The player from Italy was able to deposit and play despite having an active self-exclusion. The player asked for self-exclusion because he didn't receive a bonus and not because of a gambling problem, therefore, we were forced to reject this complaint.
Nomini Casino - Player's asking for a deposit refund.
Amount: €1,800
Nomini Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I requested and obtained confirmation of self-exclusion from the account and the account for serious problems.
the confirmation then came from the casino nomini on 29/06.
a few days later, however, the casino took advantage of my sick case and allowed me to deposit money and lose, going against the player's protection.
they are jackals and I ask for a refund of what I deposited after the account had already been closed as confirmed by email from them
Automatic translation:
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2 years ago
Dear Ermejo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s Responsible Gambling section and I found this:
"Self-exclusion request: you can contact Support Service Team via e-mail: support-en@nomini.com, and we will close your account within next 24 hours. It's the player's responsibility to notify Nomini of any other accounts the player might have and promise not to open any other accounts. Nomini will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Nomini cannot be held accountable for potential losses on other accounts;"
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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2 years ago
Translation
I have already replied to the email, the situation is critical you have to help me!
they took advantage of my illness. The account had to be closed already, because they are so mean.
I'm in the middle of a road and the situation is complicated
Automatic translation:
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2 years ago
Thank you for your reply and email, Ermejo. From what I can see in the attached screenshot, you requested an account closure, and there is no mention of self-exclusion or gambling addiction. Actually, you said you want to close your account because you didn't receive a bonus after you asked for it. I am sorry, but this is not a self-exclusion request.
If the casino wasn’t informed about your gambling problem, we, unfortunately, cannot proceed with this case as failed self-exclusion and we don't think 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 that we are not able to help.
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2 years ago
Translation
Yes, on the other hand, I had requested and also obtained confirmation of self-exclusion, as confirmed by the casino email received on 29/06 at 18.04.
It shouldn't have been possible for me to deposit, but by going to see the chronology, etc., there is a compulsive and sick way of doing it.
SELF-EXCLUSION MANNAGGGGIA OF THAT CHRIST HAD TO BE VALID.
those filthy Jews, on the other hand, pretending to have a technical problem, took over the money.
I have now been sending emails and writing live chats for more than 2 weeks without getting replies to About. They led a person to commit suicide without even answering and pretending nothing happened.
they are criminals and mobsters who should protect the player with responsible gaming and instead they are filthy beasts. I wish them all the evil and many suffering diseases not only to them but also to their loved ones, since with my death I will go to meet the suffering of my loved ones.
I LEFT A LETTER SAYING NOT TO GIVE UP THE QUESTION, but rather by checking their NO ANSWERS AFTER EXACTLY 16 days do not accuse them only of fraud and embezzlement, but also of instigating suicide, I hope that justice is done and I wish them all the sufferings possible, that they wake up in the morning and no longer see light and hope but immense pain.
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2 years ago
Sadly, without you clearly stating the gambling problem as a reason for self-exclusion, we cannot consider this to be a proper self-exclusion request, therefore we don't think you are entitled to a refund.
I can only recommend what to do next time to avoid such situations. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated (gambling problem) 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.
Example:
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
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."
I am sorry, but unless you mentioned the gambling problem in your request, there is not much more we could do for you.
Please, let me know if there is anything else we could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
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2 years ago
Translation
But pig of that god I had already asked and obtained self-exclusion, it was a technical problem for them to make me deposit something else and let me access the account. The self-exclusion had to already be active as confirmed by their email. This is why they told me that it was their technical problem and therefore I must be entitled to a refund. Penalty for embezzlement and circumvention of incapacity and fraud
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2 years ago
I am sorry, as I said, we don't think you are entitled to a refund if you didn't ask for self-exclusion due to gambling problems. This must also be clearly stated in your request, which it was not. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.
