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NitroCasino - Help thread

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Hello everyone here at Casinogrounds,

My name is Bob, a Casino Representative for the newly launched NitroCasino. It is a pleasure to meet you all! 

I have started this help thread so that you can bring up any kind of feedback regarding NitroCasino. Are you missing anything? Encountered a bug? Let me know in this thread or send me a PM, and I will look into it as soon as humanly possible.

NitroCasino does not have a classic welcome offer. Instead, you just sign up and start playing and your gameplay will be rewarded. It does not matter if you win or lose, your deposits will be rewarded daily, weekly and monthly - just make sure to accept marketing emails and keep an eye on your mail inbox for incoming casino goodies!

We have done and also aim to do more exclusive giveaways and competitions with CasinoGrounds members in the future.

I hope you will have a great time playing, wishing you all good luck!

Best Regards, 

Bob

* Unfortunately NitroCasino does not accept UK or SE players at this point

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Good initiative, I'm very keen on seeing the feedback from the community :) 

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Posted (edited)
On 03/03/2020 at 17:02, Bob_NitroCasino said:

Hello everyone here at Casinogrounds,

My name is Bob, a Casino Representative for the newly launched NitroCasino. It is a pleasure to meet you all! 

I have started this help thread so that you can bring up any kind of feedback regarding NitroCasino. Are you missing anything? Encountered a bug? Let me know in this thread or send me a PM, and I will look into it as soon as humanly possible.

NitroCasino does not have a classic welcome offer. Instead, you just sign up and start playing and your gameplay will be rewarded. It does not matter if you win or lose, your deposits will be rewarded daily, weekly and monthly - just make sure to accept marketing emails and keep an eye on your mail inbox for incoming casino goodies!

We have done and also aim to do more exclusive giveaways and competitions with CasinoGrounds members in the future.

I hope you will have a great time playing, wishing you all good luck!

Best Regards, 

Bob

* Unfortunately NitroCasino does not accept UK or SE players at this point

Hello NitroCasino

I joined your website after seeing it here on Casinogrounds. I like the site and the variety of the games.

However, I joined the site cause I saw the word 'nitrospeed payouts'. I used Trustly (so pay and play), however the withdrawal is pending for 2 hours. 2 hours is not a lot though, but if I use a casino nowadays then I only use (almost) instant casinos.

Could you tell me if this is the normal speed and process my withdrawal?

 

@Bob_NitroCasino

Edited by Bas210

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6 minutes ago, Bas210 said:

Hello NitroCasino

I joined your website after seeing it here on Casinogrounds. I like the site and the variety of the games.

However, I joined the site cause I saw the word 'nitrospeed payouts'. I used Trustly (so pay and play), however the withdrawal is pending for 2 hours. 2 hours is not a lot though, but if I use a casino nowadays then I only use (almost) instant casinos.

Could you tell me if this is the normal speed and process my withdrawal?

 

@Bob_NitroCasino

Hi @Bas210

There are some details I would need to confirm before giving you an accurate answer. 

I have sent you a PM so we can take this further! 

Best Regards, 

 

Bob

 

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And processed!🙆‍♂️ Thanks @Bob_NitroCasino

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2 minutes ago, Bas210 said:

And processed!🙆‍♂️ Thanks @Bob_NitroCasino

@Bas210 You are very welcome! 

Congratulations again on your winnings and wish you a pleasant stay in NitroCasino!

Best Regards, 

 

Bob

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Why is there an 3€ fee when withdrawing with trustly? That's just greedy.. 

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On 03/03/2020 at 17:02, Bob_NitroCasino said:

Hello everyone here at Casinogrounds,

My name is Bob, a Casino Representative for the newly launched NitroCasino. It is a pleasure to meet you all! 

I have started this help thread so that you can bring up any kind of feedback regarding NitroCasino. Are you missing anything? Encountered a bug? Let me know in this thread or send me a PM, and I will look into it as soon as humanly possible.

NitroCasino does not have a classic welcome offer. Instead, you just sign up and start playing and your gameplay will be rewarded. It does not matter if you win or lose, your deposits will be rewarded daily, weekly and monthly - just make sure to accept marketing emails and keep an eye on your mail inbox for incoming casino goodies!

We have done and also aim to do more exclusive giveaways and competitions with CasinoGrounds members in the future.

I hope you will have a great time playing, wishing you all good luck!

