Nitrobet Casino - Аккаунт игрока был закрыт.

Hello, on September 2nd, 2025 I won €10220 in real money playing the game Mines by Spribe at Nitrobet Casino .

I successfully verified my account at the casino, and so far the casino has paid out well. I just received an email informing me that another €750 has been paid out, and I wanted to log into my casino account to request another withdrawal.

However, I can no longer log in. I get a message saying that I've been banned for gambling addiction .

It's absolutely ridiculous that this casino group is trying everything to avoid paying out my winnings.

Gambling addiction? How did they suddenly come to that conclusion? I'm not addicted. I simply know exactly what I'm doing, and apparently the casino doesn't like that. I expect the casino to pay me my remaining €7,220 , because the money is rightfully mine. They can still ban me later if they think I'm addicted. But there's absolutely no reason to do that before a payout. This money is mine, and I hope that you at Casino Guru can help me resolve this with the casino.

Thank you in advance for your help and understanding.

I greatly appreciate your work and hope you can help me.

Hallo, am 02.09.2025 im Nitrobet Casino bei dem Spiel Mines von Spribe 10220€ mit Echtgeld gewonnen.

Ich habe mich erfolgreich verifiziert in dem Casino und bisher hat das Casino gut ausbezahlt. Ich habe soeben auch die Email erhalten, dass nochmals 750€ ausbezahlt wurden und wollte danach im Casino auf meinem Konto einloggen, um eine erneute Auszahlung zu beantragen.

Allerdings kann ich mich nicht mehr einloggen. Es kommt die Meldung, dass ich wegen Spielsucht gesperrt wurde.

Das ist doch absolut lächerlich, dass diese Casino Gruppe wirklich alles probiert, um mir meine Gewinne nicht auszuzahlen.

Spielsucht? Wie kommen die plötzlich darauf? Ich bin nicht süchtig. Ich weiß einfach genau was ich tue und das passt dem Casino anscheinend nicht. Ich erwarte dass das Casino mir meine restlichen 7220€ ausbezahlt, denn das Geld steht mir zu. Hinterher können Sie mich immer noch sperren, wenn Sie meinen ich sei süchtig. Aber es gibt keinerlei Gründe, dass vor einer Gewinnauszahlung zu tun. Dieses Geld steht mir zu und ich hoffe dass Sie von Casino Guru mir dabei helfen können dies mit dem Casino gemeinsam zu klären.

Vielen Dank im Voraus für Ihre Hilfestellung und Ihr Verständnis.

Ich weiß Ihre Arbeit sehr zu schätzen und hoffe Sie können mir weiterhelfen.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you ever mentioned any gambling-related issues or harm when communicating with this casino?
• Have you completed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• After noticing that your account was suspended, have you contacted customer support? If so, did they specify how long your account will be suspended and what will happen to your remaining balance?

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

Best regards

Veronika

Hello, the casino has already contacted me. They said they had confused my player account with another one, apologized, and reopened it.

Hallo, das Casino hat sich bereits bei mir gemeldet. Sie meinten sie hätten mein Spieleraccount mit einem amderem verwechselt, sich entschuldigt und es wieder eröffnet.

Thank you for the information. Please let me know if there is anything else we can assist you with, or if this complaint may be considered resolved.

Hello,

We confirm that the issue has been fully resolved on our side.

If you need anything else, we remain at your disposal.

Kind regards,

Nitrobet Casino Support Team

The casino is still paying out. I have no problems whatsoever and only €1700 is still outstanding.

Das Casino zahlt weiter aus. Ich habe keinerlei Probleme und es sind nur noch 1700€ ausstehend.

Thank you, dear Nitrobet Casino representative, and dear Ninosch, for providing me with further updates. Please let me know if you received the remaining funds and if the complaint might be closed as resolved.

There is still a little over €900 outstanding and I have already exceeded the withdrawal limit for this week.

Es sind noch etwas mehr als 900€ offen und ich habe das Limit der Auszahlungen für diese Woche schon überschritten.

Thank you for letting me know. Please update me once you submit a new withdrawal request and then once you receive your winnings.

The casino only needs to process one more withdrawal request. I'll let you know when it's completed.

Das Casino muss nur noch eine Auszahlungsanfrage bearbeiten. Ich melde mich wenn diese abgeschlossen wurde.

The casino has processed the last requested withdrawal today and has now paid out my entire winnings. You can now close this complaint, and I sincerely thank you for your assistance.

Kind regards

Das Casino hat heute die letzte beantragte Auszahlung verarbeitet und nun meinen gesamten Gewinn ausbezahlt. Sie können diese Beschwerde nun schließen und ich bedanke mich herzlich für Ihre Unterstützung.

Freundliche Grüße

Dear Ninosch,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru