Bonus Complaint Life changing money 22.000 euro MEGAWIN withheld. Nordicbet (dynamic ip)

[Elissie]

Hello,

I am a really unhappy person. I tried my first time gambling online with a big company like Nordic bet. They advertise everywhere online in my country and even have my native language support.

So I thought I would give them a try. I am playing a slot which all the online streamers play.

I won 22.000 euro with 5 euro spin unbelievable. I was so happy you couldn't imagine it, even took a video off it.

I Paid out a little bit and got paid the first part of my payment. Until I get an email from the casino.

" After an investigation, we can see that you have breached our rules and terms 12.1:

12.1 Bonuses are only available once per person, family, household, address, email address, credit card number, bank account, telephone number, computer/device and/or IP address. "


I thought " this is impossible" I just bought a new computer, I just bought a new internet subscription which is on my name. I used my own credit card my own phone number. I asked for a thorough investigation.

Senior management told me that my IP was the same as someone else's. THIS IS IMPOSSIBLE. I asked my internet service provider and they told me that the ip was " dynamic" this means that it could have been used before.

I live in a small country where many users play on this casino famous site Nordic bet. Is it my fault this ip address has been used. I just have a brand new internet connection.

It is also really convenient that they see I have won a big amount and they do not have to pay it for this reason. It's life changing money for me.

Could casino meister help in any way? I see many similar cases on other websites. Shouldn't Nordicbet provide evidence and even consider that an IP could be dynamic and double used in some country's. There would be always a double IP in their system and casinos can use it against you if you win but if you lose they won't bother to tell you.

 

[paul7388]

If everything you are saying is true then first contact the Rep for the casino @Betsson-Group by PM as they are accredited here. I have tagged them so they can see this thread and for you to know who to PM.

After contacting them if you have no success you can do a PAB against them and @maxd will contact them.

 

[hogexd]

If you really haven’t had your friends or family sign up, and it’s only because you happened to get a dynamic IP that had been used by a random person that also happened to be a player at Nordic bet, then I’m confident that you will get your money. Good luck

 

[Video_Poker_Pro]

If you really haven’t had your friends or family sign up, and it’s only because you happened to get a dynamic IP that had been used by a random person that also happened to be a player at Nordic bet, then I’m confident that you will get your money. Good luck

Then you dont know how casino work, You think they are running a charity mate?

 

[hogexd]

Then you dont know how casino work, You think they are running a charity mate?

Huh? They’re a reputable and very well licensed casino, why would they not pay OP? If it’s only because of the coincidental, already used IP, and it can be explained to them, there has been no breach of terms??

surely they would take into account the possibility of dynamic IPs..

 

[chiya]

Huh? They’re a reputable and very well licensed casino, why would they not pay OP? If it’s only because of the coincidental, already used IP, and it can be explained to them, there has been no breach of terms??

surely they would take into account the possibility of dynamic IPs..

There's no way to prove that it wasn't you, though. Dynamic IPs are a thing yes, but there are probably billion different IP combinations you could get assigned. The likelihood of getting assigned an IP who also played at NordicBet and also took the bonus are next to none. Not impossible of course.

I'm not saying the OP should not get paid, but it is a tricky situation. This actually is my biggest fear, that I some day win big and get slapped on the face with this. 90% of my gambling is on my phone, and your IP is gonna change a lot on a mobile device.

The OP won't lose anything by submitting a PAB, though. Well worth the try. (if the rep can't resolve their situation)

 

[hogexd]

There's no way to prove that it wasn't you, though. Dynamic IPs are a thing yes, but there are probably billion different IP combinations you could get assigned. The likelihood of getting assigned an IP who also played at NordicBet and also took the bonus are next to none. Not impossible of course.

I'm not saying the OP should not get paid, but it is a tricky situation. This actually is my biggest fear, that I some day win big and get slapped on the face with this. 90% of my gambling is on my phone, and your IP is gonna change a lot on a mobile device.

The OP won't lose anything by submitting a PAB, though. Well worth the try. (if the rep can't resolve their situation)

Yeah, I mostly play on my phone too, and I can see from watching my login history at different casinos, that my IP changes often. Luckily it has not been an issue so far.

 

[LoopsterAU]

Yeah, I mostly play on my phone too, and I can see from watching my login history at different casinos, that my IP changes often. Luckily it has not been an issue so far.

For most mobile networks the IP is almost always shared because they use a thing called CGNAT where the IP assigned to your phone is internal (like being on wifi on your home router, example 10.x.x.x) while all phones if you were to type "what is my ip" in google would be sharing the same publicly facing IP to servers on the internet.
If they really want to decide if it is the same person or not they can use a whole bunch of other methods including MAC address (unique to each device although if hackers really want to they can change it etc which is why they wouldn't use this by default) unless you start disputing it etc and usually most devices will have a sticker with their legit MAC anyway that you could take a photo of to prove you aren't doing anything dodgy.
There's plenty of other ways they can identify who is using the same machine but I wont get into too much detail, if their IT is that incompetent to be able to determine the difference between a real player and an abuser then they shouldn't be in their position or it could just be someone in management if a rogue casino that will ignore those things and just keep pointing to the shared IP rule in their terms etc
One thing I have noticed though which is why I suspect they have this rule is that when using a mobile device it is much rarer to hit to ice cold run where it feels like someones switched the off switch on you and that would be because if they were to try something like that they would need to do it on another layer and not IP otherwise it would affect all players on that mobile network in that country/region due to CGNAT.
Unfortunately knowing these technical things because I work in IT myself doesn't help me be convinced that everything is 100% random as it should be because I can guarantee just about everyone on this forum has hit that colder than Antarctica feeling on a session before etc

 

[Crazy7]

This is really concerning! I am a regular player on Nordic bet using mobile internet.
It is easier in my city to use the mobile internet than a local ISP. I use all their promotions. Never won a big amount like this.

Maybe the rep. can explain what the policy is on the matter " dynamic ip" . If playing with a dynamic IP is allowed? So apparently this is a yes, only you can't use a promotion?

When making an account on Nordic bet and there marketing team doing every trick in there power to let you deposits use a bonus and lose money they legitimate have the right to void your funds as they want!!

Sounds not right at all. Even in a student house or coffee shop how should you know other players are playing on Nordic bet you cannot!! I understand they must have a policy against this for abusers.

Voiding 22.000 euro on ” 12.1 Bonuses are only available once per person, IP address.” Sounds really thin for a court case IMO.

Who is the ADR? maybe you can find your luck there. Good luck!

 

[hogexd]

For most mobile networks the IP is almost always shared because they use a thing called CGNAT where the IP assigned to your phone is internal (like being on wifi on your home router, example 10.x.x.x) while all phones if you were to type "what is my ip" in google would be sharing the same publicly facing IP to servers on the internet.
If they really want to decide if it is the same person or not they can use a whole bunch of other methods including MAC address (unique to each device although if hackers really want to they can change it etc which is why they wouldn't use this by default) unless you start disputing it etc and usually most devices will have a sticker with their legit MAC anyway that you could take a photo of to prove you aren't doing anything dodgy.
There's plenty of other ways they can identify who is using the same machine but I wont get into too much detail, if their IT is that incompetent to be able to determine the difference between a real player and an abuser then they shouldn't be in their position or it could just be someone in management if a rogue casino that will ignore those things and just keep pointing to the shared IP rule in their terms etc
One thing I have noticed though which is why I suspect they have this rule is that when using a mobile device it is much rarer to hit to ice cold run where it feels like someones switched the off switch on you and that would be because if they were to try something like that they would need to do it on another layer and not IP otherwise it would affect all players on that mobile network in that country/region due to CGNAT.
Unfortunately knowing these technical things because I work in IT myself doesn't help me be convinced that everything is 100% random as it should be because I can guarantee just about everyone on this forum has hit that colder than Antarctica feeling on a session before etc

Thanks for the insight, really helpful.

 

[Betsson-Group]

Hello,

I am a really unhappy person. I tried my first time gambling online with a big company like Nordic bet. They advertise everywhere online in my country and even have my native language support.

So I thought I would give them a try. I am playing a slot which all the online streamers play.

I won 22.000 euro with 5 euro spin unbelievable. I was so happy you couldn't imagine it, even took a video off it.

I Paid out a little bit and got paid the first part of my payment. Until I get an email from the casino.

" After an investigation, we can see that you have breached our rules and terms 12.1:

12.1 Bonuses are only available once per person, family, household, address, email address, credit card number, bank account, telephone number, computer/device and/or IP address. "


I thought " this is impossible" I just bought a new computer, I just bought a new internet subscription which is on my name. I used my own credit card my own phone number. I asked for a thorough investigation.

Senior management told me that my IP was the same as someone else's. THIS IS IMPOSSIBLE. I asked my internet service provider and they told me that the ip was " dynamic" this means that it could have been used before.

I live in a small country where many users play on this casino famous site Nordic bet. Is it my fault this ip address has been used. I just have a brand new internet connection.

It is also really convenient that they see I have won a big amount and they do not have to pay it for this reason. It's life changing money for me.

Could casino meister help in any way? I see many similar cases on other websites. Shouldn't Nordicbet provide evidence and even consider that an IP could be dynamic and double used in some country's. There would be always a double IP in their system and casinos can use it against you if you win but if you lose they won't bother to tell you.

Hi Ellissie,

Thank you for reaching out.

I can of course understand this could be upsetting, and I will be happy to look into your case, however to do so I would need some more details to be able to track your account and the correspondence on the case.

Please also understand that this being a public forum I will not recommend sharing any personal details, so you may just supply the correspondence reference number of any email you received from our end and I will be able to access the query. This way using the reference number there will be no personal details being shared.

Looking forward to your reply.

Regards

Roger

NordicBet Customer Support Manager

 

[Elissie]

Hi Ellissie,

Thank you for reaching out.

I can of course understand this could be upsetting, and I will be happy to look into your case, however to do so I would need some more details to be able to track your account and the correspondence on the case.

Please also understand that this being a public forum I will not recommend sharing any personal details, so you may just supply the correspondence reference number of any email you received from our end and I will be able to access the query. This way using the reference number there will be no personal details being shared.

Looking forward to your reply.

Regards

Roger

NordicBet Customer Support Manager

Thank you for responding on public, I tried by emailing, only I was getting generic replies from the support it was like hitting a wall every time.

I copy paste "Reference: 221003-001265" I have many reference number emails hope this is alright.
The biggest win of my whole life is at stake I can't control with what I win. I know casinos have to be careful with paying out big amounts. Please take a look at my case and if you need any more information you can send me an email.

 

[Betsson-Group]

Thank you for responding on public, I tried by emailing, only I was getting generic replies from the support it was like hitting a wall every time.

I copy paste "Reference: 221003-001265" I have many reference number emails hope this is alright.
The biggest win of my whole life is at stake I can't control with what I win. I know casinos have to be careful with paying out big amounts. Please take a look at my case and if you need any more information you can send me an email.

Hi Elissie,
Thank you once more for your cooperation. I have indeed traced this correspondence, and I would like to clarify as much as I possibly can, considering this is a public forum. First and foremost, at no point in this, nor in any of the other emails or chats you had with our support do we ever mention "dynamic IP" nor do we state or refer to this is as in any way connected to the action taken, let alone as a reason. In this and all other correspondence, you have been supplied and quoted the Terms and Conditions breached, and once more in none of these do we ever mention "dynamic IP". I am also afraid I am not seeing the replies in emails or chats being given as a "hitting a wall" as in each you have been informed of the Terms and Condition breached and I also would like to refer to email with Reference number 221005-004438 which was sent on the 5th October at 16:02 by the Management where you were informed that your internal Complaint had been reviewed by the Management and the initial decision confirmed, in this same email, as is required by regulatory obligations, you were supplied the ADR contacts and instructed to file a dispute with the appointed ADR should you still not be satisfied or disagree with this decision, so as to have an impartial 3rd party review. At this point, I kindly invite you to refer to this email with all links and instructions on how to proceed further via the ADR. I am afraid I will not be able to share nor discuss any further this case here and if you have any difficulty in finding this email if you wish I can gladly send this over again directly to you.
I do understand this might not be what you were hoping for, but I am afraid that all relevant information has been supplied in our email and chat exchange.

Regards
Roger, NordicBet Customer Support Manager

 

[Elissie]

Hi Elissie,
Thank you once more for your cooperation. I have indeed traced this correspondence, and I would like to clarify as much as I possibly can, considering this is a public forum. First and foremost, at no point in this, nor in any of the other emails or chats you had with our support do we ever mention "dynamic IP" nor do we state or refer to this is as in any way connected to the action taken, let alone as a reason. In this and all other correspondence, you have been supplied and quoted the Terms and Conditions breached, and once more in none of these do we ever mention "dynamic IP". I am also afraid I am not seeing the replies in emails or chats being given as a "hitting a wall" as in each you have been informed of the Terms and Condition breached and I also would like to refer to email with Reference number 221005-004438 which was sent on the 5th October at 16:02 by the Management where you were informed that your internal Complaint had been reviewed by the Management and the initial decision confirmed, in this same email, as is required by regulatory obligations, you were supplied the ADR contacts and instructed to file a dispute with the appointed ADR should you still not be satisfied or disagree with this decision, so as to have an impartial 3rd party review. At this point, I kindly invite you to refer to this email with all links and instructions on how to proceed further via the ADR. I am afraid I will not be able to share nor discuss any further this case here and if you have any difficulty in finding this email if you wish I can gladly send this over again directly to you.
I do understand this might not be what you were hoping for, but I am afraid that all relevant information has been supplied in our email and chat exchange.

Regards
Roger, NordicBet Customer Support Manager

The answers to my emails and chat questions was just a copy paste of the terms that I breached. Nothing more will be discussed.

I am helpless in this regard. So you actually providing me with the exact same information, I got also partly paid. I am really wondering why you paid me out in the first place, if you have no intention of paying big amounts.

So who is the ADR that you are talking about please?

 

[Betsson-Group]

The answers to my emails and chat questions was just a copy paste of the terms that I breached. Nothing more will be discussed.

I am helpless in this regard. So you actually providing me with the exact same information, I got also partly paid. I am really wondering why you paid me out in the first place, if you have no intention of paying big amounts.

So who is the ADR that you are talking about please?

Hi Elissie,

Please find below the contact details for Ecogra we sent you over email:

✔ Hjemmeside:

You do not have permission to view link Log in or register now.

✔ Telefon: +44 20 7887 1480


✔ Klageskjema:

You do not have permission to view link Log in or register now.

✔ Mer informasjon:

You do not have permission to view link Log in or register now.

Hope this helps.

Regards

Roger

NordicBet Customer Support Manager

 

[Crazy7]

Hi Elissie,

Please find below the contact details for Ecogra we sent you over email:

✔ Hjemmeside:

You do not have permission to view link Log in or register now.

✔ Telefon: +44 20 7887 1480


✔ Klageskjema:

You do not have permission to view link Log in or register now.

✔ Mer informasjon:

You do not have permission to view link Log in or register now.

Hope this helps.

Regards

Roger

NordicBet Customer Support Manager

Ok so you guide the poster actually to a 3rd party platform which is founded and created by casino's itself which they just copy paste the the terms from the casino which has been breached. Does anyone on this forum won a dispute with the eCOGRA??

I advise the poster to make PAB it is much more helpful as the eCOGRA.

 

[hogexd]

Ok so you guide the poster actually to a 3rd party platform which is founded and created by casino's itself which they just copy paste the the terms from the casino which has been breached. Does anyone on this forum won a dispute with the eCOGRA??

I advise the poster to make PAB it is much more helpful as the eCOGRA.

Correct me if if I’m wrong, but usually if a casino redirects you to their own ADR to solve disputes, they will sadly just give CM the ”talk to the hand” response.. Atleast that’s what I’ve concluded from reading previous PAB reports etc. @maxd is this correct or not?

 

[maxd]

You are correct.

 

[Triple A]

Horrible situation to be in.