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Subject: Formal Complaint - Nitro Casino - Confiscation of €653 in winnings

To the CasinoGuru Team,

I am filing this formal complaint against Nitro Casino regarding the unfair confiscation of my winnings totaling €653.

Account Identification:

Player Name: Sanna Harju

Login Method: Bank ID (Trustly) – I do not use a separate username.

Original Email: [email protected]

Current/Updated Email: [email protected]

Dispute Details:

Disputed Amount: €653 (Total from two withdrawals: €603 and €50)

First Withdrawal Date: March 7, 2026 (14:50)

The Case: Nitro Casino has confiscated my winnings, claiming a breach of Rule 5.13 (depositing with a balance over $10). I am contesting this decision because the casino’s own support team provided me with explicit, written permission to withdraw these funds long after the alleged rule breach occurred.

Timeline of Events:

The Withdrawals: I requested two withdrawals (€603 on March 7th and €50 on March 8th).

The "Confiscation": The casino claims the funds were seized on March 10th.

The KYC Process (March 18–22): Despite the alleged confiscation, the casino support (Agents Marisol and Tessa) continued to ask me for KYC documents (Passport, Utility Bill) for over a week. They led me to believe that my account was being verified for payment.

Explicit Permission to Withdraw (March 23): After I submitted all documents and updated my email to [email protected], an agent named Olga explicitly confirmed: "We’ve checked your account and can confirm that there are currently no pending withdrawals. You may now submit a new withdrawal request at your convenience."

Security Code: The casino even issued a security code (0510) to my email to facilitate the withdrawal process.

Conclusion: I acted in good faith and followed every instruction provided by the casino's support. It is highly misleading for a casino to lead a player through a long verification process and give explicit written permission to withdraw, only to later refuse payment based on a rule they claim to have enforced weeks prior. I played with a pure deposit (no bonuses used) and used Bank ID for the highest level of authentication.

Note on Evidence: I have saved my full conversation history consisting of 18 screenshots. Due to the upload limits of this form, I have attached the 5 most critical documents. However, I am ready to provide the complete log of all 18 images immediately upon request.

I request CasinoGuru’s assistance in holding Nitro Casino to the written confirmation provided by their support team on March 23rd.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Stay safe.

Dear Sannuli,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. I checked the General T&Cs, and I found this:

13.You agree that your full deposit must be wagered before making any additional deposits into your Account. If you have an existing balance exceeding €10.00 (or the equivalent in any supported currency) and proceed with an additional deposit, you will be in breach of these terms. Any winnings derived from the most recent linked deposits may be forfeited.

To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you didn't activate or play with any bonuses?
• How much money did you have in your casino account when you deposited?
• Could you clarify if you currently have any remaining balance in your casino account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Sannuli,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru