Hi,

I played at nitrobetcasino a long time ago i took their bonus but never used it so i could just cancle it and request a wirthdrawal of the rest of my money.

I won about a total of 6500nok but i could not withdraw the total amount so i had to divide it into multiple withdrawls.

I tried contacting their support many times but no answer on both email and live support.

Today i finally talked to a guy called alex at their live support who was very very rude please ask for chat transcript to see.

I have been trying to get my last money out but it always gives me a reason that it is not possible .

It clearly says minimum withdrawl is 500nok but i still get the message that my money is not enough to withdraw.

Then Alex told me to wager my deposit three times again,

So i told him that i have already done so and that they already payed out parts of my winnings already.

The limits they have for withdrawals are very strange it is just up to 2000nok per withdrawal.

Dear hoshy,

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

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

• Do I understand correctly that you managed to withdraw the remainder of your 6500 NOK winnings from the casino, making requests for up to 5000 NOK?
• Have you considered depositing in order to reach the 100€ threshold? Would this be a valid solution for your issue?
• Have you passed account verification in the casino?

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

Best regards,

Tomas

Hi,

I won a tot sum of 6843NOK.

I had to split that withdrawal up to 4 separate withdrawals because of their ridiculous limits.

3000NOK

2000NOK

1000NOK

even though the information on their cashier page clearly states 500-50000nok it is nowhere near that.

Then i had to wait a full month because of their monthly limit to withdraw the rest of 843NOK that is left on my account.

Meanwhile i have tried to contact their support on the casino and by email without any kind of response.

When i finally got in contact with their live support there is a guy who calls himself Alex Cinieri who apparently do not know anything about costumer service instead of trying to help my case he was very rude and arrogant.

He did not try to help instead he tries to make it even more complicated for me saying that i have to wager my deposit sum 3 times.

I tried to explain to him that i have already done that otherwise they would not even pay out the other parts of my winnings.

No I have not considered depositing since i am just following what is written on their cashier page.

Also for that reason that they require you to wager your deposit 3x before withdrawing also another tactic to make money of deposits.

Usually it is 1x wagering of deposits.

Yes my account is fully verified and i wish to share the chat trascript with you so that you can see how they treat their clients.

Yes my account is fully verified.

Dear hoshy,

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Looking forward to your reply.

Okey i forwarded our last communication

Thank you very much, hoshy, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, hoshy!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Hello, hoshy,

I have communicated with the casino and received some useful information from them. There is a rule in their terms and conditions that says that the minimum withdrawal amount is 100 euros or equivalent:

I can see how it contradicts the sum of 500 NOK mentioned in the cashier, but, also given the automatic restriction for the withdrawal, I believe that it is something that the casino forgot to change along with the currency exchange rate correction or implementation of a minimum withdrawal amount rule.

The casino has also mentioned the fact that two of your deposits were not wagered the required amount of times (3x). Despite that the casino has processed your withdrawals derived from these deposits. We accept three times wagering requirement as fair. It is not created for players to lose, but for casinos to battle money laundering. Therefore, there could have not been the amount for you to withdraw if you had complied with all rules.

At that point, I would like to state that the best way for you to withdraw the remaining balance is to either win more from it or deposit (wager it three times) and withdraw the amount. Please, let me know what you will choose.

Dear hoshy,

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.

I just think the outcome of this case is unfair.

The casino can literally write anything they wants all over the casino then just say:

It is what we write an the terms and conditions that applies dont mind all the other information we write on our website.

And you at www.kpvfaw.com agrees with this.

Then the rule of wagering deposits 3x is there for a profitable reason not because of money laundering.

To wager it 1x is enough for money laundering issues and you agree with this rule also.

Yes, casinos indeed can write whatever they want in their terms. This is the reason why we read whole terms of every casino we have on our website, and decide if we consider certain rules fair or unfair. Regarding rules about the wagering requirement for deposits, we accept it being up to 4 times as fair.

Regarding this case, I would like to mention once more, that even with the fact that you had not finished wagering requirement for your deposits, the casino has let you withdraw. Please, let us know if you will continue playing with these funds or will make an additional deposit to withdraw them.

Also, we will totally recommend the casino to change the discrepancy between T&Cs and the cashier information, so no more players are confused.

Dear hoshy,

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.

Okey not much to do then.

Thank you for trying @ www.kpvfaw.com

Of course, you are welcome to come to us anytime. We always try to do what we can.

On that note, unfortunately, I must reject the complaint.