Nomini Casino - Pelaajan voitot takavarikoidaan bonuskierrätyksen jälkeen.

I am making a complaint about a situation that occurred after wagering a bonus at the casino.

I completed the bonus wagering requirements and had around 700€ in my account. However, once the wagering was complete, the winnings were removed from my account. My balance was only around €400. This means that around 300€ was deducted from my account.

When I contacted the casino's customer service, I was told that there is a maximum withdrawal limit on winnings from the bonus. It is 10 times the bonus amount. However, this condition was not visible in the bonus terms and conditions when I accepted the bonus and started wagering.

Since no maximum withdrawal condition was stated, I find it unfair to withdraw 300€. I fulfilled the wagering requirements according to the rules, and the winnings were withdrawn immediately after wagering.

On the bonushistory at the casino it says about the 10x (attached picture) but when i claimed it and looked at the terms it took me straight to the general terms which dont say anything about the maximum amount. So needless to say the maximum wasnt specified anywhere before i claimed the bonus so i should be compensated for this.

I will ask Casino Guru to check the situation and help with the casino. I also hope that the casino will refund the €300€ that was removed from my account.

Thank you for your time and help.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you made any real money deposits in order to activate this bonus?

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

Attila

I have made a real money deposit in order to get the bonus. When i activated it, it didnt say anything about 10x max on the terms since the bonus terms button took me straight into the general terms that doesnt have anything about the max withdrawal.

At the bonus history is the only place you can see the 10x max but nowhere else. So there is no way to know about it before you deposit any money.

Dear Player,

Thank you for your response. You mentioned that you contacted customer support, and they informed you of the 10x maximum cash out for this bonus. Could you please clarify whether this information was provided before or after you activated the bonus?

Thank you in advance for your reply.

This was after i activated the bonus. I wasnt informed about this before depositing or even activating the bonus so there was no way for me to know about it before making the decision.

Dear Ne1tsyt,

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, Peter (peter.c@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,

Attila

Hello there,

Thank you Ne1tsyt for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nomini Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear Casino Guru,

We are currently looking into the player's bonus with the relevant department.

We will provide you with an update as soon as we receive their feedback.

Kind Regards,

Nomini Team

Dear Casino Guru,

We are still reviewing this case; however, please be assured that it has been prioritized.

We will reach out with the final outcome very soon.

Kind Regards,

Nomini Team

Dear Casino Guru,

We are still reviewing this case and will reach back out to you as soon as the process is complete.

Kind Regards,

Nomini Team

Dear Ne1tsyt,

We previously reached out to you via email on Tuesday, 14 April 2026, at 18:34:57, but have not yet received a response.

Could you please check your inbox and reply directly to that email at your earliest convenience.

Kind Regards,

Nomini Team

Dear Casino Guru,

The player's banking information has been received, and the payment is now being processed.

We will update this thread as soon as the funds are released.

Kind regards,

Nomini Team

Thank you very much for the update Nomini Casino representative.

Dear Ne1tsyt, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Casino Guru,

We are pleased to inform you that players withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Nomini Team

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

Dear Ne1tsyt,

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,

Peter