The player from Germany requested a withdrawal from Nomaspin.com but had a VPN active during registration, which registered him in Luxembourg instead of Germany. Despite being assured by live chat that this wouldn't cause issues, he had been waiting for his verified withdrawal for 8 days without a response from the casino. We requested chat transcripts and screenshots from the player to verify his claim. After providing the necessary evidence, the player received his payout, and the complaint was marked as resolved.
Nomaspin Casino - Player’s withdrawal has been delayed.
Amount: €330
Nomaspin Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Good day.
I made a withdrawal in the online casino Nomaspin.com operated by MANILA MARKETING nv. Unfortunately, I still had a VPN active when I registered, so the wrong country was registered, Luxembourg instead of Germany. I then asked in the live chat whether there was a problem and the live chat employee assured me that there would be no problems (see screenshot). I have currently been waiting 8 days for my withdrawal. My account is fully verified. Unfortunately, I have not received any response from the casino. I am just being kept waiting in the live chat. I ask for help
I had to choose Brunocasino.com because nomaspin is not yet listed on Casino Guru. Brunocasino.com belongs to the same casino group
Kind regards, Mirko S.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 months ago
Dear esox505,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if you chose your correct address and city when you registered at the casino? Did you submit all the correct personal information apart from your country of residence? Was the country chosen automatically by the casino?
When did you find out that you had the wrong country in your profile and when did you request support to change it? Was it only after you requested the withdrawal of your winnings?
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
Public
Public
4 months ago
Translation
I noticed immediately after registration that the wrong country had been saved, so I contacted the live chat immediately before making my deposit. I was told it was not a problem. Then I made the deposit. All other data was registered correctly, only the country was wrong. I also uploaded documents (ID card/insurance certificate) and the verification was fully completed.
Automatic translation:
Public
Public
4 months ago
Do you have any chat transcripts or screenshots from the chat stating that the wrong country in your profile would not cause any problems during verification? If you do, please forward them to me. My email address is veronika.l@casino.guru.
Public
Public
4 months ago
Translation
Thank you for your efforts, I have sent you the screenshots that prove that the chat agent confirms that there are no problems. I have also attached more screenshots that confirm the full verification and my address where only the country is wrong, plus deposit and withdrawal.
Automatic translation:
Public
Public
4 months ago
Translation
I have received the payout. You can close the case. Thank you for your help
Automatic translation:
Public
Public
4 months ago
Dear esox505,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
