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Hello

I played peace spins that I got when I played, so I won 1087.50 USD then I had on my game account 2065 USD, all of a sudden my 2065 USD disappeared from my game account after a few seconds came back to the game account but not the win 1087.50 as I won on peace spins, I have been in touch with them via chat and then they said we are working on this and trying to solve the problem, after 24 hours all the time they say the same thing, I started to get tired of what they say and nothing is done, then I said this I will report both in Sweden and Malta. After when I said that to those I could no longer log in to my gaming account and they have not heard from me via email nor do I have a picture of history that my money is gone

Hej

jag spelade fred spins som jag fick när jag spelade, sån vann jag 1087,50 USD då hade jag på mitt spel konto 2065 USD, helt plötsligt mina 2065 USD försvann från mitt spelkonto efter nån sekund kom tillbaka till spelkontot men inte vinsten 1087,50 som jag vann på fred spins, jag har varit i kontakt med de via chatt och då sa de att vi jobbar med detta och försöker att lösa problemet, efter 24 timma hela tiden de säger samma sak, jag började bli trött på det de säger och inget blir gjort, då sa jag detta kommer jag anmäla både i Sverige och Malta. Efter när jag sa så till de jag kunde inte längre logga in på mitt spelkonto och de har inte hört av sig via email heller jag har bild på historik att mina pengar är borta

Dear 3242ashi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru? Do I understand correctly that the winnings from Free Spins haven’t been rewarded properly?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you very much, 3242ashi, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej 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 3243ashi,

I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue. In the meantime, could you please let us know if there have been any new developments regarding the issue?

I would like to invite NordSlot Casino representative to join this thread.

Dear NordSlot Casino,

Could you please clarify the situation and explain why it seems that 3242ashi’s winnings of $1087.50 weren’t properly credited to his account balance? You can forward any relevant information via e-mail. My e-mail address is andrej.p@casino.guru.

Dear Player,

Your case is being reviewed. You will soon be able to receive your payment.

Kind regards,

NordSlot Casino

Thank you, NordSlot Casino, for the reply. Please let us know once 3243ashi’s case has been reviewed. I’m setting the timer for 7 days.

I hope it will be clear soon

Jag hoppas att det blir klart snart

Hello!

The player got a refund and was contacted by the Player Protection Team about his account.

Kind regards,

NordSlot Casino

We’ve received this e-mail from 3242ashi

"Hello

Thank you so much for your help now I've got my money

Mvh J***"

Thank you, NordSlot Casino, for the update.

And thank you, 3242ashi, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru