looked at your case and understand the situation.

Dear Nordis Casino team,

Could you please update us on the state of the verification?

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’.

Hi Lars,

The casino stopped responding, has there been any news?

No, like expected

Dear Lars,

I can only imagine how frustrating this must be for you. Since the casino requested a reopen of the complaint, I expected a bit better communication from its side. I'm afraid the status of the complaint will go back to "unresolved". We will reopen it only after we receive a clear statement that you received your funds. In the meantime, I recommend you contact the Curacao Gaming Authority and submit a complaint to them (http://www.gaming-curacao.com/). It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter