Nomini Casino - Player complains that she didn’t receive any bonus.

Hello

in the last 30 days or paid on nomini2 almost 700 euros and every time I tried to access the chat to request the bonus it did not open or it took hours and then I played without bonus, today I asked him to give me the bonuses given the many bets and to make it work, they told me that they could not do anything and that if I wanted on the next deposit they would give me an absurd bonus! I asked to close my account, the non-disbursement of the bonuses x a problem has reduced my chance of winning and I would like refunds

Dear Annamaria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you communicated a possibility to receive any bonus prior to depositing funds into your account? Could you please clarify on what grounds do you request a refund?

Please understand, that we can’t penalize the casino for not giving you a bonus automatically.

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

Best regards,

Petronela

Additional comments from the player:

"So every time I deposited and tried to access the chat it didn't open and a lot of time went by and therefore it always happened that I was playing and I didn't have the bonuses I send you a video where I show you the difficulty"

Thank you, Annamaria, for your email. I have checked terms and conditions, and this is what found https://nomini.com/en/rules:

As I stated earlier, if there was no available bonus inside your account to be redeemed, we can’t penalize the casino for not giving you an extra one. Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. Thank you.

Additional comments from the player:

"The bonuses were once deposited they are not activated by themselves but you have to request them in chat, punctually the chat did not open and then I started playing but then they do not recognize the bonus because they say that you must request it before playing the payment but the video I sent you shows the difficulty of opening the chat! "

Dear Annamaria,

I have registered an account and tried to redeem a bonus offer and it has been available inside my account right after the registration. Nevertheless, I have checked promotional terms and conditions again, and this is what I found: https://nomini.com/en/promotions/welcome-bonus-banana:

"The promotion will be added to the bonus account immediately, upon registering a new account, selecting the corresponding avatar and making a qualifying deposit. Should you experience any difficulties, you can contact us via Live Chat or via e-mail: support@nomini.com."

"The Welcome bonus can only be claimed before any bets are made from qualifying deposit."

Could you please advise if you sent an email to support@nomini.com when you’ve realized the Live chat is not available? Which payment method you have used to deposit funds into your account? 

Dear Annamaria,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Additional comments from the player:

"Of course I have contacted the support several times and therefore I had also closed my account since they did not give me any type of support. The payment method is a Mastercard"

Thank you, Annamaria, for your reply. As I stated earlier, we can’t penalize the casino for not offering or honoring a promotional offer. It is under their own discretion to add or grant any bonuses.

When you have experienced difficulties redeeming bonus you should have contacted Customer Service (not Live chat, since it didn’t work for you, but email support) before placing any bets. Instead you played your funds.

I have checked the forwarded transcript, and I could see that you have been offered a bonus on your next deposit , but you declined and asked to close your account.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I will reject this complaint now. Thank you for your understanding.