Best Regards, 

Bob

* Unfortunately NitroCasino does not accept UK or SE players at this point

Hey Bob 

I play at your casino Nitro and win some money it is approved on March the first and got an email of it and still got no money in my bank account I play with trustly instant pay and also withdraw with trustly

What can be the reason why I still do not have my money

Tomorrow it is 5 days ago

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7 hours ago, m3evil said:

Why is there an 3€ fee when withdrawing with trustly? That's just greedy.. 

Oh is it? Not that cool, would be broke just by that xD On Leo on streamdays I usually deposit and withdrawl 10 times the day :D 

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16 hours ago, Tries said:

Hey Bob 

I play at your casino Nitro and win some money it is approved on March the first and got an email of it and still got no money in my bank account I play with trustly instant pay and also withdraw with trustly

What can be the reason why I still do not have my money

Tomorrow it is 5 days ago

Hi @OnAirJannick and @m3evil

Thank you both for your comments regarding NitroCasino. 

I'm sorry to hear that you have had a negative experience so far and we will try our best to improve it for you. As Nitro is a new site there have been a huge number of lucky winners and first withdrawals to process, and even with automated WDs (which we are working on) these take a longer time to process. The fees are a strategic decision as we try to reduce the load on our payments & fraud team as much as possible. We are however increasing our CS, Payments and Fraud departments quickly to resolve any such queues.

We appreciate all this feedback and we will make sure to take it into account for our upcoming improvements on NitroCasino. 

Best Regards, 

Bob

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Thanks Bob The issue is solved

Regards tries

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2 minutes ago, Tries said:

Thanks Bob The issue is solved

Regards tries

@Tries Thank you very much for confirming! 

And thank you for the patience in this occasion. We will work hard to keep on improving NitroCasino. 

Best Regards, 

Bob

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Hi, 

I made a deposit of 800kr on Friday and lost them. I haven`t got any reward for playing whole weekend?

Yesterday I saw that someone in Nitro casino had switched off that I wanted rewards from your casino.. It seems to have happended after my withdrawal on Wedensday. I hope some compensation will be given? 

After all everyone who is playing on Nitro will get rewarded if they win or loose..

 

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19 hours ago, weimaren87 said:

Hi, 

I made a deposit of 800kr on Friday and lost them. I haven`t got any reward for playing whole weekend?

Yesterday I saw that someone in Nitro casino had switched off that I wanted rewards from your casino.. It seems to have happended after my withdrawal on Wedensday. I hope some compensation will be given? 

After all everyone who is playing on Nitro will get rewarded if they win or loose..

 

Hi @weimaren87!

Thank you for posting your experience on NitroCasino. 

Apologies for the inconveniences you have experienced this time. I have sent you a PM with further information regarding your case. 

Let me know if there is anything else that we can do for you!

Best Regards,

Bob

 

 

 

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3 hours ago, Bob_NitroCasino said:

 

Hi @weimaren87!

Thank you for posting your experience on NitroCasino. 

Apologies for the inconveniences you have experienced this time. I have sent you a PM with further information regarding your case. 

Let me know if there is anything else that we can do for you!

Best Regards,

Bob

 

 

 

Thumbs up! :) Problem solved :)

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@Bob_NitroCasino To echo the comments from @tries - it's really not cool that any 'pay and play' casino does not offer instant withdrawals. I've played at a number of such casinos and your casino is the only time I have encountered any delay whatsoever.

I also don't like the fact that responsible gambling controls need to be searched for as opposed to being easily accessible. For example - from the 'my account' area the only option I see for responsible gambling is 'reality check' (does anyone actually use that?) where as to access deposit limits I am required to access the responsible gambling link in the footer of the page which links to an information page and from there I can then link to the limits page. I also see no option to time out or self exclude other than a generic customer service option. I would suggest that if you really are as committed to responsible gambling as your help file suggests then you should make that more prominent / easier for the customer.

For the above reasons - once my withdrawal is processed I will be closing my account.  I hate waiting for withdrawals and specifically give my custom to those casinos prepared to process withdrawals as fast as they process payments.  I also really don't like the lack of easily accessible responsible gambling features i.e. contact customer service to time out - that feels like behaviour from times gone past and inappropriate for 2020.

Aside from those issues - my overall experience was good. The games ran well with a big range of slots and providers to choose from.

