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 I fulfilled the wagering requirements according to the rules, and the winnings were withdrawn immediately after wagering.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.