Nomini Casino - Pelaajan kotiutus on viivästynyt.

Good morning,

My account has been blocked for withdrawals for over a month and a half. I've been trying to contact support since March 18th. I've been emailing every 2-3 days, and the copy-and-paste response I get is always the same. I can't take it anymore.

Buongiorno,

è oltre un mese e mezzo che il mio conto ha i prelievi bloccati, sto cercando dal 18 marzo a scrivere all’assistenza, sto scrivendo mail ogni 2/3 giorni e la risposta copia incolla che mi danno è sempre la stessa. Non ce la faccio più.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the emails from the casino’s customer support explaining why the withdrawal option is unavailable? My email address is veronika.f@casino.guru.
• What types of games did you play? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verificaiton, or at least submitted any identity documents to this casino for verification?

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

Best regards

Veronika

These are the emails I've been receiving since March 19th. I've received at least 15 of them, all the same. There's no explanation, just a constant postponement of the problem. I have to wait. They're working on my case, but they have no updates. This has been going on for a month and a half.

I've never used bonuses on their site; I've accumulated my winnings through sports betting, a few casino games, and slots. My winnings mostly come from gambling. KYC verification has been completed.

Queste sono le mail che ricevo dal 19 marzo, ne ho ricevute così almeno 15, tutte uguali, non c’è una spiegazione, solo un continuo rinvio del problema, devo aspettare, stanno lavorando al mio caso ma non hanno aggiornamenti. Questo va avanti da un mese e mezzo.

Non ho mai usato bonus nel loro sito, ho accumulato le mie vincite con delle scommesse sportive, qualche partita al casinò e slot. Prevalentemente le mie vincite derivano da scommesse. La verifica kyc è stata completata.

Dear Elena4

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, Martina (martina.b@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,

Veronika

Dear Elena4,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Nomini Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear all,

thank you for contacting us.

We have forwarded the issue to the relevant department for further check. Once there is update you will be informed accordingly.

Thank you for the understanding!

Best Regards,

Team Nomini

Dear Nomini Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

thank you for contacting us.

We have forwarded the issue to the relevant department for further check. Once there is update you will be informed accordingly.

Thank you for the understanding!

Best Regards,

Team Nomini

Dear all,

apologies for the delay, we are still waiting for the relevant department to check and provide further explanation regarding the blockage of the withdrawals. They should now prioritize it and once there is update we will immediately inform you.

Thank you for the understanding!

Best Regards,

Team Nomini

Dear all,

we just wanted to let you know that our relevant department is doing final checks regarding customer's issue. We should receive an update very soon. Apologies for the delay once again and appreciate the understanding.

Best Regards,

Team Nomini

I wanted to report that as of today, the casino has removed access to my gaming account.

I have placed several sports bets in the meantime, as it has been 3 weeks since I opened this complaint, (3 months since my withdrawal requests).

I'm speechless. I've had my account blocked for three months, and today I've even had access to my account blocked while I'm still betting.

Volevo segnalare che da oggi, il casinò mi ha tolto l’accesso al mio conto gioco.

Ho effettuato varie scommesse sportive nel frattempo, visto che sono passate 3 settimane dall’apertura di questo reclamo, (3 mesi dalle mie richieste di prelievo).

Io non ho più parole, tre mesi con il conto bloccato e oggi mi viene tolto anche l’accesso al conto con delle scommesse in corso.

Dear all,

thank you for the patience.

We have now blocked the access to the customer's account due to opposite betting suspicions which is forbidden in our website and asked them to provide via email (support@nomini.com) ID + Selfie + Selfie holding the ID in front of PC/tablet/another device with our website's main page visible in the background. This will help investigate the issue as soon as possible.

Once they are uploaded we will update the thread. Thank you for the understanding!

Best Regards,

Team Nomini

A problem with opposing bets? What opposing bets would I have made if I only bet on one team in basketball? Also, I played slots. Are you suspicious of that too? After three months, you're asking for my documents. I sent them to you. Was that the main reason my account was blocked for over three months? It's a disgrace.

Problema di scommesse opposte? Che scommesse opposte avrei fatto se ho scommesso nel basket solo una squadra? Inoltre, ho giocato alle slot, anche qui avete qualche sospetto? Dopo 3 mesi mi chiedete i documenti, ve li ho mandati, era questo il grosso problema per cui il mio conto è stato bloccato più di 3 mesi? È una vergogna.

Dear Elena4,

I truly understand your frustration!

Dear Nomini Casino Team,

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Elena4,

thank you for providing the documents. We have now forwarded them to our relevant department so they can be checked as soon as possible.