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I stand corrected on the time out stuff. It's there but you need to click ever so slightly obscure 'click here if you want to chill out a bit more link' at the bottom of the limits page.

I found that out after chatting with live support who gave me the direct link.

I should point out I do all playing via mobile. Perhaps desktop site is easier.

Live chat informed me withdrawal can take up to 72hrs.

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18 hours ago, NudgeShuffle said:

@Bob_NitroCasino To echo the comments from @tries - it's really not cool that any 'pay and play' casino does not offer instant withdrawals. I've played at a number of such casinos and your casino is the only time I have encountered any delay whatsoever.

I also don't like the fact that responsible gambling controls need to be searched for as opposed to being easily accessible. For example - from the 'my account' area the only option I see for responsible gambling is 'reality check' (does anyone actually use that?) where as to access deposit limits I am required to access the responsible gambling link in the footer of the page which links to an information page and from there I can then link to the limits page. I also see no option to time out or self exclude other than a generic customer service option. I would suggest that if you really are as committed to responsible gambling as your help file suggests then you should make that more prominent / easier for the customer.

For the above reasons - once my withdrawal is processed I will be closing my account.  I hate waiting for withdrawals and specifically give my custom to those casinos prepared to process withdrawals as fast as they process payments.  I also really don't like the lack of easily accessible responsible gambling features i.e. contact customer service to time out - that feels like behaviour from times gone past and inappropriate for 2020.

Aside from those issues - my overall experience was good. The games ran well with a big range of slots and providers to choose from.

I looked aswell for were to set a time out. You have to click responsible gaming on the bottom off the front page. After that you have to scroll down and look for a click here button. If you don't take your time to look properly you will miss it. 

I felt that live support need alot more training in dealing with customers. First ten times they didn't answered my questions at all. 

Luckly you have Bob from Nitro here to help you properly! 🙂 

Edited by weimaren87

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It took 9 days for my bank withdrawal to reach my account. (with two weekends in between) Had to wait for 5 days to get my documents approved with help from our contact in Justspin.. They must be shorthanded. Maybe employ some more guys in the payments departement.. 

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18 hours ago, NudgeShuffle said:

@Bob_NitroCasino To echo the comments from @tries - it's really not cool that any 'pay and play' casino does not offer instant withdrawals. I've played at a number of such casinos and your casino is the only time I have encountered any delay whatsoever.

I also don't like the fact that responsible gambling controls need to be searched for as opposed to being easily accessible. For example - from the 'my account' area the only option I see for responsible gambling is 'reality check' (does anyone actually use that?) where as to access deposit limits I am required to access the responsible gambling link in the footer of the page which links to an information page and from there I can then link to the limits page. I also see no option to time out or self exclude other than a generic customer service option. I would suggest that if you really are as committed to responsible gambling as your help file suggests then you should make that more prominent / easier for the customer.

For the above reasons - once my withdrawal is processed I will be closing my account.  I hate waiting for withdrawals and specifically give my custom to those casinos prepared to process withdrawals as fast as they process payments.  I also really don't like the lack of easily accessible responsible gambling features i.e. contact customer service to time out - that feels like behaviour from times gone past and inappropriate for 2020.

Aside from those issues - my overall experience was good. The games ran well with a big range of slots and providers to choose from.

 

18 hours ago, NudgeShuffle said:

I stand corrected on the time out stuff. It's there but you need to click ever so slightly obscure 'click here if you want to chill out a bit more link' at the bottom of the limits page.

I found that out after chatting with live support who gave me the direct link.

I should point out I do all playing via mobile. Perhaps desktop site is easier.

Live chat informed me withdrawal can take up to 72hrs.

 

4 minutes ago, weimaren87 said:

I looked aswell for were to set a time out. You have to click responsible gaming on the bottom off the front page. After that you have to scroll down and look for a click here button. If you don't take your time to look properly you will miss it. 

I felt that live support need alot more training in dealing with customers. First ten times they didn't answered my questions at all. 

Luckly you have Bob from Nitro here to help you properly! 🙂 

Hi @NudgeShuffle

Thank you for taking the time to leave your feedback regarding NitroCasino. First of all, we are sorry to hear that you are dissatisfied with some of the responsible gaming features on our site. We would like to assure you that we continuously strive to improve our website and services, and feedback like yours is definitely a great help. Therefore, we confirm that we have escalated your suggestions to the relevant department who are currently looking into the matter.

