The player from Saxony has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Nomini Casino - Player’s winnings haven’t been received yet.
Amount: €1,500
Nomini Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I paid out a profit of 1,500 EUR about 10 days ago, as required by the terms and conditions in 3 installments of 500 EUR. Was played before without an active bonus.
I received an automatic email that my request will be processed shortly by the finance department - since then no further response.
I have already contacted the chat 3x and asked about the status. I get the same reply every time saying it's in progress and not to worry. I was also told that no documents are required and that the "finance department" will be asked again for faster processing. If I say I no longer accept the answer, the chat will partially end.
I think these long waiting times for an exam are absolutely unusual, it's just unacceptable. I didn't win a jackpot, just requested a normal, small payout. Something like this has to be on my account within 3-5 days at the latest, otherwise it is dubious. My fear is that sometime after weeks they will only ask me to submit documents and further delay the process or prevent the payment.
I can't get any further here on my own and ask for help, thanks.
Automatic translation:
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2 years ago
Dear Eszeha,
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
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2 years ago
Translation
As I feared: Today (after more than 1 week!) the first of 3 payments was canceled. Reason: supposedly "technical difficulties with the payment service provider" - by the way, we're talking about a bank transfer here. I immediately applied for a new payment, so it starts all over again.
It's just an obvious delaying tactic to avoid paying out for as long as possible. Extremely dubious and really annoying. I'm curious what will happen to the two outstanding payments - I have an idea 😔
Addendum: To be fair: the other two payments (2 x EUR 500.00) just came into my checking account "real time".
Edited
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2 years ago
Thank you very much for your reply, Eszeha. Since two out of three withdrawals have been processed successfully, it truly might be just a small technical issue. Therefore, I would recommend that we wait for a few more days to see if the third withdrawal request is also processed. I will keep this complaint open, so please let us know if there is anything new.
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2 years ago
Translation
Update: no response or processing of the pending payout for 5 days.
Automatic translation:
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2 years ago
Translation
Money received, complaint can be closed.
Conclusion: €1,500 in three parts, total duration over two weeks.
Underground, account closed.
Automatic translation:
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2 years ago
Awesome news, Eszeha. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.
