The player from Germany is experiencing difficulties completing the bonus wagering as his Free Spins are stuck inside a game.
Nomini Casino - Player's Free Spins are inaccessible.
Amount: €50
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello I have a bonus running, then I got free spins on book of dead to 0.5€. I wanted to play it later because I had to leave. And when I wanted to open it again, I can't get in properly (see picture) Sound works, you can hear him selecting a symbol, but I can't get any further. Since Saturday I've been struggling with support in the chat and by email and I'm constantly being told that it's in progress and would be checked by the department and then I'd be informed by email. Nothing happened until today I wrote to them several times a day and I always got the same standard answers. It's a shame because I actually think the casino is good, only the support is really disappointing. I don't know, maybe you can help me. I've tried everything they suggested and nothing worked. Unfortunately I can't upload any pictures, loading always fails. And my bonus expires soon and that's pretty unfair because I can't play anymore at the moment.
Automatic translation:
Public
Public
1 year ago
Dear stroetchris95,
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. Do I understand correctly that didn't complete the bonus wagering yet? Is your active bonus a free one or you deposited funds into your account when activating it?
If there’s any relevant communication, please forward it along with your game history 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
Public
Public
1 year ago
Translation
Hello, yes I deposited €50 with 100% bonus. The bonus is still active until 13.12. With around €20 balance I got the free spins. From there the problem started, all other games open without problems.
Automatic translation:
Public
Public
1 year ago
Thank you very much, stroetchris95, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Translation
The issue has been resolved. The winnings from the free spins were credited automatically. But only after 5 days and constant discussion with live chat and email. Sorry, but this should be sorted out much faster. I won't play there anymore as there is much better support at other casinos.
Automatic translation:
Public
Public
1 year ago
Dear stroetchris95,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
I understand your frustration, but in similar cases, the game provider may be involved too, which is not entirely in the hand of the casino.
Anyway, I checked our records, and in the past two years, we checked the casino support several times and marked the support as good.
(there is one better mark than good - fast and professional)
So maybe the casino deserves a chance.