Once there is update you will be informed accordingly. Thank you for the understanding!

Best Regards,

Team Nomini

Dear Nomini Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Elena4´s verification process.

Please let us know at your earliest convenience.

Dear all,

thank you for contacting us.

We can confirm that the customer has provided one of the required documents - Selfie. We still need Selfie holding the ID in front of visible main page of the website. He can provide it via email at support@nomini.com or complaints@nomini.com

Thank you for the understanding!

Best Regards,

Team Nomini

Thank you, Nomini Casino, for the update!

Dear Elena4,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Good evening,

I just noticed your reply, because the site didn't respond to my email after I sent the documents. I sent a photo of my ID and a selfie of me holding it. I'm on vacation now and can't immediately send a photo with another device nearby; I only have my phone.

Buonasera,

mi sono accorta ora della vostra risposta, perché via mail il sito non ha risposto dopo aver mandato i documenti. Ho inviato una foto del mio documento e un selfie in cui tengo in mano il documento, ora sono in vacanza e non ho modo di inviare nell’immediato una foto con un altro dispositivo vicino, ho solo il mio telefono.

Dear Elena4,

Thank you for letting me know!

Dear Nomini Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Elena4´s verification process.

Please let us know at your earliest convenience.

Dear all,

thank you for the patience.

Unfortunately after checking with the relevant department we still need the required document - Selfie holding the ID in front of visible main page of the website.

This way KYC can verify the account.

Thank you for the understanding!

Best Regards,

Team Nomini

Thank you, Nomini Casino, for the update!

Dear Elena4,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Here is the requested document. I apologize for the delay, but I was on vacation. I hope it's okay.

Ecco il documento richiesto, mi scuso per il ritardo ma ero in vacanza, spero vada bene.

It's been 7 days since I responded. I also sent the photo to the casino the same day, but I never received a response. It's been 3 months, and my account is still frozen with my money in it, and no one cares. I think it's a disgrace. 3 months!

Sono passati 7 giorni dalla mia risposta, ho inviato la foto anche al casinò lo stesso giorno, non ho mai ricevuto alcuna risposta. Sono passati 3 mesi e ho ancora il conto bloccato con i miei soldi dentro e nessuno se ne preoccupa. Penso che sia una vergogna. 3 mesi!

Dear Nomini Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Elena4´s verification process.

Please let us know at your earliest convenience.

Dear all,

kindly note that the document should be sent to our email - either support@nomini.com or complaints@nomini.com please.

Thank you in advance for the cooperation.

Best Regards,

Team Nomini

Dear Elena4,

please let me know, once you sent the documents to the correct email addresses. thank you

Good evening,

I already sent everything to them.

How many times do I have to send it?

They never answered me even though I asked 3 times.

I send the screenshots with the emails and dates.

Buonasera,

ho già inviato tutto a loro.

quante volte lo devo inviare?

non mi hanno mai risposto nonostante ho sollecitato 3 volte.

Invio gli screen con le mail e le date.

Dear Elena4,

I can see you have sent it to the casino in June. Since they did not respond, I want to encourage you to send it to them again, but this time to complaints@nomini.com

Thank you in advance

Sent again last night to both addresses.

Inviato ieri sera nuovamente a tutti e due gli indirizzi.

Great, thank you!

Now, we need to wait for the casino´s respond.

Dear Nomini Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Elena4´s verification process.

Please let us know at your earliest convenience.

Dear Elena4,

unfortunately this method is blocked by country and we are not able to send the refund through it.

In order for us to proceed with your request you will need to send us the following bank account information:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best Regards,

Team Nomini

Dear Nomini Casino Team,

Could you please let me know once the funds have been sent to the player?

Thank you very much in advance.

I received this email yesterday.

Ieri ho ricevuto questa mail.

Dear Nomini Casino Team,

Could you please let us know where the issue lies?

Is there anything the player can do to help ensure that the withdrawal request is processed successfully? If so, please let us know what steps the player should take.

Thank you very much in advance.

Dear all,

apologies for the late reply.

We appreciate you providing the new details, they have now been forwarded to our relevant department for further check. If everything is correct they will proceed with the manual withdrawal of the active balance.

Once there is update you will be informed accordingly as soon as possible.

Thank you in advance for the understanding and patience.

Best Regards,

Team Nomini

Dear all,

thank you for the patience.

We are happy to confirm that your refund has been processed, and the money has been sent from our side.

We appreciate the understanding during this matter.

Best Regards,

Team Nomini

Thank you Nomini Casino Team, do the good news!

Dear Elena4

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful refund.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Elena4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Elena4,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina