Nomini Casino - Player's asking for a deposit refund.

Amount: €2,000

Nomini Casino

Safety Index:Very high Submitted: 10 Jun 2022 | Case closed : 17 Jun 2022

Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player from Germany requested an account closure, but he managed to make deposits before the casino blocked him. Since the player never mentioned gambling problems as the reason for account closure, we couldn't ask the casino for a deposit refund. Therefore, we were forced to reject this complaint.

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Novice

Germany

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2 years ago

MAIL TO NOMINI - NO REACTION

Dear Sir or Madam,

As you have certainly noticed, you have not acted in accordance with EU directives. You have to comply within 24 hours if a player wants his account deactivated.

I have written to you several times in chat and by email several days before that my account should be deactivated due to addiction.

However, they did not deactivate my account but let me continue playing for days, so that I lost a lot of money afterwards. I therefore ask you to return the money to me from the moment I first asked you to delete my account forever.

You have deactivated my account only after I have insulted your chat more than once on purpose. I had no other success. And this is not at all in accordance with the guidelines in EU.

If you don't pay back my lost money after the first request, I will involve my lawyer and report about this process on social media. I have channels with 12,000 members. Before I take this step, I will give you the last chance to return the money you did not earn legally.

The money that I lost at the beginning, you can of course keep. It is about the sum after I have asked you several times to delete me, but they have not done so despite my addiction problems.

Also, I contacted your customer support on 27.04.2022 because Nomini had simply deleted my won amount. This amount I had officially won via bonus, which was offered as real money. Then it was simply deleted. For this I have screenshots (see attachment).

I therefore request Nomini to return my money which I had won and was simply deleted within seconds + my multiple request to delete me that was intentionally neglected by customer service so that I lose more money. Otherwise, that will give a big outcry because of the fraud.

On 28.04.2022 I emailed you in detail asking you to delete my account, also via chat. You deleted my account only on 5.05.2022 and not within 24 hours as it says in the EU guidelines for casinos. Moreover, you deleted only because I had to offend you. Otherwise there was no chance. And this is just a big scam. This email is your last chance to transfer the money back to me. On the other hand, you have the court and social media on your neck with evidence that you committed fraud if you don't return the money to me. The money which I lost after requesting it. You let me continue playing for a week and lost.

Data:

m***87@yahoo.de

Erdal Y*** from Germany

Many greetings

Erdal Y***

MAIL TO NOMINI - NO REACTION

Dear Sir or Madam,

As you have certainly noticed, you have not acted in accordance with EU directives. You have to comply within 24 hours if a player wants his account deactivated.

I have written to you several times in chat and by email several days before that my account should be deactivated due to addiction.

However, they did not deactivate my account but let me continue playing for days, so that I lost a lot of money afterwards. I therefore ask you to return the money to me from the moment I first asked you to delete my account forever.

You have deactivated my account only after I have insulted your chat more than once on purpose. I had no other success. And this is not at all in accordance with the guidelines in EU.

If you don't pay back my lost money after the first request, I will involve my lawyer and report about this process on social media. I have channels with 12,000 members. Before I take this step, I will give you the last chance to return the money you did not earn legally.

The money that I lost at the beginning, you can of course keep. It is about the sum after I have asked you several times to delete me, but they have not done so despite my addiction problems.

Also, I contacted your customer support on 27.04.2022 because Nomini had simply deleted my won amount. This amount I had officially won via bonus, which was offered as real money. Then it was simply deleted. For this I have screenshots (see attachment).

I therefore request Nomini to return my money which I had won and was simply deleted within seconds + my multiple request to delete me that was intentionally neglected by customer service so that I lose more money. Otherwise, that will give a big outcry because of the fraud.

On 28.04.2022 I emailed you in detail asking you to delete my account, also via chat. You deleted my account only on 5.05.2022 and not within 24 hours as it says in the EU guidelines for casinos. Moreover, you deleted only because I had to offend you. Otherwise there was no chance. And this is just a big scam. This email is your last chance to transfer the money back to me. On the other hand, you have the court and social media on your neck with evidence that you committed fraud if you don't return the money to me. The money which I lost after requesting it. You let me continue playing for a week and lost.

Data:

m***87@yahoo.de

Erdal Y*** from Germany

Many greetings

Erdal Y***

Edited by a Casino Guru admin

Public

Deputy Complaints Team Lead

Public

2 years ago

Dear Erdal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, let me address the issue with the winnings that disappeared. I checked the Bonus Terms and I found this:

„The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR bonus will be 50 EUR."

Since you played with a free bonus with a maximum cashout limit, there is not much more we could do regarding this matter. Casinos try to design their bonuses to be as attractive as possible, but the casino can set the maximum cashout limit for bonuses.

Therefore, let's focus on your account closure request. Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

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,

Kristina

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Novice

Germany

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2 years ago

OriginalTranslation

Hello Kristina,

thanks for your support. I am sending you a chat history with Nomini, which proves that despite repeated requests, I did not get my account deleted. My first application was on April 27th. and 24 hours later on April 28, 2022 my account should have been deactivated. The support staff in the live chat didn't do this and kept making me lose money every day (see screenshot).

Nomini's terms and conditions also state that my account will be deleted within 24 hours after the request see here: https://nomini.com/de/responsible-gaming

The guidelines for the EU also see the whole thing in such a way that a casino has to delete my account immediately after the application. However, the support staff did not do this, but allegedly forwarded it to a department.

I ended up losing a lot of money until May 5th, 2022, which could have been avoided if I had been deleted in time.

And how did it happen that my account was deactivated on May 5th, 2022? Only through verbal violence, unfortunately. I had to go into the chat and behave badly at Nomini Casino because of them, insulting them several times until the support staff deactivated my account immediately. But then it went all of a sudden when I started insulting in the chat. This was not possible before! It's a shame and this casino should lose their licenses because of this kind of thing. It can't be that the support staff doesn't delete my account upon request, but then suddenly they do when I start chatting with verbal violence.

I want my money from 27.04. - 05.05.2022 back. That is my right. All other casinos also manage to deactivate my account immediately.

Request was for lifetime closure.

Many greetings

Erdal

Automatic translation:

Public

Deputy Complaints Team Lead

Public

2 years ago

Thank you for your reply, Erdal. Do I understand correctly that you deposited and lost €2,000 before the casino blocked you?

Also, maybe I missed it, but I don't see your initial message for account closure from April 27. Would you be so kind and forward it to me?

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Novice

Germany

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2 years ago

OriginalTranslation

Hello Kristina, yes that's right, I lost about 2000 EUR. I requested my account closure on April 27, 2022 . I also asked several times via chat that my account should be deleted (see screenshot). My account was only deleted on May 5th, 2022 .

Automatic translation:

Public

Deputy Complaints Team Lead

Public

2 years ago

Polat87, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problems). This tool is specifically designed for players who have gambling issues and in case the casino fails to close an account, all deposits should be refunded.

Unfortunately, from what I can see in the attached screenshots, you requested an account closure, and there is no mention of self-exclusion or gambling addiction. I only see that you indicated dissatisfaction with the amount of overall winnings. I am sorry, but if the casino wasn’t informed about your problem, we cannot proceed with this case as "failed self-exclusion" and we don't think that you are entitled to a refund.

If there is a message in which you clearly state your gambling problem as a reason for account closure, please forward it to kristina.s@casino.guru, otherwise, I am afraid I will be forced to close this complaint. Thank you for your understanding.

Public

Novice

Germany

Public

2 years ago

OriginalTranslation

Mrs. Kristina,

sorry that you didn't fully understand the problem. I would be happy to help you and summarize what the problem is in more detail.

Let's start with what Nomini writes on their homepage page:

A. If you think you need a break from gambling, you can always contact the customer service team and we will ban you from playing for the period of time you have chosen
B. Self-Exclusion Request: You can contact Customer Service Team via email: support-de@nomini.com and we will close your account within 24 hours .
If you have any questions or problems related to gambling addiction, contact one of the organizations listed below: www.gamecare.org.uk

Nomini states that I should contact gamecare if I have problems with gambling addiction. And if I want to be excluded, then to support-de@nomini.com. Nowhere is it written that I have to give reasons. As you can see from my email and intentions, I was concerned with option B. I didn't need a break. That is clearly recognizable.

I emailed Nomini Support on April 27, 2022 to ask you to deactivate my account .

In addition, I wrote the following on April 29, 2022 :

09:36:45 PM) Erdal: please delete my account. I have been waiting for this for 5 days.

