The player from Italy requested withdrawals made since the 23rd, but after 8 business days, the funds had not yet arrived despite being informed that the process was successful. The player held a level 3 verification status. The issue was resolved with the player receiving two of the three requested withdrawals totaling 800 euros, followed by the receipt of the final payment. The player expressed satisfaction with the outcome and acknowledged the assistance provided by the Complaints Team.
Nomini Casino - Player's withdrawal has been delayed.
Amount: €1,100
Nomini Casino
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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2 weeks ago
Translation
Since the 23rd, I have requested withdrawals, and despite being advertised as taking 3-5 days, after 8 business days, the oldest one still hasn't arrived. Each time, I'm told that the process was successful by the customer support chat service. I am a level 3 verified user.
Automatic translation:
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1 week ago
Dear bytespirit,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Translation
Thank you for your intervention. Immediately after the post on this site I received 2 of the 3 requested withdrawals. 800 of the 1100 euros requested. I will update you on the receipt of the last withdrawal if that one is also successful.
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1 week ago
Thank you for letting me know. I'm glad to hear that you received part of your winnings, and I am waiting for the information about the remaining withdrawal request. Fingers crossed!
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1 week ago
Translation
Today I also received the last payment. Fortunately everything ended well. Nomini is reliable but in my opinion sometimes too slow creating panic for users. Thank you for your intervention that certainly made the difference.
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1 week ago
Dear bytespirit,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
