Norm Casino: withholding a $120 payout since 21.06.2206
Complaint from Toni0608 to Norm Casino dated 6/22/26
Good afternoon. I registered at the Norm casino, made a deposit, got a welcome bonus. I cleared the wager in full and requested a withdrawal of 9000 rubles. Support wrote that the withdrawal takes “a couple of hours”. 40’ hours have already passed, and the withdrawal request has not even been processed. For all inquiries, the support service bot replies “please wait for processing”. No time frames are being given at all. I would like to ask the casino representative what the delay is connected with? And is this being done deliberately so that the player loses the entire balance without waiting for the withdrawal?
Discussion process (48)
Complaint statistics against Norm Casino
Claims against Norm Casino
Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | June 22, 2026 at 3:35 PM |
| Last revision | July 22, 2026 at 9:20 PM |
| Views | 75311 |
Complaint Author
| Parameters | Norm Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
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| Complaint Author |
Toni0608
[email protected]
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| Fact-checked |
VyacheslavLenin
Complaint Specialist |
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The complaint has been sent to the casino
The withdrawal was put on hold because security was checking the profile. In short, they found a technical bug.
What happened:
19.06.2026 at 23:12:03 (UTC +3) the player had already successfully claimed and wagered their first deposit bonus.
But a little later the system glitched a bit, and that same bonus was mistakenly shown in the account again. The player activated it a second time.
Since the welcome bonus can only be taken once under the rules, and this money was credited because of a glitch, we had to cancel the winnings from it.
Vyacheslav, I honestly do not understand what they are writing about. They just stole money from the balance and made up some nonsense. I made a deposit and lost it. A bonus with free spins appeared in the account, I took that bonus after the deposit and won about 950
rubles in the free spins. The wager on that bonus was 40, and the playthrough was on bonus funds, I just managed to clear the wager from those 900 rubles and put the remaining 9000
rubles on withdrawal. P. Everything in the bug report is from the devil, this is just total lawlessness from this casino.
Here are screenshots from this bonus. What double bonus are they talking about? They are blatantly lying
They write “I withdrew and wagered it through”, what amount did I wager through? They are just lying. I took a 100
free spins in Sweet Bonanza, they credited 916 rubles, and after that I just played and wagered through this bonus. Before that, I had read that this casino cancels payouts because the wagering bets were exceeded, so I played with small stakes to break nothing. And all of their claims are nothing more than an attempt not to pay out a fair win
The casino is blatantly lying, there were no bugs. There was a bonus of 100 free spins in Sweet Bonanza, I took that bonus. I played 100
free spins and started clearing the wager. Let them provide information about what bug they are talking about? And proof that I played this bonus twice. This is a blatant lie
Vyacheslav, I am really asking you to look into this situation. In my opinion, the casino administration is acting like thugs. I have now gone through the full history of my games on this project. I can prove with screenshots that the casino representative is lying. First of all, I did not find any bonus at 19.06 at 23:12. I played the Sweet Bonanza free spins on 19.06 at 23:00. I lost that bonus. Then, on 20.06, when I logged into my account, I saw a bonus offer of 100 free spins with a 40x wagering requirement. I won 916 rubles from the free spins, and with that amount I was able to clear the wagering requirement and put the rest up for withdrawal. So after a day, seeing the bonus on the site in my personal account, what was I supposed to do? Obviously, I decided to play. And I consider the casino’s “excuses” about a “technical bug” to be a way to avoid paying out the winnings. I did nothing wrong, I played through this bonus completely honestly!
Even on their website, in the bonuses section, you can see that these are two different bonuses!
Vyacheslav, please tell me, do I not need to open a new complaint? It’s just that the original complaint topic was different.
p.s. here is the description of these bonuses on the site norm
Published: June 22, 2026 at 10:38 PM
No. No need for a new one
Here is yet another piece of proof: at this casino, every bonus has its own ID. Pay attention, the welcome bonus has ID-659690, and the bonus I got the next day has ID-659688. This once again proves that the casino representatives are lying
All the information is easy to verify on their site
Casino representative norm, don’t you want to comment on the information I posted above. Am I mistaken about the receipts?
We want to clarify the situation with your welcome bonus package openly so that no one on the forum is left with any questions.
Here is the timeline of events according to the system logs:
First bonus (150 free spins): You successfully activated it. The winnings from these spins went toward meeting the wagering requirement, but during the process there were not enough funds on the account, and the bonus was automatically canceled due to insufficient balance.
Repeat bonus (100 free spins): After that, because of a technical error, the system reopened access to this same promotion for the first deposit. You used these 100 free spins and received winnings.
Since the welcome bonus, according to the platform rules, is strictly a one-time offer, the repeated crediting was incorrect. The funds received from the erroneous bonus should not have been on the account, so they were deducted with no possibility of restoration.
We have already provided all the necessary evidence and exports from the game history to the administration of this site.