(09:37:41 PM) Erdal: I've been waiting for my account to be deleted for days

(09:37:46 PM) Erdal: wrote several emails

(09:37:56 PM) Erdal: but nothing is done and I play more and more

(09:38:12 PM) Erdal: By the way, it's forbidden not to do the thing. So one last time

(09:38:16 PM) Erdal: delete my account

(09:40:15 PM) Eileen: I have forwarded your request to the appropriate department . I beg you a moment please

Note: I received confirmation a few days ago that the request is being processed. Here was asked again for a moment. Still nothing happened after that.

(09:40:54 PM) Erdal: ok thanks I don't want anything more from the club. But I'll have the whole theater checked with a lawyer on Monday. Beautiful evening

As you can see, I made a big complaint about the fact that Nomini didn't delete or ban me within 24 hours as they stated. I have written with them several times, but since I no longer have permission, I can only show you this part. But you can see from my letter that I have already communicated several times.

Now in summary so that you have no further questions unanswered and finally understand the matter:

I played at Nomini and lost money
I have problems with gambling addiction, here Nomini says I should contact another organization. You have the option of being self-excluded within 24 hours by writing an e-mail.
I have emailed Nomini that I have lost a lot of money and want to have my account deleted. I also messaged Nomini that my account is still active and I'm still losing money that I can't afford.
Nomini does not close my account within 24 hours and not even within a week
on 05/05/2022 my account is still active and I get very angry and wording. I go into the chat and write the following: FOR WEEKS I'M BEING THAT YOU SHOULD DELETE MY ACCOUNT YOU *****.. FINALLY DELETE MY ACCOUNT YOU *****
That was the only way to respond. And suddenly my account was closed immediately. I wasn't able to do that the normal way before.
And only then will my account be closed on May 5th, 2022.

The whole problem is that Nomini doesn't close the account within 24 hours as stated when you email them. I have written to them several times to protect themselves that I do not want to play anymore. I have therefore fulfilled Nomini's instructions so that my account will be closed within 24 hours. There is no other way to protect yourself at Nomini Casino. So I have fulfilled all the operations as stated by them. Nomini was aware that I had ordered a closure to the email address they provided. They kept me playing for days anyway. Because of these facts, I couldn't protect myself and lost more and more money.

According to an independent lawyer's assessment, I'm right, because Nomini didn't stick to your information. I did everything right on my part.

Frau Kristina,

schade das Sie das Problem nicht ganz verstanden haben. Gerne helfe ich Ihnen auf die Sprünge und fasse es noch genauer zusammen, was das Problem ist.

Fangen wir erst Mal damit an, was Nomini auf deren Homepage Seite schreibt:

A. Wenn du denkst, dass du eine Pause vom Glücksspiel brauchst, kannst du dich jederzeit an das Kundenservice-Team wenden und wir werden dich für den von dir gewählten Zeitraum vom Spiel ausschließen
B. Selbstauschlussanfrage: Du kannst dich per E-Mail an das Kundendienst-Team wenden: support-de@nomini.com und wir werden dein Konto innerhalb 24 Stunden schließen.
Bei Fragen oder Problemen im Zusammenhang mit Glücksspielsucht, wende dich an einer der unten aufgeführten Organisationen: www.gamecare.org.uk

Nomini gibt an, dass ich bei Problemen mit Spielsucht mich an gamecare wenden soll. Und wenn ich mich ausschließen lassen möchte, dann an support-de@nomini.com. Dort steht nirgendwo geschrieben, dass ich Angabe von Gründen geben muss. Wie man aus meiner E-Mail und meine Absichten erkennen kann, ging es mir um Option B. Ich habe keine Pause gebraucht. Das ist eindeutig erkennbar.

Ich habe am 27.04.2022 an Nomini Support per E-Mail geschrieben, dass Sie meinen Account deaktivieren sollen.

Zudem schrieb ich am 29.04.2022 folgendes:

09:36:45 PM) Erdal: please delete my account. I have been waiting for this for 5 days.

(09:37:41 PM) Erdal: ich warte seit tagen das mein account gelöscht wird

(09:37:46 PM) Erdal: etliche emails geschrieben

(09:37:56 PM) Erdal: wird aber nix getan und ich spiele immer mehr

(09:38:12 PM) Erdal: das ist übrigens verboten, die Sache nicht durchzuführen. Deshalb ein letztes Mal

(09:38:16 PM) Erdal: löschen Sie meinen Accout

(09:40:15 PM) Eileen: Ich habe Ihre Anfrage an die zuständige Abteilung weitergeleitet. Ich bitte Sie um einen Moment bitte

Anmerkung: Mir wurde schon vor paar Tagen bestätigt, dass die Anfrage bearbeitet wird. Hier wurde nochmals um Moment gebeten. Es hat sich danach trotzdem nichts getan.

