The player from Germany is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
Nomini Casino - Player’s struggling to complete account verification.
Amount: €500
Nomini Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello. I played at Casino Nomini last month. I won 680 euros. I wanted to pay out 500 euros of it. It's been a month and I haven't received any money yet and haven't even managed the verification (not because of the documents). Because their financial department almost never answers. I turned to live support at least 7 times and they never helped, they always tried to excuse. In addition, the account was blocked for the reason that the verification must first be completed. I sent at least 9 documents and they were not accepted. I myself sent a document to an employee in live support and asked if this document worked - he said yes. 4 days later the finance department sent me no, the document does not work. Very questionable. I got 3 documents from my bank (Sparkasse) and sent them to them. It has been 10 days and still no response. The live support says it takes 3 days until you get in touch, now it's 10 days. Then dee said live support. That the finance department works Monday through Friday from 9:00 a.m. to 6:00 p.m. And two days later they said the finance department only works from 7:00 a.m. to 3:00 p.m. So there is always another reason.
I'm just being held up and nobody will answer. I also wrote once about the problem and an employee simply closed the live chat without saying anything and still in the middle of the communication. I don't know what to do anymore. Please help
Automatic translation:
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3 years ago
Dear Danielbak65,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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
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3 years ago
Translation
I applied for the payout on April 15, 2021. As well as verification. It is very questionable that the live support says things but their finance department says something else. Not very professional
I received an email today that my account was verified. The live support said the money should be there tomorrow.
I submitted a complaint to you because 1 month is a long time and I almost never received an answer. I hope the money arrives. And I thank you for great service for the community and 🙂
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3 years ago
Thank you very much, Danielbak65, for your kind words. I fully understand your frustration. However, I will set the timer for additional 4 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
Translation
All right 🙂 many thanks 🙂
I will definitely update on Monday 😅
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3 years ago
Thank you very much, Danielbak65, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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3 years ago
Translation
Can 🙂 clarified everything be closed thanks again for the quick help 🙂
Automatic translation:
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Danielbak65, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
