The player from North Rhine-Westphalia has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player lost his winnings and then didn't respond to our messages and questions.
Nomini Casino - Player’s winnings haven’t been received yet.
Amount: €500
Nomini Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Payment made on 09/24/2022. Received the following email on September 28th, 2022:
"We are pleased to inform you that your withdrawal request of 500EUR has been processed by our finance department.
The money should be in your account in no time. Please note that bank and credit card transfers may be delayed by up to 3-5 business days."
Nothing has arrived yet. Chat support only responds with copy paste responses and doesn't help. Email support only asks for additional documents with my TAN on them? I literally attached my bank mail and it was not accepted. Although the authentication would not be necessary at all.. especially since I received the confirmation from September 28th, 2022.
Automatic translation:
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2 years ago
Dear ekko,
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
Hello,
no, still haven't received a payout.
Kind regards
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2 years ago
Translation
Still nothing... no feedback on my documents and no money.
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2 years ago
Thank you for your reply, ekko. Have you made any successful withdrawals before? Do I understand correctly that you have provided all the required documents to verify your identity, but the casino has not yet approved them? Have you accumulated your winnings with or without an active bonus?
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2 years ago
Translation
That was the first payout and it hasn't worked out yet. Right all the required documents, which are the same as accepted at other casinos, are still there. I was told that I am not allowed to black out my TAN and other sensitive information. This would give you almost full access to my bank account. All relevant data for authentication are clearly visible on it and have been accepted by other providers in the same way. At the time of withdrawal I have not used any bonuses nor has it ever been an issue or reason for not withdrawing.
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2 years ago
Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 years ago
Translation
I give up... the payout has now been canceled after 4 weeks. Although it has always been said "oh please be patient, the money is out and on the way". Now I've canceled the payout and continued playing (you know it...) and yes. There is hardly anything left of it. Classic. Not recommended… absolute juice shop. If you still want to have the history for the sake of accuracy, I can send it to you by e-mail.
Kind regards
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2 years ago
I am sorry to hear that, ekko, but I understand. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
