Nomini Casino - Player's request for self-exclusion was ignored.

Good morning, I'm V**** Alessandro,

ALEVALE87 days ago I asked to close my gaming account on NOMINICASINÓ. for losing too much money. I was not closed, in fact I was credited with 50 euros, leading me to play again and again with a payment of another 400 euros, obviously losing everything. I ask for a refund of the payments made as I had already reported the loss to you and the account was not closed. I asked a lawyer and inducing a person who had already indicated that they wanted to close the account due to losses is a crime. I ask you for a refund of the transactions made in the last 3 days. It doesn't cost you anything, it costs me. I await a response

Hello Alessandro87,

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. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

I asked for the gaming account to be closed immediately, they asked me why and I told them because too much money is lost. They said they would proceed immediately and instead they gave me another 50 euros and bonus after bonus.

Hello Alessandro87,

Unless you mention gambling addiction, it is considered only as account closure which can be reverted anytime by a simple request and the casino is not obligate to close the account.

If you wish for the account to remain closed without the possibility to reopen, please request a self-exclusion with the addiction mentioned.

Is there any other way we could assist you?

Obviously you have to find all the excuses not to admit their mistake. In Italy

the gaming account is closed immediately. I will contact the appropriate authorities

Hello Alessandro87,

I would like to point out that we are not the casino and our point of view is general how it should be done in every online casino. Unless you have requested for self-exclusion properly, we will be forced to close the complaint.

In case you did and have proof of it, please forward it to nikolas.b@casino.guru but until then, the complaint remains rejected.

Best regards,

Nick