The player from Germany 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 didn't respond to our messages and questions.
Nomini Casino - Player’s winnings haven’t been received yet.
Amount: €4,850
Nomini Casino
Safety Index:Very highSafety Index
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9.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
2 years ago
Translation
Hello dear community,
initially I was very satisfied with the Nomino Casino. However, now I have massive problems verifying my account. That's how it all started... On November 7th, 2022 I received an email from kyc@nomino.com I should verify my account. I then received the documents immediately on 07.11. provided. Since I initially deposited with Revolut and used single-use credit cards, I had to upload every single bank statement. So I will on 10.11. asked to provide all bank statements from my virtual cards. I got this on 10.11. provided in zipped form. It seems you couldn't unzip the file. Then I again on 10.11. all documents sent unzipped. The receipt of the mail is always with:
Hello Tim,
Thank you for contacting our Nomini Customer Service.
We thank you for the documents provided.
We have sent the documents to the responsible department.
You will be notified of the results of the verification via email.
If you have additional questions, contact us via email support@Nomini.com or via live chat.
Kind regards,
Customer Service Nomini.com
approved. On 11/11/2022 you wanted to receive another card. I then sent this back to support on the same day. The weekend is in the air. Say kyc@... the finance department cannot be reached. But I'll come back to that later. Today on November 15th, 2022 I get the message from the support I would like to provide all Revolut account statements of the last 3 months. As described above, I already provided everything on November 10th, 2022.
Currently I have from 06.11. ; 07.11 and 13.11 2022 Payments pending that are not processed.
Topic Live Chat Support:
The support is friendly, fast and helpful but nothing more. First they say that the finance department works from Monday to Friday from 9:00 a.m. to 6:00 p.m. A few days later, the finance department only works from 7:00 a.m. to 3:00 p.m. You will be put off forever, regardless of whether you communicate in English or German.
I hope you can help me here.
Kind regards
Tim W***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Timme1405,
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 Kristina,
I don't have the payment. But I'm much more concerned with verification. The casino received all the data. A verification confirmation is still pending.
greeting
Automatic translation:
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1 year ago
Thank you for your reply, Timme1405. Do I understand correctly that verifying your deposit method seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
