Nomini Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Hello dear Nomini team,

My name is Ingo, and I haven't been able to log into my account for some time. There was about €1,650 left in the account, but I only got my deposit back – that can't be right.

I realize that my account may not have been fully verified yet, but I uploaded or sent all the necessary documents at the time:

– Passport

– Invoice for address confirmation

– registration form

The email also confirmed that my application had been accepted. Therefore, I don't understand why my access was blocked and why I haven't received my full balance.

When I log in I get an error message – I have attached the screenshot for you.

I ask you to either give me access to my account again or to transfer the full balance (approximately €1,650) to my account.

Please get in touch soon – if I don’t hear anything within the next 7 days, I will unfortunately have to contact a supervisory authority.

Best regards

Ingo

Hallo liebes Nomini-Team,

mein Name ist Ingo, ich kann mich seit einiger Zeit nicht mehr in meinen Account einloggen. Auf dem Konto waren noch etwa 1.650 €, aber ich habe nur meinen Einzahlungsbetrag zurückbekommen – das kann doch nicht richtig sein.

Mir ist klar, dass mein Konto vielleicht noch nicht komplett verifiziert war, aber ich habe alle nötigen Unterlagen damals hochgeladen oder gesendet:

– Reisepass

– Rechnung zur Adressbestätigung

– Meldezettel

In der E-Mail wurde mir auch bestätigt, dass diese angenommen wurden. Ich verstehe deshalb nicht, wieso mein Zugang gesperrt wurde und wieso ich nicht mein gesamtes Guthaben bekomme.

Beim Einloggen bekomme ich eine Fehlermeldung – ich habe euch den Screenshot dazu angehängt.

Ich bitte euch, mir entweder wieder Zugang zu meinem Konto zu geben, oder mir das volle Guthaben (ca. 1.650 €) auf mein Konto zu überweisen.

Bitte meldet euch bald – wenn ich in den nächsten 7 Tagen nichts höre, muss ich mich leider an eine Aufsichtsbehörde wenden.

Viele Grüße

Ingo

Dear ingo79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with accessing your account and the issues surrounding your balance.

To better understand your situation and help resolve the issue, could you please provide us with some additional information? Here are a few questions that would help clarify your case:

• Have you received any notifications from the casino regarding your account verification status?
• Could you confirm the method you used to submit your verification documents?
• Have you been in contact with customer support regarding this issue?
• When did you last successfully log into your account?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello dear Casino Guru Team,

• Have you received any notifications from the casino regarding your account verification status?

All I can see is that I can't log in.

• Can you confirm the method you used to submit your verification documents?

I'm not entirely sure anymore, but either via the upload function in my account or by email to the security team.

• Have you contacted customer support regarding this issue?

I haven't had any further contact so far, and unfortunately I can't remember how often I used the live chat back then, but I should have been often enough. However, they couldn't help me.

• When was the last time you successfully logged into your account?

I would say mid to late 2023. Unfortunately, I'm not sure exactly when.

Best regards

Ingo

Hallo liebes Casino-Guru Team,

• Haben Sie vom Casino Benachrichtigungen zum Status Ihrer Kontoverifizierung erhalten?

Ich kann nur sehen dass ich mich nicht einloggen kann.

• Können Sie die Methode bestätigen, die Sie zum Einreichen Ihrer Verifizierungsdokumente verwendet haben?

Ich bin mir nicht mehr ganz sicher aber entweder über die Upload Funktion in meinem Account oder per Email an das Security Team.

• Haben Sie bezüglich dieses Problems mit dem Kundensupport Kontakt aufgenommen?

Ich hatte bisher keinen weiteren Kontakt und ich kann mich leider nicht mehr erinnern wie oft ich damals im Live Chat war, aber sollte oft genug gewesen sein. Die konnten mir allerdings nicht weiterhelfen.

• Wann haben Sie sich das letzte Mal erfolgreich bei Ihrem Konto angemeldet?

Ich würde sagen Mitte bis Ende 2023. Bin mir leider nicht sicher wann genau.

Viele Grüße

Ingo

Hi,

Thank you very much for your reply and the information you've shared.

Just to clarify — could you please confirm whether the issue with your account access and the missing balance first occurred back in 2023?

This confirmation will help us determine if we’re able to proceed with your complaint, as we generally handle cases that are no older than 6 months.

Thank you in advance for your reply.

Hello dear Casino Guru Team,

Unfortunately, I can't say exactly what the problem is. An answer from Nomini would be helpful.

The fact that I can't withdraw my balance or log in is something new.

Hallo liebes Casino-Guru Team,

ich kann es leider nicht genau sagen, das ist das Problem. Eine Antwort von Nomini wäre dabei hilfreich.

Dass ich mein Guthaben aber nicht auszahlen kann bzw einloggen, ist etwas neues.

Dear ingo79,

Thank you very much for your reply.

After reviewing the details of your case, we regret to inform you that we are unable to proceed with your complaint. As the issue appears to have originated back in 2023 and has remained unresolved for a significant period of time, it unfortunately falls outside the scope of cases we are able to accept — we typically handle complaints that are no older than six months.

We understand how frustrating this must be, especially without clear communication from the casino. While we’re unable to assist further through our platform, we encourage you to reach out to the casino’s support team directly once again, ideally in writing, and request a final update or resolution.

Thank you for your understanding, and we wish you the very best in resolving this matter.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru