NordSlot Casino - Hráčův účet byl zablokován.

Hello, everyone,

after I increased my deposit from 500 euros to 900 euros, I requested a payout. A day later I wanted to log in to see the current status of the payout. Suddenly I couldn't log in anymore and was shown that my account is locked and that I should contact the live chat. I cannot access live chat from the site. There is just no way. And I can no longer log in to call up the live chat. I then contacted the support by email, but didn't hear anything from the casino. I have already sent another email with no result.

Hallo zusammen,

nachdem ich mit einer eingezahlten Summe von 500 Euro auf 900 Euro hochgespielt habe, habe ich eine Auszahlung beantragt. Einen Tag später wollte ich mich einloggen, um mir den aktuellen Status der Auszahlung anzuschauen. Plötzlich konnte ich mich nicht mehr einloggen und mir wurde angezeigt, dass mein Konto gesperrt ist und ich mich an den Live-Chat wenden soll. Über die Seite kann ich keinen Live-Chat aufrufen. Es besteht einfach keine Möglichkeit. Und einloggen kann ich mich ja auch nicht mehr, um darüber den Live-Chat aufzurufen. Ich habe dann per Mail den Support kontaktiert, aber höre nichts vom Casino. Habe bereits eine weitere Mail gesendet, ohne Ergebnis.

Dear Thomas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello Petronela,

Thank you for the feedback. I opened the account in October. The account is verified. I only played slots and collected the winnings with no bonus. By the way, today my € 900 was booked. My account is still blocked for whatever reason.

VG

Hallo Petronela,

vielen Dank für die Rückmeldung. Ich habe das Konto im Oktober eröffnet. Das Konto ist verifiziert. Ich habe nur Slots gespielt und die Gewinne ohne Bonus gesammelt. Heute wurden meine 900€ übrigens gebucht. Mein Konto ist dennoch weiterhin gesperrt, warum auch immer.

VG

Do I understand correctly that you have received your winnings already but your account remains blocked?

That's right. The support does not react to my emails and the live chat can only be reached if you are logged in. What is not possible due to the blocking.

Das ist richtig. Der Support reagiert nicht auf meine Mails und den Live-Chat erreicht man nur, wenn man eingeloggt ist. Was durch die Sperrung nicht möglich ist.

Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Understood. However, it would be helpful if the casino could tell the player the reason for the suspension. Otherwise it's completely arbitrary. As a player, I have to be told the reason. And besides, that doesn't change the fact that no emails to support are answered. You don't even get a message that the mail to support has been received. I'm used to much better service from other casinos.

Alles klar. Es wäre aber hilfreich, wenn das Casino dem Spieler den Grund für die Sperrung mitteilen könnte. Ansonsten ist das ja völlig willkürlich. Als Spieler muss ich doch den Grund mitgeteilt bekommen. Und außerdem ändert das nichts daran, dass keine Mail an den Support beantwortet wird. Man erhält noch nicht einmal eine Info, dass die Mail an den Support eingegangen ist. Da bin ich wesentlich besseren Service von anderen Casinos gewöhnt.

I understand your point of view, Thomas. Unfortunately, I'm forced to reject your complaint. As I mentioned earlier, if all the funds have been paid casino has the right to close an account even without stating a reason. I agree that it would be ideal to inform players about the reasons, regrettably, that is not a standard procedure.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.