Nitro Casino - Dobici igrača su konfiskovani.

Hello, the casino is accusing me of using a VPN or PROXY and have confiscated my winnings. I don't have one installed so I want my winnings reinstated.

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Hello,

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.

• Have you accessed the casino from a different country than the one you entered during the registration process?
• Additionally, could you please confirm whether you have completed the KYC verification?
• Have you ever utilized a VPN or PROXY when accessing the casino?

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,

Attila

1. I have not accessed the casino from a different country, I've not used any VPN or PROXY

2. I have not completed the KYC verification, my winnings were confiscated before that

3. I have not

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear DerSchul,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Nitro Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Nitro Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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 everyone,

I would like to provide a brief update regarding this complaint.

At the moment, I am still trying to establish contact with the casino through additional communication channels in the hope of obtaining their participation in this case.

For this reason, I will extend the complaint timer by another 7 days to allow the casino additional time to respond. I hope they will join the discussion so we can properly investigate the matter.

Thank you for your patience and cooperation.

Hello everyone,

After conducting a thorough internal investigation, we can confirm that the player's account was flagged for accessing our platform through a VPN and/or proxy service. To ensure the accuracy of our findings, we verified the connection data using multiple independent detection tools, all of which consistently indicated VPN/proxy usage during the player's activity.

As the use of VPNs and proxy services is prohibited under our Terms & Conditions, this constitutes a breach of the casino's rules. These restrictions are in place to ensure compliance with our licensing obligations, prevent access from restricted jurisdictions, and maintain the integrity of our platform.

The player's winnings were therefore voided in accordance with our Terms & Conditions. This decision was not made solely on the basis of a single detection method but was supported by multiple verification sources reviewed by our risk and security team.

We understand that the player disputes having used a VPN or proxy. However, based on the evidence available to us, we are confident that the connection originated through a VPN/proxy service.

Should Casino Guru require additional information or supporting evidence, we are happy to provide it privately via email, as the technical data used to reach this conclusion contains sensitive security information that cannot be disclosed publicly.

Kind regards,

Nitro Casino Team

Hello everyone,

Dear Nitro Casino,

thank you for your explanation and for clarifying your position regarding the account review.

Since the player disputes using any VPN or proxy service, could you please provide the supporting information regarding your findings directly to my email at samuel.s@casino.guru?

I understand that this information may contain sensitive technical details and cannot be shared publicly, but I would appreciate being able to review what your investigation was based on before reaching a final conclusion.

Thank you for your cooperation.

I'm eager to see what they provide you with Samuel. I know for sure I have not used anything, no VPN and no Proxy. Nitro is avoiding saying what they found, how they found it. It is a clear case for a dispute. Again, I've not used anything during my play. If Nitro decides to further ignore me, how can I argue this at all?

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 everyone,

Dear Nitro Casino,

the timer has now expired, and unfortunately, I have not received the supporting evidence requested regarding the alleged VPN/proxy usage.

As the player disputes this allegation and the casino has not provided the evidence necessary for me to independently assess the basis of the decision, I am unable to proceed with the complaint based solely on the general statement previously provided.

For this reason, I will now close the complaint as unresolved. This outcome may negatively affect the casino's Safety Index rating.

Dear DerSchul,

thank you for your patience and cooperation throughout this complaint. Unfortunately, without the supporting evidence from the casino, I cannot properly assess whether the confiscation was justified.

As a further option, I would recommend submitting a complaint directly to the Malta Gaming Authority (MGA), assuming this is the licensing authority applicable to Nitro Casino. The regulator may be able to investigate the matter further and request information from the casino that was not provided during our complaint process.

You can find Casino Guru's guide explaining how to submit a complaint to the MGA here:

How to submit a complaint to the Malta Gaming Authority

If Nitro Casino later decides to cooperate and provide the requested evidence or otherwise wishes to discuss the case with us, the complaint may be reopened upon the casino's request, subject to our usual reopening procedure.

I'm sorry that we were unable to reach a more definitive resolution in this case, and I hope the MGA will be able to assist you further.

Best regards,

Samuel

Casino Guru