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I have often paid in and out at the casino, at the beginning of August I wanted to pay out the amount in dispute, then it all started very strangely, then I had to send in my identity card, account statement, etc. again, which I had already done a month earlier, no problem, I thought, then But when it started I had to send more and more evidence, whatever I did, then I couldn't play any more games on the casino at first, when I asked support they replied that I should delete the cookies and try again later Nothing, and nothing happened then I should send an account statement from the month of August at the beginning of August, which is obviously not possible because you won't receive account statements until the beginning of next month. I then sent it there at the beginning of September, then there were questions about a bank transfer to a portfolio, I also had evidence of this happening and then I didn't hear anything for 10 days again, when I asked in the live chat there was no answer, just a ban, so I got it also no access to the account. The ban was justified by checking the documents, which I've been waiting for for 2 weeks now. What I find funny and I haven't received an answer for a week now

Habe in dem Casino schon oft ein und ausgezahlt, Anfang august wollte ich dann den Streitwert auszahlen, dann fing das alles ganz komisch an dann musste ich erneut meinen Personalausweis Kontoauszug usw einsenden was ich einen Monat vorher schon bereits getan hab kein Problem dachte ich, dann fing es aber an ich musst immer mehr nachweise senden was ich auch immer getan habe, dann konnte ich anfangs keine spiele mehr auf dem Casino spielen, auf nachfrage im Support wurde dann geantwortet das ich die Cookies löschen soll und es später erneuert versuchen sollte wieder kam nix, und es ist nix passiert dann Soll ich am Anfang August einen Kontoauszug vom Monat August senden was nachtürlich nicht geht weil man erst am ang´fang nächsten Monats Kontoauszüge erhält. Die habe ich dann anfang september auch dahin gesendet dann gab es Rückfragen zu einer Banküberweisung auf ein Portfolio da habe ich auch beweise geschieht und dann hab ich wieder 10 Tage nichts gehört auf Rückfrage im Livechat kam dann keine Antwort sondern einfach ein Bann, also hab ich auf dem Account auch keinen Zugriff. Der Bann wurde mit der Überprüfung der Unterlagen gerechtfertigt wo ich jetzt auch schon 2 Wochen drauf warte. Was ich alles ein komisch finde und ich nun seit einer Woche auch keine Antwort erhalte

Dear Leonju1904,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. 

Additionally, the KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

No, I wasn't and I wrote to support again 5 days ago, so I didn't even get an answer

Nein wurde ich nicht und ich hatte nochmal vor 5 Tagen den Support angeschrieben da hab ich nichtmal eine Rückantwort erhalten

Thank you very much, Leonju1904, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Dear Leonju1904,

I am so disappointed to hear your account has been banned. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a NordSlot Casino representative to join this conversation and participate in the resolution of this complaint.

Dear NordSlot Casino,

Could you please state why the player's account has been banned and why he did not pass the KYC verification?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

We apologize for the inconvenience caused to the player, but in this case documents were requested to verify the deposits. These documents have finally been provided and the case is currently still under investigation.

Until the dispute is resolved, the player's account will remain closed.

When there is more information in the case, the responsible team will contact the customer.

Should you have any questions or require any assistance with your account please don’t hesitate to contact our Customer Support team either on Live Chat or by sending an email to support@nordslot.com

Kind regards,

NordSlot Casino

Support Team

Dear NordSlot Casino,

Thank you for the provided information. Could you please respond to this complaint once the player's account is verified?

I am looking forward to your answer.

Kind regards,

Stefan

Hello,

Yes, as soon as we have more information we will reply to the player.

Kind regards,

NordSlot Casino

Support Team

Unfortunately, I have not received any information about a waiting period or anything else to this day.

Ich habe leider bis heute keinen Informationen auf eine Wartezeit oder sonst was erhalten.

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.

Hello,

Thank you for contacting us again. We have not forgotten this case, but unfortunately we do not have any more information at the moment because the investigation is still ongoing.

We will notify the customer when we receive information.

We kindly ask for your patience while the case is investigated.

Kind regards,

NordSlot Casino

Support Team

Dear NordSlot,

I am extending the timer for seven days. Please respond as soon as you have any news regarding the investigation.

I am looking forward to your response.

Kind Regards,

Stefan

just so the case doesn't close, I haven't received a single piece of information from Nordslot to this day or anything else.

nur damit sich der Fall nicht schließt, ich habe bis heute keine einzige Information von Nordslot erhalten oder sonst etwas einfach garnichts.

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.

Hello,

We are glad to inform you that the payments team has finished the review of the case. We apologize for delay as the communication with the payment provider and the bank took a lot of time. But finally, we have the answer.

We have informed the player by email on the result of the issue and also, we have requested assistance from the player's side.

We have sent the email instructions to the player in order he could get the necessary information from his bank regarding the transactions in question.

We also requested the Bank statement (full transactions list) in the PDF form for the period of August 1st, 2022 till September 30th, 2022.

We hope with the info provided by his bank we will know more on the reasons why this issue has happened.

Kind regards,

NordSlot Casino

Support Team

Dear NordSlot Casino,

Thank you for the provided information.

Let us know once you receive the necessary documents.

I am looking forward to your response.

Kind regards,

Stefan

Dear Leonju1904,

I was informed by a casino representative that you are not willing to contact the bank and provide any additional information. Could you please confirm that this information is correct?

I am afraid if you won't cooperate, the complaint will be "rejected".

Thank you for your response in advance.

Kind regards,

Stefan

Dear Leonju1904,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Stefan