The player from Germany had won 8,000 Euros at Nomini Casino but had encountered messages about required wagering during withdrawal attempts, despite having played with real money, not a bonus. Later, Nomini Casino had paid out 2,000 Euros, but the remaining 6,000 Euros were not paid out. After the player had provided evidence and the complaint team had contacted the casino, it was clarified that the player's withdrawal had been unsuccessful due to incomplete wagering of their deposit. The casino had informed the player about this, and the player had subsequently lost all the funds after continuing to play. The casino had provided the 2,000 Euros as a gesture of goodwill. The Complaints Team found no merit in the player's complaint and rejected it, as the casino had adhered to their terms and conditions.
Nomini Casino - Player’s is requesting a payout of his winnings.
Amount: €6,000
Nomini Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Hello, I won 8,000 Euros at Nomini Casino. Subsequently, I wanted to make a withdrawal. During the withdrawal, I received a message that the bonus amount still needs to be wagered. I didn't use any bonus, it was pure real money. So I kept playing. I tried again at 6,000 Euros. I got the same message. I tried again at 4,000 and 2,000 euros. Same message received. Until everything was gone. Afterwards, I wrote to Nomini that it was a system error on their part.
About 2 to 3 weeks later (December 14, 2022), Nomini paid out 2,000 Euros. But I never received a reply.
Now, I've written to Nomini again to inform them that the remaining 6,000 Euros are still missing. From live chat, I constantly (for the past 2 weeks) receive a message that my case will be processed as quickly as possible. But there's no movement.
Dear fotis23,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nomini Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please indicate how the payout of your winnings of 2000€ was communicated to you?
- Please forward any communication you received from the casino regarding the issue to my email at tomas@casino.guru
Thank you very much in advance for your reply.
Best regards,
Tomas
Hello Tomas,
Thanks for the feedback.
At that time I wrote to Nomini by email. However, I haven't received any response. At some point I was paid 2,000 euros instead of the required 8,000 euros.
But I never received a message from Nomini.
Thank you
Best regards
Fotis
Here is a screenshot of the withdrawal made by Nomini (not me). That's the 2,000 euros. But as I said, 6,000 euros are still missing
Hello Tomas,
I forwarded you an email with a chat log from today.
Best regards
Fotis
Thanks for your messages.
Could you please share your bonus history from the relevant period?
In which way did the casino inform you about the necessary wagering on your account?
Hello Tomas,
I am hereby sending you the relevant evidence and the transaction history.
So I pressed the withdrawal button and got the message that the bonus amount still needs to be wagered.
However, as can be seen on the history, the amount of 8,015 euros from November 30, 2022 at 7:13 a.m. is green. That means real money.
If you have any questions, do not hesitate to contact me
Best regards
Fotis
Hello Tomas,
what happens next.
I would be happy to receive a short response.
Best regards
Fotis
I am sorry but what you sent is not a bonus history.
Do you have access to your bonus history in your account? It's to make sure you didn't have a bonus active on your account when the casino prompted you to continue wagering.
Also, was the 2000€ withdrawal processed based on your withdrawal request, or was the transaction initiated by the casino itself?
I apologize for the inconvenience.
Hello Tomas,
I sent you something by email about the bonus history.
The withdrawal was initiated by Nomini after I sent them an email saying that a withdrawal of €8,000 was not possible. The withdrawals I tried are also strangely not listed in the transaction history.
Best regards
Fotis
Thank you very much, fotis23, for providing the necessary information. 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.
Hello fotis23,
I'm Michal and I have taken over your complaint. I have reviewed this 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 whether the player's winnings came from real money play or if a bonus or any bonus conditions were still active? Why was only the amount of €2000 paid to the player and not the whole amount of €8000, as the player has mentioned? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Dear Michal,
Thank you for contacting us.
We have sent all the details to your email: michal.k@casino.guru
Please let us know in case you need more information.
Best Regards,
Customer Service
Thank you for the email and evidence, Nomini Casino Team.
Dear fotis23,
The casino team has provided evidence indicating that the €8000 withdrawal was unsuccessful due to incomplete wagering of your deposit at the time. You were informed about this by the casino team. Subsequently, you continued to play and unfortunately lost all the funds. Following this, you approached the casino support team, seeking compensation for your losses. Despite not being obligated to do so, the casino team, as a gesture of goodwill, has furnished you with €2000. All of these details were communicated to you about a year ago, prompting my curiosity: why have you submitted your complaint to us with such delay?
Upon thorough examination of the information, it is evident that the casino team not only adhered to their terms and conditions but also went above and beyond by refunding a significant amount of your lost funds. Consequently, I find no merit in your complaint and am compelled to reject it.
Is there anything else I can assist you with?
Hello Michal,
O.K., so I am informed. No, that's it, thank you very much for your effort.
Thank you for your confirmation, fotis23. I'm glad the situation was sufficiently clarified.
As mentioned I will now close this complaint as rejected. I would like to thank both parties for their cooperation.
fotis23, feel free to reach out in the future if you encounter any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino.Guru
