Nordis Casino - プレイヤーの残高がなくなりました。

I loaded 20 euros into my account and got a bonus of 35 euros... They sent me emails that I made a deposit and I'm getting a bonus... I log into my account and I don't have a penny.... MY MONEY IS GONE!!!!?!!

Dear wiktoriqnenkowa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nordis Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if you contacted support regarding the issue? What was their response?

Is the deposit you made recorded in the transaction history? Is your bonus recorded in your bonus history?

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

Best regards,

Tomas

I have not been able to contact them even though they keep emailing me… I got emails about successful first deposit….

Thank you very much, wiktoriqnenkowa, for providing the necessary information. I will now transfer your complaint to my colleague MIchal (michal.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Nordis Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello wiktoriqnenkowa,

I'm Michal and I have taken over your complaint. I have reviewed your case, and just to confirm, have you wagered your deposit? The bonus itself should be wager-free, but in most cases, the deposit needs to be wagered to a certain amount so it can be later withdrawn. Was the 55 euros marked in your balance as "real money"?

Dear wiktoriqnenkowa,

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.