Home Complaints Nitro Casino - Player’s country has been identified as restricted.

Amount: €44

Nitro Casino - Player’s country has been identified as restricted.

8.6/10 Very Good reputation Submitted: 08 Jun 2020 | Case closed : 11.06.2020
Our verdict

Unjustified complaint

REJECTED

Case summary

11 days ago - 11 Jun 2020

The player requested back his deposit after the casino blocked his account. The casino sent us relevant evidence that the player's balance was zero at the time of closing his account. In cases where the player has no remaining balance, he has no right for a refund from the casino therefore the complaint was rejected.

Written by Nick
Casino analyst
Public

Hello all guys ,just wanted you to know this is a scam casino, dishonest people never never play here,they are saying me that just for coincidence my country was restricted a few hours later i made the account end deposited ,of course they are lying cause no one can belive that,they are saying that just because if they say was restricted before the have to give me back my deposits,don't even care about the money ,but man what is this do they think people are stupid, stay away from then just one again,never play at those scam people

Public

Dear Dejan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked with Live chat, and this is what I found out:


"Hello. This is Petronela from casino-ca.guru. Could you please advise if you accept players from Albania? Thank you very much in advance.

Sonja

Hello Petronela, welcome to our live chat!

Hello and thank you :)

Sonja

Yes, we accept players from Albania :)

OK, thank you very much Sonja.

Sonja

Anything else I can still help you with? :)

That’s all. Thank you for your help :) Have a nice day

Sonja

Thanks and have a good day aswell :)"

 

Dejan, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand why your geolocation has been identified as restricted. Additionally, please forward any relevant communication to [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Public

I do confirm that i haven't used vpn to open my account,I was able to play like i said the the next day i was unable to acces the site,end they said to me that they restricted they countryfile

Public

Thank you very much for your quick reply. Could you please advise if you have tried to communicate this issue with the casino?

Public

I do confirm that I have contacted with the casino ,asking them to give me back my deposit,since i was country restricted they should not allow me even to open an account not even to deposit,but they said that was just an coincidence that happen that just a few hours later i deposited,end they are not obligated to give my money back

Public

Thank you very much Dejan for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

Public

Thank you very mutch

Public

After further investigation we found out that the casino do not accept players from Albania. However, this information can be found only in FAQ of the casino. Furthermore, the live chat claimed that Albania is allowed which could confuse players. We believe that every rule should be enforced by the casino therefore it should not allow players to register from restricted countries. I would like to ask Nitro casino to join this case to find a common solution.

Public

Thank you Nicolas let see what nitro has to say

Public

Hi Dejan and casino-ca.guru!


When you registered in our site and placed your deposits, Albania was not restricted, reason why we were able to accept your transactions. You played and lost the funds, and shortly after Albania gets restricted by us. If you would have had any remaining funds or winnings we would pay these out manually, which we have explained to you on other affiliated casino sites and forums.


We would like to apologise for the misleading answer you have received from our Customer Support. We have reached our Customer Support manager in order to make sure all the agents have the information up to date regarding the restricted countries list. 


The country restrictions can occur on daily basis and we apologise for the inconveniences caused to you this time. Again, we want to state that we will always transfer back any winnings or funds should you have any on your account.


I kindly ask you to check our current Restricted Countries list from the link below, where it is stated that your country is a restricted region: 


https://www.nitrocasino.com/en/page/faq


Wish you a good evening!


Kind regards,

Alex

Public

Pure lie ,i have proof that was country restricted even before

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In order to solve this complaint I have requested the casino to send us relevant proof. We will let you know the outcome as soon as possible.

Public

Dear Dejan,

After receiving relevant information from Nitro Casino about your case, we are sorry to inform you that your case will now be rejected. The casino provided us with information that you lost all your balance before your account was closed. In case you lost all your money, you have no right for a refund, because you could lose money the same way in any other casino whether Albania is restricted or not. We would be able to help you only in case there is some balance left in your account.

Please do not hesitate to contact us if we can help you with anything else.

Best regards,

Nick