The player from Switzerland had his account unexpectedly closed following a significant win. This led to the cancellation of withdrawal requests and approximately 1730 CHF became inaccessible. Despite his attempts at contact, he had received no responses. We had reviewed the case and had reached out to the casino for an explanation. Based on the evidence that the casino provided, it was revealed that the player had been betting on opposite outcomes using two or more accounts, which was against the Anti-Money Laundering (AML) rules. Therefore, the player's complaint was rejected and he had been advised to refrain from such strategies in the future.
Nomini Casino - Player's account closed after a significant win.
Amount: 1,700 CHF
Nomini Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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10 months ago
Translation
My account was closed and withdrawal requests were canceled. I can no longer log in and I'm not being given any reasons via live-chat nor any responses to my emails. My account balance is approximately 1730 CHF.
I only had the account for about two weeks, and the initial withdrawals had been successful. After a bigger win, my account was abruptly closed.
Automatic translation:
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10 months ago
Dear doxxhopper93,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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10 months ago
Translation
Hello,
- The winnings were achieved without a bonus
- I played live casino games, occasionally sports betting
Best regards
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10 months ago
Hi doxxhopper93,
Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?
Thank you.
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10 months ago
Translation
Hello Petronela, I have just forwarded the information.
Automatic translation:
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10 months ago
I'm sorry for the late reply. Thank you very much, doxxhopper93, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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10 months ago
Hi doxxhopper93,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Nomini Casino to join the conversation and contribute to the resolution of this complaint.
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10 months ago
Dear Peter,
Thank you for reaching out.
Please be informed that we sent you an email to peter.m@casino.guru. Looking forward to your reply.
Best regards,
Nomini.com
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10 months ago
Thank you Nomini Casino team for the evidence and explanation.
Dear doxxhopper93,
I'm afraid, I won't be able to help you with this one. Your complaint will be rejected based on the evidence provided. The casino has to follow strict AML rules and therefore can't accept betting on opposite outcomes using two or more accounts. I can only recommend you refrain from using such strategies in the future to avoid trouble. If you disagree with our decision, please turn to the Antillephone Gaming Authority for further assistance (https://casino.guru/licensing-authorities/curacao-license-3). I wish I could be of more help.
Best regards,
Peter
