The player from Germany had his account blocked. It happened when he changed the device used for logging in. The player made several attempts to log in with incorrect data, and the system blocked his account automatically. His account was unblocked 11 days after submitting the complaint. The complaint is resolved.
NordSlot Casino - Player's account seems to be blocked.
Amount: €300
NordSlot Casino
Safety Index:Above averageSafety Index
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7.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello everyone, I can't get into my account anymore, to be honest I don't know why I've tried svhon in many ways to find support from the site but I've already written an email to them twice and I haven't gotten an answer yet
I've been to this casino since today and only made a deposit via paysafe and while I was playing I got kicked out and couldn't log in anymore because it says my account has been blocked and I should contact the live chat where I also dadran not get there
Can anyone help me here?
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 years ago
Dear Araic89,
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. Was the account verification initiated already? Have you tried any other devices to access your account?
Additionally, please forward any relevant screenshots and try to clear cache & cookies. My email address is [email protected].
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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Head of Complaint Resolution Center
Public
3 years ago
Thank you very much, Araic89, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) 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.
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Complaint Specialist
Public
3 years ago
Hello, Araic89,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite NordSlot Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear NordSlot Casino Team, could you please state the reason why has been the player's access to his game account blocked?
Thank you in advance for providing the information.
Public
Public
3 years ago
Translation
Hello everyone I got this email today where it says
Hi!
Thank you for contacting our customer service.
It is very important to us that you feel comfortable with your gaming habits. Since you asked, your
account again, we would like to ask you a few questions:
How do you feel about your gaming habits today?
Has your gambling behavior caused financial problems for you or your household?
Do you depend on your profits to pay bills or purchase products or services that you couldn't otherwise afford?
Do you feel that gambling has caused you health problems such as stress or anxiety?
Do you feel like you are in control of your gambling or do you sometimes find it difficult to limit your gambling?
After losing, do you feel like you need to keep trying your luck to win back all the losses?
We ask that you reply to this email so that we can investigate the possibility of reopening your account.
Should you have any further questions, do not hesitate to contact us via our live chat.
Kind regards,
North Slot Casino
support team
Now I don't really know what to write about it or can they open my account again with it, I don't know what it's supposed to do anyway, because when I was blocked I had only registered 2 or 3 hours before, so I'm surprised so much.
Can you please tell me what I should answer to it to open my account again
Automatic translation:
Public
Complaint Specialist
Public
3 years ago
Dear Araic89,
I recommend you answer the above-mentioned questions truthfully.
The casino was already invited to join this thread and I would like to wait for the casino's representative reply.
It would be appreciated a lot you could stay patient until the casino provides us with an explanation.
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Public
3 years ago
Translation
I replied this to the letter from the casino
Dear Ladies and Gentlemen,
No, I am not addicted to gambling.
Of course I have my financial situation under control. So it would be kind if you unlock my account for me.
Kind regards
Is there anything I need to do to get my account reopened?
Automatic translation:
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Casino representative
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3 years ago
Hello,
The real reason of the blocking of the player's account is - the password entered incorrectly. He made several attempts to log in with incorrect data, and the system blocked his account automatically.
However, this player showed the rude behaviour in communication with us and that was the reason of sending him the questionnaire about responsible gaming. You know, we are promoting only the safe and recreational way of gambling that is supposed to be fun for the players. The player made it clear in his email that this is not fun for him. So we escalated his case to Player protection team. We see the statement the player has sent to us as a reply. Although, he did not anwer the questions we asked directly, we informed the responsible team about that.
When they give the resolution on the case , the player will be informed by email.
Kind regards,
Nord Slot Casino Team
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Public
3 years ago
Translation
That's a lie, that's not true at all, I have several witnesses who can confirm that, so don't talk crap
Automatic translation:
Public
Complaint Specialist
Public
3 years ago
Dear NordSlot Casino Team,
Thank you very much for providing all information and explanation of the issue.
Please let us know about an update and final resolution for the player's account as soon as you receive the necessary information from the relevant departments.
We are looking forward to hearing from you soon.
Public
Casino representative
Public
3 years ago
Hello,
Finally, the player's account is unblocked, and the bonus he had is restored. We once again remind the player that reading Terms and conditions is very useful and helps him to understand how the website works. We kindly ask him to remember about the possibility of the account to be auto blocked in case on incorrect login data entered several times in a row. In case he forgets the password, he needs to use the form for restoring the password. It is located right in the login form.
In case the player is in need of help or a clarify, he is welcome to contact our support in chat or by email.
Kind regards,
Nord Slot Casino Team
Public
Complaint Specialist
Public
3 years ago
Hello, Araic89,
Could you please confirm that your account is now unblocked? Has your issue been resolved?
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Public
3 years ago
Translation
Hello everyone, first of all I would like to thank you very much for your efforts. I don't think I would have made it without you.
My account was unlocked again (thank God) but what you are saying here why they supposedly locked my account is purely fictional, not a single word of it is true I have several witnesses who can confirm it, so I find it ridiculous for the company to claim that was definitely the last time I deposited something there.
Many thanks to the Casino Guru team ??
Automatic translation:
Public
Complaint Specialist
Public
3 years ago
Thank you very much, Araic89, for confirming and for using the Casino Guru complaint resolution centre. I am very glad your account is unblocked again. 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.
Thank you, NordSlot Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, www.kpvfaw.com