(09:40:54 PM) Erdal: ok danke ich möchte von dem Verein nix mehr. Werde aber mit Anwalt das ganze Theater am Montag prüfen lassen. Schönen Abend

Wie Sie sehen, habe ich mich stark darüber beschwert, dass ich von Nomini nicht wie von denen angegeben innerhalb 24 Stunden gelöscht bzw. ausgeschlossen wurde. Ich habe mehrmals mit denen geschrieben, da ich aber keine Berechtigung mehr habe, kann ich Ihnen nur diesen Part aufzeigen. Aber man erkannt anhand meines Schreibens, dass ich schon mehrfach kommuniziert habe.

Nun Zusammenfassend damit Sie keine weitere Fragen mehr offen haben und die Sache endlich verstehen:

Ich habe bei Nomini gespielt und Geld verloren
Ich habe Probleme mit der Spielsucht, hier sagt Nomini ich solle mich an einer anderen Organisation wenden. Man hat die Möglichkeit sich innerhalb 24 Stunden selbstauschließen zu lassen, hierfür eine E-Mail schreiben.
Ich habe Nomini E-Mail geschrieben, dass ich viel Geld verloren habe und meinen Account löschen lassen möchte. Ich habe Nomini zudem per Chat angeschrieben, dass mein Account immer noch aktiv ist und ich weiterhin Geld verliere, welches ich mir nicht leisten kann.
Nomini schließt nicht innerhalb 24 Stunden meinen Account und auch nicht innerhalb von eine Woche
am 05.05.2022 ist mein Account weiterhin aktiv und ich werde sehr wütend und Wortlaut. Ich gehe ins Chat und schreibe folgendes: SEIT WOCHEN SAGE ICH DAS IHR MEINEN ACCOUNT LÖSCHEN SOLLt IHR *****.. LÖSCHT ENDLICH MEINEN ACCOUNT IHR *****
Das war die einzige Möglichkeit damit darauf reagiert wird. Und auf einmal wurde mein Account sofort geschlossen. Vorher war mir das auf normalen Wege nicht möglich.
Und erst somit wird mein Konto am 05.05.2022 geschlossen.

Das ganze Problem liegt darin, dass Nomini nicht wie angegeben innerhalb von 24 Stunden das Konto schließt, wenn man denen eine E-Mail schreibt. Ich habe denen zum Selbstschutz mehrmals geschrieben, dass ich nicht mehr spielen möchte. Ich habe somit die Angaben von Nomini erfüllt, damit mein Account binnen 24 Stunden geschlossen wird. Man hat auf Nomini Casino auch keine andere Möglichkeit zum Selbstschutz. So habe ich alle Bedienungen wie von denen angegeben erfüllt. Nomini war dessen bewusst, dass ich eine Schließung angeordnet habe, auf die von denen angegebene E-Mail Adresse. Die haben mich trotzdem tagelang weiterspielen lassen. Aufgrund dieser Tatsachen konnte ich mich nicht Selbstschützen und verlor immer mehr Geld.

Laut unabhängigen Rechtsanwalt Einschätzung habe ich Recht, da Nomini sich nicht an Ihre Angaben gehalten hat. Ich habe von meinerseits alles richtig gemacht.

Edited

Automatic translation:

Public

Deputy Complaints Team Lead

Public

2 years ago

After reviewing all the available information I see that you first asked for account closure because you were suspicious after the casino reduced your winnings, and then because you deposited more than you won. I am sorry, but if the gambling problem isn't clearly mentioned (or at least strongly indicated) as a reason for account closure, we cannot consider these messages to be self-exclusion requests and ask the casino to refund your deposits.

I can only recommend what you could do next time in a situation like this. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

This is an example that you can use in the future:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling problem/addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

After reviewing all the available information I see that you first asked for account closure because you were suspicious after the casino reduced your winnings, and then because you deposited more than you won. I am sorry, but if the gambling problem isn't clearly mentioned (or at least strongly indicated) as a reason for account closure, we cannot consider these messages to be self-exclusion requests and ask the casino to refund your deposits.

I can only recommend what you could do next time in a situation like this. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

This is an example that you can use in the future:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling problem/addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

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