Nomad Casino - Player is facing withdrawal issues with previously won funds.

SCAM CASINO NOMAD!

I made a deposit of 100,000 tenge, won 2,000,000 tenge from them, wanted to withdraw, they said the maximum withdrawal is 1,200,000 tenge, because the welcome bonus was used. I put a bet on the withdrawal of 1,200,000 tenge, they reject the payment, referring to paragraph 12 of the rules - a ban on the game for residents of the Russian Federation (I attach a screenshot). But when registering at the casino, these rules are not there, here is a link to a public offer

https://ko-nomadgames-58475.xyz/ru/regtel/7/?qtag=a33028_t61296905_c1354_sautobonus.kz& pid=autobonus.kz&x_pm_click=45e8a9b62b1327eba8e425b36bc61251&redirect_creative_id=1354.

The last point 8.6 (I attach a screenshot). And the rules they refer to are the rules of the Bookmaker's Company, which are especially not visible during registration. It is impossible to find out about the ban during registration

Dear Mijgenzo777,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you, could you please provide the following details?

Could you please specify which country of residence you chose in the registration form when you created an account in this casino?

Have you filled out your profile completely and indicated that your address of residence is in the Russian Federation?

Have you accessed the casino website using a VPN or IP-masking software to alter your true location?

Have you passed the full KYC verification?

I hope we can help you resolve this situation as quickly as possible. Thank you in advance for your reply.

Best regards,

Veronika

Good day. I did not indicate any country of residence - they did not ask.

I passed verification after winning money in order to withdraw it.

I didn't use VPN, I went through full verification. I've been living in Kazakhstan for 10 years, I have a work visa and a residence permit

This is what I see when I click on the registration button on the casino website:

Could you please specify the country prefix you selected during registration? Also, do you have a Kazakh or a Russian phone number?

Additionally, have you submitted Kazakh or Russian identity documents during the verification process?

The prefix in my phone is 747 Kazakh which I have been using for a long time, no documents are required for registration except for the phone and bank card which is also Kazakh!!! When I won the money they demanded verification, I sent my Russian documents because I am a citizen of Russia and I do not have and cannot have a Kazakh ID...

I didn’t use any VPN because I was in Kazakhstan, I repeat, I’ve been working and living here for 10 years already…

I just understand how many Russians like me who live in Kazakhstan registered in this casino, could not win back the welcome bonus because it is x40 so you understand, taking into account my deposit of 220 thousand, I had to make bets for 4.6 million, it is not so easy ... but I was lucky and even taking this into account I won 2.97 million. All the other people, it turns out, simply lost their first deposit and naturally they had no questions for the casino ... but I won honestly and they just screwed me!!!

Which issuing country did you choose when you were undergoing the KYC verification? I cannot see Russia on the list of available countries:

Well, apparently Kazakhstan was automatically selected since the phone number I indicated was Kazakh, I don’t remember being asked about the country during verification and registration…

Which of these four documents did you send to the casino for verification?

• ID card
• Passport
• Permanent residence permit
• Domestic passport

Do you have a permanent residence permit in Kazakhstan?

I sent a Russian passport and a foreign passport, as well as a temporary residence permit and a photo with a passport near my face

Thank you very much, Mijgenzo777, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much for your time!!!

Hello, Mijgenzo777,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Nomad Casino Team,

Could you please explain the player's situation in more detail? What is the problem with his access to the website, registration, and citizenship/country of residence? Why can't he pass the KYC and withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

good day!!! Thank you for participating in resolving this problem, you are a real good guy, and the casino acted unfairly...

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Fine

Greetings,

I am extending the timer for the casino once again, until the end of this week (Friday evening), while I am trying to contact the casino in all available ways outside the thread.

If no one from the casino replies by the end of the current timer, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear user, thank you for getting in touch with us. We will clarify your case.

According to Clause 1.1.1 of the Public Offer posted on our website, the Operator provides services to the player in accordance with the Rules, which are an integral part of the terms of participation.

In turn, Clause 12 of the Rules clearly states that registration, deposit, and participation in betting are prohibited for citizens of several countries, including the Russian Federation.

We understand your concerns; however, we would like to bring to your notice that upon registration, users affirm their acceptance of not just the Public Offer, but also the Rules, available to all members publicly on the site. These limitations were published prior to your registration and have been accessible to be viewed at any moment.

Thanks for understanding! We're always here to answer any further questions through our official support channels.

Greetings all,

I am sorry for the delay.

Dear Nomad Casino Team,

Thank you for your response. Unfortunately, it did not clarify the situation completely/sufficiently.

Can you please provide us with the following information:

• Do I understand correctly that the casino restricts players from registration and play based on their citizenship rather than their actual location/residence address? If so, why, and what sense does it make if players are subject to law/regulations in countries where they are or reside?
• How does the casino limit access to the casino website for players from restricted countries? Does the casino enforce it on its side?
• Since the casino should have such information, where did the player register and play from? Was it always from Kazakhstan? If not, can you prove he accessed the casino website from a restricted country (Russia)?
• What personal details did the user fill out upon registration and during the KYC process?
• If the user resides in Kazakhstan (long-term), accessed the casino website from Kazakhstan, and the casino does not ask for his citizenship during the registration at all, what does the casino expect from such a player to fill out during the registration? What did he do incorrectly?

If needed, feel free to send the supporting evidence to my email ([email protected]).

Thank you. Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you very much for fighting for truth and honesty!!! I sent you documents by email that I am in Kazakhstan

Dear Mijgenzo777,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Kahnawake Gaming Commission - KGC) and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at [email protected].

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru