NordSlot Casino - Бонусні виграші гравця були анульовані.

Hi everyone, I made a deposit with bonuses at Nordslot Casino about 1 week ago. My deposit was € 300 + € 300 bonuses. In the end, my wagered profit (36 times) was made and I had booked a credit of 4500 €. I wanted to have the credit paid out, unfortunately I received an email today that the rules for converting the bonus were not being complied with. Because sometimes the stakes were too high and games were played that I shouldn't have played. I was not informed of this either by email or in any other way. The casino has now deducted my balance of € 4500 and only booked my deposit of € 300 + why always € 77 bonus balance. The casino refuses to post the winnings I am entitled to on my account. Unfortunately, it is also not able to cooperate to find an interim solution.

I ask for help

Hallo zusammen, ich habe vor ca. 1 Woche eine Einzahlung mit Boni im Nordslot Casino getätigt. Meine Einzahlung war 300 € + Boni von 300€. Am Ende war mein umgesetzter Gewinn ( 36 Fache ) getätigt und ich hatte ein Guthaben von 4500 € gebucht. Das Guthaben wollte ich mir Auszahlen lassen, leider habe ich heute eine Mail erhalten, dass die Vorschriften der Bonusumführung nicht eingehalten wurden. Weil teilweise mit einem zu hohen Einsatz gespielt wurde und Spiele gespielt wurden welche ich nicht hätte spielen dürfen. Dies wurde mir weder per Mail noch sonst auf einem Wege mitgeteilt. Das Casino hat mir nun mein Guthaben in höhe von 4500€ abgezogen und lediglich meine Einzahlung von 300 € + wieso auch immer 77 € Bonusguthaben gebucht. Das Casino weigert sich mir meinen mir zustehenden Gewinn auf mein Konto zu buchen. Leider ist es auch nicht Kooperationsfähig um eine Zwischenlösung zu finden.

Ich bitte um Hilfe

Dear Basti94,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://nordslot.com/en/bonus-terms:

„You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Basti94,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.