As of the waiting times for the transactions, A lot of new players have meant a lot of new winners and first withdrawals to process. We are however increasing our CS, Payments and Fraud departments quickly to relieve any such queues. 

We hope this information was helpful and we would like to continue to encourage you to please come forward, should you have any further feedback for us.

@weimaren87 Thank you for taking the time to both leave feedback regarding NitroCasino and for bringing useful information to this thread! Also for your kind words!

Thank you again to the Casino Grounds community for all the feedback. 

Please do not hesitate to reach out to me if further information regarding any matter is needed. 

 

Best Regards,

Bob

 

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@Bob_NitroCasino Is het REP still here?

 

I really like the casino but I have to fully agree with this post, I have another pending withdrawal

On 09/03/2020 at 21:24, NudgeShuffle said:

@Bob_NitroCasino To echo the comments from @tries - it's really not cool that any 'pay and play' casino does not offer instant withdrawals. I've played at a number of such casinos and your casino is the only time I have encountered any delay whatsoever.

I also don't like the fact that responsible gambling controls need to be searched for as opposed to being easily accessible. For example - from the 'my account' area the only option I see for responsible gambling is 'reality check' (does anyone actually use that?) where as to access deposit limits I am required to access the responsible gambling link in the footer of the page which links to an information page and from there I can then link to the limits page. I also see no option to time out or self exclude other than a generic customer service option. I would suggest that if you really are as committed to responsible gambling as your help file suggests then you should make that more prominent / easier for the customer.

For the above reasons - once my withdrawal is processed I will be closing my account.  I hate waiting for withdrawals and specifically give my custom to those casinos prepared to process withdrawals as fast as they process payments.  I also really don't like the lack of easily accessible responsible gambling features i.e. contact customer service to time out - that feels like behaviour from times gone past and inappropriate for 2020.

Aside from those issues - my overall experience was good. The games ran well with a big range of slots and providers to choose from.

 

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Hi @Bas210

Thanks for reaching out!

Let me investigate further and come back to you with further information replying to your PM. 

Best Regards, 

Bob

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WORST CASINO EVER FOR VERIFICATION AND WITHDRAWALS. MY USERNAME IS JoshyBuoy. Please help and verify my fn account and process my withdrawal. It has been about a month!!!!

On 22/03/2020 at 10:03, Bas210 said:

@Bob_NitroCasino Is het REP still here?

 

I really like the casino but I have to fully agree with this post, I have another pending withdrawal

 

I ECHO THIS COMMENT 100%

On 10/03/2020 at 11:18, Bob_NitroCasino said:

 

 

Hi @NudgeShuffle

Thank you for taking the time to leave your feedback regarding NitroCasino. First of all, we are sorry to hear that you are dissatisfied with some of the responsible gaming features on our site. We would like to assure you that we continuously strive to improve our website and services, and feedback like yours is definitely a great help. Therefore, we confirm that we have escalated your suggestions to the relevant department who are currently looking into the matter.

As of the waiting times for the transactions, A lot of new players have meant a lot of new winners and first withdrawals to process. We are however increasing our CS, Payments and Fraud departments quickly to relieve any such queues. 

We hope this information was helpful and we would like to continue to encourage you to please come forward, should you have any further feedback for us.

@weimaren87 Thank you for taking the time to both leave feedback regarding NitroCasino and for bringing useful information to this thread! Also for your kind words!

Thank you again to the Casino Grounds community for all the feedback. 

Please do not hesitate to reach out to me if further information regarding any matter is needed. 

 

Best Regards,

Bob

 

BOB, Where are all these so called hired people?? Your processes are the worst I have dealt with in the gaming industry in 12 years. FIX YOUR PROBLEMS IMMEDIATELY! KIM STOP SUPPORTING THESE HORRIBLE COMPANIES. Thank you

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Hello @joshybuoy,

Thanks for posting in NitroCasino's help thread and apologies for the experienced Inconveniences. 

I have raised your case to our Payments and Fraud manager. I have also seen your PM. As soon as I receive feedback from our Payments Department, I will inform you about the status of your case and a solution. 

We are in the process of increasing both our Customer Service and Payments and Fraud teams in order to be able to provide quicker times in all possible areas. 

Thank you for your patience this time and for reaching us through the Casino Grounds community. 

I will contact you shortly as a response to the PM to give you further information. 

 

Best Regards, 

Bob 

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