The player from Austria had reported that he had been unable to access his online casino account for a month, with no response from the casino's support team. He had deposited €150, won a bet, and his account balance had been €400 before it was blocked. The player had stated that his winnings were achieved without an active bonus and mostly through sports betting and live casino games. The casino had provided proof of the player creating multiple accounts with similar information and using the same promo code, which led to the account block. However, as the player's complaint was sports betting related, we could not provide further assistance due to our limited expertise in this area. Consequently, the complaint was rejected.
Nomini Casino - Player's account has been blocked.
Amount: €400
Nomini Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Hello Casino Guru Team,
I am unable to log in to my account. Neither the live chat nor an email to support have been answered for a month.
I'm asking for your help because I wasn't given a reason and nothing like this has ever happened to me before.
Best regards
Emil W***
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Dear emilwinter,
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. When did you notice that you are not able to access your casino account?
Could you please clarify the dispute value (€400)? Did you have this amount of funds in your casino account prior to being blocked? Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
Translation
Hello Kristina,
I noticed the problem around August 19, 2023, because I tried to contact Nomini support that day without success.
The amount in dispute is €400 because I deposited €150 and won my bet. After that I couldn't log in anymore.
The winnings were achieved without an active bonus.
Best regards
Emil W***
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Thank you for your reply, emilwinter. Could you please advise if you passed the KYC verification before the casino blocked you? Which games did you focus on while your account was still active - slots, live casino, sports betting, etc.?
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7 months ago
Translation
Hello Kristina,
KYC was never carried out, it was never requested.
The ban came after the first deposit and play.
I think I focused on sports betting and live casino.
Best regards
Emil W***
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Thank you very much, emilwinter, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Dear emilwinter,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.
We would like to invite Nomini Casino to join the conversation.
Dear Nomini Casino,
Can you please provide more information on why the player's account was blocked?
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6 months ago
Dear Michal,
Thank you for reaching out!
Please be informed, that we have sent you an email with the details of the case.
We hope this helps resolve the case.
Best regards,
Nomini Customer Support
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6 months ago
Dear Nomini Casino,
Thank you for your email and supporting evidence. I have replied back and am awaiting further information to better understand the whole situation.
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6 months ago
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.
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6 months ago
Dear Michal,
Additional evidence has been provided to you via email.
Let us know if you need any additional information.
Best regards,
Customer Support
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6 months ago
Dear Nomini Casino Team,
Thank you for the provided information and evidence.
Dear emilwinter,
We have received evidence from the casino that additional accounts were created with identical or similar information, utilizing the same promo code when registering, and making identical bets on the same events as those made on your account.
On top of that, as your complaint was sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino.guru complaint forum deals with complaints regarding online casinos and online casino games only. Although we have received some information from the casino, we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We wouldn't be able to competently judge all the pros and cons.
Unfortunately, after gathering all the necessary information, we are forced to reject this complaint.
We are sorry we could not be of more help on this occasion. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.
Best regards,
Michal
Casino Guru
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