Nomad Casino - Player's account has been closed with no access.

Hello, I need help. This casino won't let me access my account. They say it's a security measure and ask for a photo every time, mocking me, but they won't open my account. I don't know what to do anymore. They ask the same thing every time, and I've sent it to them 100 times. I still have 900,000k left, and they took it all for themselves and blocked my account without asking, without telling me about it first.

I told them that I would complain to everyone, but they didn't care, but I will go all the way out of principle, so that everyone knows who they are.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nomad Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I've been playing with them for a long time, more than 2 years. I found out about this when I wanted to log into my account and withdraw my money. When I asked why they blocked it, they said we noticed unusual activity on your account and to unblock it, you need to send us a photo of my ID. I sent them all this, but they didn't open my account and started asking for a video, a new photo, and everything again. I won this winning in the slots when I was playing, but then I was drafted into the army and I couldn't log in for a year because there was no phone there.

I didn't save a screenshot because I wasn't logged into my account and the conversation history wasn't saved. I wrote to support, but when I refreshed the page, the conversation had already disappeared.

I have premium status there and this is how they treat their clients. They can just block me and take my money and not give it back.

Thanks for the detailed explanation.

• Please note we require evidence of the incident e before we confront the casino.
• Have you uploaded your documents and the video the support requested via live chat, not email?
• Did the casino contact you via email regarding the verification requirements? Would you be able to send any communication the casino addressed to you?
• Could you please share a screenshot of the error you receive when trying to log in to your account?
• Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

I withdrew 80,000 tenge and then my account was blocked. They didn't tell me why they blocked it. I wrote to them myself and told them why they blocked it and asked them to open my account. I uploaded everything they asked for in the chat. I didn't write to their email and they didn't write either. They don't want to open my login. I've already sent a lot of photos but they don't want to open it. I sent a screenshot to their email.

Dear Saga01,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Saga01,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Nomad Casino representative to join this conversation.

Dear Nomad Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

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.

Dear Saga01,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. Feel free to check our article: https://casino.guru/licensing-authorities/kahnawake-license.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova