Nomad Casino - Player's winnings confiscated due to alleged account duplication.

Hello, I played at the Nomad casino on January 29, 2024. I won the Piggy Tap game, roughly about 340,000 tenge. I hit the minor, major, and grand jackpots. After an hour, I requested a withdrawal amount of 60,000t, but 15 minutes later, my withdrawal request was cancelled. My account was blocked, and they requested verification documents. I had previously passed verification. That night, my mobile data ran out, and I switched to my secondary SIM card, which had data. I submitted my documents via email, and it took them seven business days to review. Afterward, I received an email stating that the verification of the account was refused due to duplication. However, I only have one account, which I opened in December of 2023. I've made numerous deposits and losses into this account, which they returned to me. When I called their online customer support, they told me that the issue was due to me switching my internet connection from one SIM card to another, causing my IP address to change. I played at night and ran out of data—I couldn't top it up at that hour. I've never faced such issues with any other casino before. In their second response to me, they changed their tune and said that my account was duplicating, which simply isn't possible as I have no such account. It seems to me that they're simply making up reasons to avoid paying my winnings. All my funds were confiscated, but they allowed me to withdraw my original lost deposits from a month earlier, which amounted to 26,000t. I'm at a loss for words. It seems that losing is fine, but you never actually see the wins. This isn't an isolated case, either. A friend of mine also had his 400,000t winnings taken away, and another had his winnings of 27,000t confiscated. I've included screenshots of my winnings. I've also included the email response. This casino recently introduced a duplicate called Sultan Games. It's the same casino but with some sort of scheme going on.

Dear Yevgeniy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

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

My winnings were not accumulated by the bonus, only by the deposits that I made at the casino. I was the only one with an account; no one in the family is into gambling; only I used a Google account. There is no way even for neighbors to connect to the home Internet IP address; it is well screwed up.

Yes, my account has been verified.

Thank you very much, Yevgeniy, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

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

I would now like to ask Nomad Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=nomadgames.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter