The player from Austria with €7600 in their account was told by live chat that he exceeded the time limit for account verification. Since this happened during his hospital stay, the casino allowed them to complete the verification process and withdraw their winnings.
Nomini Casino - Player’s winnings were confiscated.
Amount: €7,600
Nomini Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Dear Casinoguru Team,
I have an account at Nomini Casino where I wanted to make a withdrawal. The credit on my account is almost 7600 euros . The live chat then told me I had to verify my account.
I then asked in the live chat if there was a certain time window or time in which I had to successfully verify my account. The live chat said there is no time limit to verify my account.
I had already uploaded a document to my account, but it was rejected "I believe due to poor quality or image clarity". This was an invoice.
When I wanted to upload more documents, I saw in my mailbox that I had received an email saying: "My account has been closed. I received the email on June 15th, 2023 with the following reason:
"We would want to inform you that your account has been closed for not providing documents in time, your winnings has been deducted. We kindly request your bank details for manual withdrawal of your deposit."
You see that is a contradiction in terms . Since I was assured via live chat there is no time limit for my account verification.
Apart from that, I was in the hospital for the last few weeks due to my lung disease and unfortunately I couldn't check if I received an email.
I would therefore like to verify my account. I was discharged from the hospital yesterday and am now finding time to do so.
You will also see that there hasn't been any activity on my account lately, as I said I was prevented from doing so due to my hospital stay.
Attachment: Screenshot of the email
Thank you in advance for your effort and patience.
Best regards
Frank Munster
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1 year ago
Dear frankgamb,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nomini Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please explain when the verification process of your account began?
When exactly the casino informed you there was no limit for the verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Thank you very much, frankgamb, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi frankgamb,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Nomini Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Dear all,
Thank you for reaching out.
First and foremost, we would like to inform you not all of the documents initially requested in the profile were provided by the customer (he provided only proof of address). On 16th of May, we updated the document request, and it could be seen from his profile.
On 15th of June, 30 days after the updated document request, the account was closed as the documents had not been provided in 30 days. It was done in accordance with the following article from our Terms and Conditions, which you agreed to before registering:
5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.
Best regards,
Nomini.com
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1 year ago
Dear Nomini Casino team,
Considering that the player didn't completely ignore the verification and uploaded at least some documents as well as the fact that they were in hospital, would it be possible to accept the player's documents now and possibly finish the verification?
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1 year ago
Translation
Dear Casinoguru Team,
Thank you for your help regarding my case.
I would like to point out again that the live chat has assured me there is " no time limit " for my verification.
This can also be seen in the chat log of the live chat " on the part of Nomini ".
Of course I asked for this because I know about my health situation and I could have to stay in hospital at any time.
As you mentioned above, I would like to upload all the necessary documents to Nomini so that I can successfully complete my "Account Verification" .
Thank you again for your effort and patience.
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Dear all,
Thank you for your reply.
The customer has never informed us about being in a hospital and having no possibility to upload documents for such a period of time. Since 30 days have passed after the updated document request, the decision still stands in accordance with the previously mentioned article 5.3 from our Terms and Conditions.
Best regards,
Nomini.com
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
Thank you for your help regarding my case.
Due to the fact that I was/was in the hospital at the time > I asked in live chat if there was a period for my account verification.
This is exactly the reason for my live chat request after seeing that my account needs to be verified.
The exact choice of words from my side was: Is there a certain period or time window in which I have to verify my account with you.
The response from your live chat agent was , "No, there is no time limit or window in which you must verify your account."
I would like to ask you to check your chat log. Because if a live chat employee who works for your company makes such a statement, I rely on this statement and rate it as "true" and not "untrue".
I think you should certainly give me the opportunity to have my account verified now.
Thank you again for your effort and patience.
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Dear Nomini Casino team,
Considering that the player did not completely disregard your requests, had to spend some time in the hospital, and even inquired about the timeframe for verification but was informed that there was none, we firmly believe that they deserve another opportunity to complete the verification process. Otherwise, I'm afraid, the complaint will become unresolved in favor of the player.
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1 year ago
Dear all,
Thank you for your patience.
We would like to inform you that after a thorough investigation of the case, we have to come a decision to give the customer a chance to complete verification. The account was re-opened for the purposes of verification.
He may now enter his casino profile and upload the documents that we are waiting for:
- Proof of Identity
- Proof of Address (the one you uploaded previously is a scan. We require either PDF files or photos of hard copies)
Best regards,
Nomini.com
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
Thank you for the opportunity to complete my verification.
I will do this promptly!
Could you please tell me how much time I have for this process, because as I said before, I never know when I will have to go back to the hospital and this can always happen suddenly.
Thanks so much.
Best regards
Frank M*****
Edited by a Casino Guru admin
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1 year ago
Thank you Nomini Casino team,
We appreciate your decision.
Dear Frank,
Please finish the verification process ASAP. The casino made a gesture of goodwill so I wouldn't postpone uploading the documents. Please let me know if the verification was successful.
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1 year ago
Dear frankgamb,
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.
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
sorry for the delay. I had another stay in the hospital. I will probably be released from next Monday, August 7th and will then complete my verification at Nomini. So next week my verification at Nomini will be completed!
I will of course inform you directly as soon as the verification has been successfully completed.
Thank you again for your patience.
Best regards
Frank M*****
Edited by a Casino Guru admin
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1 year ago
Hi Frank,
Why didn't you finish the verification a week ago as suggested? The casino made a gesture of goodwill so why do you postpone it? You weren't in the hospital a week ago.
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
I had already been in the hospital when I replied back then, but I didn't want to write again that I was there because I was embarrassed about something like that.
But I should have done as it turns out.
But as I said in my last answer, I'll be dismissed on Monday and as soon as I'm home I'll log in directly and complete the verification.
I would like to apologize again for the delay and will inform you immediately after the completion of my verification.
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Hi Frank,
This doesn't make sense. I strongly suggest finishing the verification ASAP before the casino reconsiders giving you the chance to do that. I will set the timer to four days. If you don't upload the requested documents by then, I'm afraid, your complaint will be rejected.
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
I can't understand why you don't understand my last answer.
But regarding your last answer I would ask you to change the timer from 4 to 7 days because I can be sure that I will do it 100% in that timeframe.
If I don't make it by then, the case can be closed.
I would like to apologize again for the delay and will inform you immediately after the completion of my verification.
That would be very nice of you.
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
I have just sent an email to Nomini with my ID card front and back informing them that I will be released tomorrow and once I get home I will also upload my address confirmation and complete my account verification.
However, it would be nice if you could update the timer as mentioned in my last message so that this case is still open.
I thank you from the bottom of my heart for your commitment to my case and after completing my verification I will give you the best possible ratings on all portals.
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Dear Frank,
Thank you for your reply.
We would like to inform you that your account was re-opened specifically so that you could upload the documents in the verification section of your profile. Therefore, we would like to kindly ask you to upload the documents in your profile, instead of sending them via email. Thank you in advance.
Best regards,
Nomini.com
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1 year ago
Hi all,
Thank you for your replies.
Dear Frank,
Please upload the documents today.
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
Thanks for the info. I will upload my documents to your site tomorrow.
Thank you for the quick info so I can do this quickly.
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
I'm on my way home right now, had to have a few more minor tests done at the hospital. But I'm already on my way home and will arrive at home around 6:30 p.m. and will have uploaded all the documents by 7:45 p.m. at the latest!
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
I have successfully uploaded my document to the profile.
With my identity document, the confirmation came after almost 5 minutes.
With my proof of address I have uploaded a letter from a utility company as per the description. (It says pending there).
If anything else is needed, please let me know.
Now I'm finally out of the hospital and can check my emails every day.
Otherwise, I would like to thank you again for your patience with me.
Best regards
Frank M******
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1 year ago
Hi Frank,
I'm glad to hear that you uploaded the documents. Let's see if it will work out. Please keep me updated.
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1 year ago
Dear all,
Thank you for your patience.
We would like to inform you that the account of the customer has been verified, with winnings credited back to the balance.
Best regards,
Nomini.com
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
Thank you again for your help, patience and confirmation that my account has now been verified.
However, I was about to make a withdrawal of 500 euros and got an error message. (The wagering requirement for deposits is 1x to be able to withdraw) .
If you could help me again regarding this, I would be very grateful.
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
Yes, I converted my deposit at the time.
I think I know where the error could be, since my credit was refunded or credited to me as a deposit in my transaction history.
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Dear all,
The error appears due to the funds being repeatedly credited, thus being treated as a new deposit by the system.
The customer can contact customer support in order to have the funds manually withdrawn according to the limits provided in our Terms and Conditions.
Best regards,
Nomini.com
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1 year ago
Hi all,
Thank you for the update.
Dear Frank,
Please contact the support and let me know if you were able to withdraw your funds.
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1 year ago
Translation
Dear Casinoguru Team,
Dear Nomini Casino Team,
So currently I can withdraw the money, although it takes a while because I have to request the payout first and then have to wait until I receive it to request a new one. (But you can probably have 3 active payouts in the queue).
Best regards
Frank M******
Edited by a Casino Guru admin
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1 year ago
Dear frankgamb,
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.
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1 year ago
Translation
Dear Casinoguru team,
Dear Nomini Casino team,
I was able to withdraw my money from my account. I thank you again for your help.
Best regards
Frank M*****
Edited by a Casino Guru admin
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1 year ago
Thank you frankgamb for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
