Nordicasino - Výhry hráče byly zabaveny.

I deposited 25 euros and wanted to withdraw 1650 euros. I deposited and played with no bonus. After asking for my verification documents, all of which I was able to submit, my withdrawal was declined for the following reason:

Our terms and conditions prohibit placing single bets that are at least 30% of the value of the deposit.

I ask for help.

Ich habe 25 Euro eingezahlt und wollte gerne 1650€ abheben. Ich habe ohne Bonus eingezahlt und gespielt. Nachdem ich um meine Unterlagen zur Verifizierung gebeten wurde, die ich alle einreichen konnte, wurde meine Auszahlung aus folgendem Grund abgelehnt:

Unsere Allgemeinen Geschäftsbedingungen verbieten es, Einzeleinsätze zu platzieren, die mindestens 30 % des Wertes der/des Einzahlung betragen.

Ich bitte um Hilfe.

Dear Timo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the T&Cs and this is what I found:

"10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play."

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Please, forward me your game history as well.

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

Best regards,

Kristina

Since I currently do not have access to a PC and I cannot select the game history on the page with my mobile phone, I unfortunately cannot send anything yet. Nobody from support has replied to my e-mail. That's why I can't send anything yet. But I'll catch up soon. Thank you very much for your effort.

With kind regards,

Timo

Da ich momentan keinen Zugriff auf einen PC habe und ich den Spielverlauf auf der Seite mit dem Handy nicht anwählen kann, kann ich leider noch nichts schicken. Auf meine E-Mail hat vom Support auch noch niemand geantwortet. Deshalb kann ich leider noch nichts senden. Hole ich aber bald nach. Vielen Dank schon mal für Ihre Mühe.

Mit freundliche Grüßen,

Timo

Thank you very much Timo for your reply and email. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi Timo,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Nordicasino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Thanks a lot for this! The support did not respond to my e-mail even after another request.

Kind regards,

Timo

Hallo Peter,

Vielen Dank dafür! Auf meine E-Mail hat der Support nämlich auch nach erneuter Anfrage nicht reagiert.

Mit freundlichen Grüßen,

Timo

Dear All,

Thank you for reaching out to us.

We had the chance to review Timo's account and we would like to share with you the following:

Before we get into particulars, the Casino expects all potential players to read all the terms and conditions. 

We see that Timo's winnings were confiscated as the gameplay broke the General terms and conditions:

https://www.nordicasino.com/general-terms-conditions/?lang=en

"10.Betting Rules

10.1. The casino expects you to follow the rules of each game while playing at the casino. We reserve the right to withhold any withdrawals and/or confiscate the winnings and bonuses for violation of the Betting Rules.

...

10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play."

On 23 of December 2021, Timo started his gaming session with a deposit of 25 euros. He commenced his gameplay and placed bets on "Christmas Big Bass Bonanza™"  - a slots game. He breached the 30% betting rules when he placed 55 bets ranging from 10 to 100 Euros on the said slots game.

This is the reason why the withdrawal was declined and winnings were confiscated. Evidence to support our claims can be provided.

Please be advised that we view "over-betting" as a violation of the service we provide, and an attempt to deal unfairly with us. If a player attempts that, confiscation of the winnings accrued is in order. Of course, you might claim that you were uninformed and that you meant no harm. We are always careful to return to the balance the deposit from which the confiscated winnings were accrued, even though, technically, we don’t have to do that. 

In addition to this, Timo had received an email from one of the casino operators where he had explained to Timo about his irregular bets.

In a matter of fact, Timo didn't reply to this email nor did he send a new one. 

The Casino understands Timo's frustration, but it is imperative that all players comply with the terms and conditions that a player agrees to upon opening an account.

We hope it is clear and we wish you the best of luck in your future.

Kind regards,

Nordi Casino 

Dear Nordicasino team,

We understand that your decision is in accordance with the casino's T&Cs. However, we consider the rule itself (max bet for real money play) to be an unfair and predatory rule very often used against players. The players playing with their own real money shouldn't be limited this way and therefore the player should get paid in full. The casino may have its standards, but the whole industry is evolving, and so do the rules. You won't find such a rule in the top casinos.

Dear Peter,

Thank you for your reply.

It is critical to remember that the maximum betting rule is clearly stated in the casino's Terms & Conditions. Furthermore, our live-chat support is always accessible to help gamers with any inquiries about the betting regulations.

While we appreciate your viewpoint, we feel that judging the fairness of the maximum betting limit, or any regulation for that matter, is subjective and unjust without taking into account other elements such as Bonuses, Games Selection, Support Staff, and so on.

In conclusion, It is the player's exclusive obligation to read the terms and conditions before enrolling on the site and determining whether or not this service is appropriate for them. In this case, the casino acted in accordance with the agreed terms and voided the winnings.

We mark this case closed and wish you the best of luck in your future.

Kind regards,

Nordi Casino 

Dear Nordicasino team,

I'm afraid that we can't accept your decision. As stated above, we consider the maximum bet rule for real money play to be very player-unfriendly and even predatory, very often used as a trap for players. The complaint will become unresolved.

Dear Timo,

I'm afraid we won't be able to help you with this one since the casino insists on enforcing this rule. There is an option to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. However, the gaming authority didn't really prove to be very helpful in such cases. I can recommend you to choose casinos by their rating and take a moment to read their reviews before you make any deposits in the future. I wish I could be of more help.

Best regards,

Peter