Nomini Casino - Player’s winnings from a bonus have been cancelled.

Hello,

I want to share my story I am dissgusted of. Ive registered on one Casino ofering 1 spin per 1 euro deposited. So I did. 

After recieving this bonus I won about 5 dollars. That means 5x40...around 200€. During my wagering ive recieved free spins on Jammin, instantly played, then game failed to respond, same as the bonus Ive won on Wolf Gold. On a many reviews players said their site is lagging as hell. Neverming, I told to myself i wil get these money I won from these bonuses later (around 12 euro). After I finished my wager, Ive played few spins on Wild Swarm... Noticed that my balance still wasnt updated so I went to Jammin and Wolf. Free spins repeated as I knew how it ends. 

Then made my balance huge, over 5,7k. After withdrawal request all my balance weve voided. In email ive recieved stayed that I breached Bonus Terms holding my free spins after wager is over. 

It did out me into hard financial situation as I counted with these money and bought fly tickets to me and my girlfriend as a gift.

Now I am in deep debt and actually its destroying my life. 

After I put my case to AskGamblers, they said, that faces like something they cant disputr with and gave me email adress to Araxio. Ive mailed them, without response, ive mailed to Nomini and asked them (kindly) for dirext contact to Araxio, without answer. Ive been contacted by journalist portals about close share my story but I am still GIVING THIS CASINO chance to solve this without taking my review everywhere. 

Dear Vinnie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If possible, could you please send me the link to the exact bonus you redeemed? I would like to check the Bonus T&Cs.

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

It was Water Melone bonus.

1 spin for 1 euro deposited.

In conversation between me and casino they was repeating ive breached their 10.6 Delaying any bonus free spins, bonus rounds or game payout until after the wagering requirement is met.

I kindly explained them what happened, told them that I understand that could happens that site or game glitched, but it seems like they dont want to hear it As i was lucky of these wins. I also told them i would understand their stand if win from these 2 glitched games be hundreds or thausands, but it was around 12 euro. I also told them I would accept to have my money reduced by set these 2 wins x 40 wagering reguirements...

Its absolutrly predatory from their side and I am personaly thinking they pit players to this situation in purpose.

Thank you very much Deorko for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Deorko for all provided information. I will do my best to help you.

I would like to ask the casino what’s their standpoint in this situation. Thank you in advance for your reply.

Hello, thank for answer.

After it happend, ive write go support what happend, they responded me that all informations ill recieve in email. In email states I breached these terms.

After I kindly asked for balance history, because I knew I didnt breach anything, ive recieved this.

After another explain they stayed with their decisiom and simply said they dont care if this was slot error, and they take it like a breach. I am so dosgusted this and since now I still didnt get answer for dorecr contact for Araxio management.

Dear Player,

We are deeply sorry to hear about the occurred situation. We are grateful for your feedback and we highly appreciate you taking the time to reach out.

Unfortunately, your account was closed with no possibility to reopen and the winnings from the bonus are deducted.

We would like to highlight that we are acting in accordance with our Terms and Conditions, specifically:

7.5 We reserve the right from time to time to conduct a game play review. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

We would like to also note that while having an active bonus you have delayed several bonus rounds, thus bypassing the wagering and receiving the winnings to your cash balance, which is the breach of our Terms and Conditions. We did not find any slot errors in your gaming session, as well as we did not get notifications from you at the time the rounds were delayed.

Based on the above points, unfortunately, we are not able to recover your winnings from the bonus.

Thank you for your time.

Sincerely,

Nomini Casino Customer Support Team

Thank you Nomini Casino for your reply.

May I ask you to forward me all the relevant evidence to my email address zuzana.r@casino.guru. Thank you in advance.

Dear CasinoGuru team,

Thank you for checking this case.

Zuzana, we confirm that we have provided accordingly the requested information to the above-written email on Thursday, July 16.

Of course, please, note that we remain available for any further clarification.

Kind regards,

Nomini Customer Support Team

Thank you Nomini Casino for your email.

Dear Deorko,

Unfortunately, we received the evidence showing breaching the term stated above. I am afraid we will be forced to reject this complaint.

I recieved this balance history too, but as I explained - and ai am already bored of explaining it again - it wasnt my breach but slot/site error. I am not the first one who was happend to. Did Casino Nomini checked their error log on site or contacted provider about informations? I feel so scammed and I am ready to fight for this and ready to review this scam everywhere, even the journalist.

Aswell the Casino Nomini ignoring my requests of giving me direct contact for their Araxio management, as Araxio absolutely ignoring my emails

I am very sorry Deorko you feel this way.

Unfortunately, from your game history it's visible you waited until the bonus money has been lost, in order not to have any more wagering requirements and open all of the slots where you had saved your bonus rounds. This type of play is classified as abusive and we have information from the casino that your deposits were refunded.

Its same story, u repeating the same thing. No, balance history shows when my funds from bonus games were added when I reopened them. I say last time, i played these game imedietly but crashed.

Its biggest scam on the player ive ever seen

I am very sorry but based on the evidence, it was not one or two games, there were many. I am afraid that the evidence we received it's visible that you took the unfair advantage of the bonus and therefore we can not help you more in this case.

From our point of view, the casino has the right to void your winnings and they acted fairly as they refunded you your deposits. I am sorry we could not be more of a help.

It was 2 games, Wolf Gold and Jammin Jars

Based on the evidence there were around 9 games played this way. I am afraid we are forced to reject this complaint.

Which games?!!! I have balance history aswell.

I am very sorry but I am not allowed to share the evidence with you, there were many and different than the one you mentioned. If you have more questions regarding this I am afraid you need to ask the casino directly.

As we are not able to help you any further we are forced to reject this complaint.

I have balance history from all games I made, how is then possible, you have different one?

As previously stated you need to contact the casino to get more details.

I am very sorry but I am not allowed to share the evidence with you. If you are not satisfied with our decision I recommend you to write to Curacao license authority. In Nomini terms you can find the contact: complaints@gaminglicences.com.

I hope you won't come across a problem like this again.

I can send u my balance history, where is showed only 2 games, which I was explaining, nothing else. Have no idea where u found 9 games

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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. We are here to help.