Nomini Casino - Player’s winnings haven’t been received yet.

alve i'm angelomonti90 i have a problem with this casino for kyc verification, i requested the withdrawal of 2000 €, the casino still keeps looking for documents on documents already sent, where i have already explained that one of the prepaid cards with which i paid has no name but I have provided several screens of the app where you can also see the movements made towards the casino, they keep looking for the same things and in my opinion they are doing everything on purpose. I honestly see no way out, please help me

501/5000

Dear Angelomonti90,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

To pass the verification is impossible, they continue to always look for documents where I have already explained to them that on some cards there is no name but more than sending the movement list and the app screen what should I do, I also sent them selfies with the card in hand

Can someone help me keep asking me for proof of ownership of a prepaid card * 1288 this card has no engraved name, no bank statement as it was only opened two months ago. I showed with the application screens that the card is mine, I also shot a personal video where I see myself entering the application site, I go to the reports list and you see that the card is in my name, they still insist, I have nothing other than to provide I have already given everything in my possession, I just have to go to the financial police to report everything.

Thank you very much for your reply, Angelomonti90. Do I understand correctly that verifying the prepaid card is the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

the account has been verified, but the case is not closed, because at the same time as that date I requested a withdrawal, it is pending and I have never received anything and

Thank you very much Angelomonti90 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

Hello Angelomonti90,

I have reviewed your case and will contact the casino to see if I can help.

Before I do so, could you please just confirm that your account is now fully verified and you are awaiting receipt of your withdrawal? Is your withdrawal still pending?

Kind regards,

Adam

Dear Angelomonti90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi this withdrawal was resolved late but I have been paid, I am now waiting for another withdrawal but it was only requested today and therefore it is too early to know something, I hope I do not have to do a further check. I will update you in the meantime

Thank you for the additional information, Angelomonti90.

We will keep this complaint open until we hear that you have received your payment, please continue to keep us updated.

Kind regards,

Adam

Dear Angelomonti90,

Can you please provide us with an update on the situation?

Kind regards,

Adam

Dear Angelomonti90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi the withdrawal is still pending you can contact the casino, they still have to give me the 2000 € please help me

Good day,

Thank you for reaching out.

We confirm that the customer's account was verified after all the requested documents were provided. The most recent withdrawal request in the amount of 2000 EUR was processed on 30.09.2022.

Please feel free to contact us should you have any questions.

Sincerely,

Nomini

Thank you for the update, Nomini Casino.

Dear Angelomonti90,

Please confirm when you have received the payment and the matter is resolved.

Kind regards,

Adam

Dear Angelomonti90,

Please respond and confirm if the matter has now been resolved. If we do not hear from you within the allotted time, the complaint will be rejected.

Kind regards,

Adam

Dear Angelomonti90,

It seems that this issue was resolved, but without confirmation from you that you have received your payment, the complaint will now be rejected as previously mentioned.

Kind regards,

Adam