Hello. I am very glad that you are taking part in the discussion. Let’s go step by step, the welcome bonus of 150 spins on Sweet Bonanza was activated on 19.06, and I was unable to clear the wager. On 20.06 I activated another bonus, “100 spins in Sweet Bonanza”, in this bonus the win was 916 rubles and the wager was 40x. I was able to clear this wager and put the remaining amount on the balance, 9000 rubles, for withdrawal. Now my question to the Norm casino representative is, which rules did I violate, and what technical bug are you talking about, and what confirms it. Information about your bonuses is available in the personal account on the site, and each of these bonuses has its own ID. So the story that it was the same “welcome bonus” is disproved by the facts
And one more question for the casino rep: under the welcome bonus terms, with my 25 USDT deposit, how many free spins was I supposed to get?
Maybe you could still answer my question above. Why do these bonuses have different IDs if you say it’s the same bonus?
I read the new complaints this morning and everything became clear about casino norm. Maybe it’s time to put them on the blacklist? Do you agree, Vyacheslav?
Will the casino provider give a normal answer to my questions?
Hello again! As I understand it, the casino representative norm has chosen the “ignore it” position? I asked several questions, why are there no answers? If the casino thinks it is in the right, explain your position on my complaints. Once again, this is two different bonuses, with different IDs, and on my side there were no violations of the casino rules. Third, transfer the amount of 9000 rubles to my details specified in the request. There can be no proof of my violations, in principle.
Vyacheslav, good afternoon! I would like to hear your assessment of this situation from you. In private messages, I brought you new facts, and it seems to me that based on all this, the truth is on my side. I did not break any rules. The winnings were from the correct bonus, and the wagering was fully completed.
Vyacheslav, I understand that my complaint will remain without any resolution?
Published: June 25, 2026 at 10:14 PM
The issue is being worked on
you’re not the only one I have…
Thanks, Vyacheslav. Sorry for being pushy. I will wait for news
Good afternoon, Vyacheslav. Any news on the complaint?
Published: July 6, 2026 at 9:11 AM
Soon there will be
Good evening, Vyacheslav! Any news about my complaint?
Anyway, as I understand it, my complaint is being completely ignored? It will be a month soon since the complaint was opened. There are no details at all.
Published: July 17, 2026 at 5:28 PM
There was a dispute with the project over your case and a second similar complaint.
The administration’s decision will be on Monday or Tuesday.
Today you will be offered compensation
Good evening! Thanks, Vyacheslav! I’ll be waiting for the casino offer.
Somehow the day ended, and nobody got in touch with me
Published: July 21, 2026 at 9:35 PM
I’ll check in the morning. They’ll reply either to me or to you in the complaint right away
Vyacheslav, hello! Are the casino reps keeping quiet?
You have been credited with compensation. Check it
Nothing was credited. There are no compensations in my account
Hello. Can a representative from Norm casino post here what compensation they credited? Where is it?
Compensation in the amount of 100 FS was successfully granted to the player and is in the “My Bonuses” section. You can use this bonus. We apologize for the inconvenience caused
The bonus is available for 1 day, please use it within the allotted time.
You stole 9000 rubles and the “compensation” is 100
free spins at 8 rubles with a 50 wager and a max win of 2000 rubles? Are you out of your mind? I refuse bonuses like that even if they are no-deposit!
Vyacheslav, I want to reach out to you for help. I am not going to take their handouts. I want to keep sorting this out with this casino. Please tell me where else I can complain? The truth is on my side, I won with the correct bonus and fully met all the casino’s conditions. They just stole my money!
Based on the logs in the casino admin panel, you received the second FS pack from the welcome package, which you were not supposed to get because of a bug.
The only thing is, a slightly different compensation was discussed with the administration. Please wait.
Can you tell me how to file a complaint with the license holder? I know how to do it on Casino Guru and Trustpilot, but I haven’t written to the licensor yet.
Just pure bullshit, they took away a fair win and now they also decided to throw me 100 FS with disgraceful terms as a brush-off. Scam project
If we’re really going to get into the details, I already wrote you: the first bonus of 150 free spins was a mistake, because for a deposit of 25 USDT they were supposed to give 100 free spins. So the first bonus was a mistake, while the second one, with 100 free spins, was the correct one. I won and cleared the wager with those 100 free spins, that is, with the correct bonus. And the other one was a mistake, let them cancel it
Once again, here is the screenshot of your welcome bonus terms. For a deposit of up to 25.5 USDT, 100 free spins are credited. I made a deposit of 25 USDT, that is, I was entitled to 100 free spins, which I received and fully completed all the conditions and requested a withdrawal of 9000 rubles. And the bug on your side was with the 150 free spins bonus, that one was the mistaken one, so if we go by your logic, then void that bonus.
Casino rep norm, my complaint still hasn’t been resolved for the second month now, I’ve already asked you the same question many times, with a deposit of 25 USDT, how many free spins does the welcome bonus give?
Vyacheslav, hello. As I understand it, you won’t get a proper solution to the issue from casino norm. Maybe you could apply some sanctions against them? It’s the second month now and they still can’t sort out anything, or they just don’t want to.
Published: July 31, 2026 at 6:16 PM
I haven’t forgotten about you
The conversation is still ongoing…
Vyacheslav, tomorrow! Any news on the complaint? They still haven’t been able to sort it out properly for almost 2 months now