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.

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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.