Nomini Casino - Player is struggling to withdraw her bonus winnings.

The casino refuses to award me my winnings.

They gave me 20 FS x40, as a birthday bonus.

I have completed the wagering requirements. I won 26 euros.

Oliver told me in the online chat that I should make a minimum deposit to request withdrawal of my winnings. And that it was not necessary to bet the deposit. I only had to deposit and could request the withdrawal of the deposit + the bonus.

I deposited 10 euros.

So I had 36 euros in my account (10 euros deposit + 26 euros of bonus winnings)

I communicated thousands of times in the chat and in conclusion they told me that I had to deposit x1 my deposit to request my withdrawal.

They said Oliver was wrong to tell me not to bet my deposit.

I request that they grant me my 36 euros.

And let the casino take Oliver's mistake, because ultimately they must honor the information they provide to customers.

It is completely unacceptable that they do not admit that they were wrong.

They must own the mistake of their customer service agents.

I have the transcript of all the chats.

Dear Lauarual,

Thank you very much for submitting your complaint and forwarding relevant screenshots. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any other relevant communication to petronela.k@casino.guru? I’m interested in the transcript where the casino admitted that the first information given to you by Oliver was inaccurate.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Petronela, the relevant information has been sent to your email.

I want to add the following information:

* After the casino (agent Dani) told me in the chat that I should bet my deposit of € 10 x1 (skrill) and that agent Oliver made a mistake when he told me otherwise, I received an email that said:

The casino asked me to make another minimum deposit with another means of payment, and that they would pay me the winnings this way (proof sent to Petronela by mail)

* I immediately contacted the chat to find out what this meant. Another minimum deposit? A second minimum deposit but with another means? And my skrill deposit?

Anthony answered me in the chat, and he told me that it was not necessary to make another deposit.

* Are you taking me for a fool ??? In the mail they tell me one thing, and in the chat they tell me completely the opposite ???

Again the Casino contradicts itself, they say one thing through the chat, then another agent tells me completely the opposite! Who to believe?

PLEASE REQUEST THAT THE CASINO GIVE ME MY € 36.

IF THEY DON'T WANT TO PAY ME THIS, DO YOU THINK I'LL MAKE ANOTHER DEPOSIT?

Petronela:

I want to update this case:

THEY FINALLY PAID ME MY 36 EUROS.

AFTER YOU TIRED THEM IN THE CHAT! (I sent you the proof by email)

However, it seems important to me that the rating of this casino is reviewed.

It is too high for how disastrous they are.

You can see it in the chat and in all the tests I sent.

They handle information tremendously badly. They can be nice in the chat, but they don't agree, it is not enough to be nice, they must be serious and provide the same information in the chat and by mail.

PLEASE CLOSE THE COMPLAINT.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Lauarual, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

PS: We currently have over 3000 casinos in our database. We put a lot of effort into keeping the reviews up to date, but it is a difficult task.