The player from Italy requested a withdrawal, but it did not rech his account. It seemed that the funds had been lost. Later, it became clear that the issue was caused by the fact that the player requested a withdrawal to a bank account, but enetered an IBAN belonging to his PayPal account. The payment provider was not able to process the transaction. The casino communicated the issue with the payment provider and the funds were later returned to the player's gaming account. The player was advised to provide his bank account details for the casino to process the payment manually. The complaint was closed as resolved.
Nomini Casino - Player’s withdrawal has been delayed.
Amount: €500
Nomini Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi I made a withdrawal by bank transfer on paypal on 05/09. I was told the acceptance times were 3 working days and they took six, on 13/09 according to them the payment that I should have received after a maximum of 5 working days was sent and accepted, 10 have passed and writing to the support the answers are really unclear I do not understand if the payment has been issued or not and what is due to this delay.
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3 years ago
Dear Domenico,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal in this casino? Have you received any transaction tracking number from the casino?
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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hi this is my first withdrawal but international bank transfers I have read that it takes 3-5 days to arrive, almost 10 have passed and nothing has arrived they gave me a code that does not appear in paypal, and when I asked for a proof of I was denied issuance of the transfer by telling me to contact the bank (paypal) in the replies they are evasive for this reason the doubt arose.
In an email they even told me that the payment had not been processed then I contacted the chat and it had been worked and it was the bank's fault if it did not arrive.
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3 years ago
Thank you very much, Domenico, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Dear Domenico,
I’m sorry to hear that your withdrawal has been delayed. I’ll contact the casino and see if I can help.
I would like to invite Nomini Casino to join this conversation and participate in the resolution of Domenico’s complaint.
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3 years ago
Translation
Then the error was on both sides I provided iban paypal which does not allow to accept transfers from third parties, on the other hand the transfer had been canceled for a long time and they did not communicate it to me.
This I came to know after contacting paypal that I would have waited in vain for my money, I pointed this out to nomini and they still don't let me know anything.
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3 years ago
Good day,
Thank you for reaching out. We will do our best to get to the root of the issue and solve the case.
Please note that from our side the payment was successfully processed to the bank account under the relevant IBAN. Today we have sent the email to the client with the screenshots with the proof of payment. We hope this helps to locate the payment, however, if not, we invite the client to contact us so we could guide them further.
Please let us know if any additional information is needed.
Sincerely,
Nomini
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3 years ago
Translation
I don't have to contact you and since Monday that I told you that the payment has been canceled, I have to provide you with a new iban
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3 years ago
Thank you, Domenico, Nomini Casino team, for the reply.
Dear Domenico,
I’d like to kindly ask you to contact and try to resolve this with the casino’s customer support, as advised by the casino team and keep us posted on any updates. If the issue is not successfully resolved, we will intervene.
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3 years ago
Translation
Paypal told me that the money is usually reversed within a few days and gave me a maximum time frame of 30 days.
To date, according to them, the money has not yet returned, I will still wait for the deadline of 13/09 to have a hopefully positive response from them.
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3 years ago
Thank you, Domenico, for informing us. If there’s no sign of the payment being reversed by October 13, we will intervene.
We would like to ask Nomini Casino team to keep us posted on any news regarding the missing payment. I’m setting the timer for 7 days.
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3 years ago
Good day,
Thank you for reaching out. We will do our best to get to the root of the issue and solve the case.
Please note that from our side the payment was successfully processed to the bank account under the relevant IBAN. Today we have sent the email to the client with the screenshots with the proof of payment. We hope this helps to locate the payment, however, if not, we invite the client to contact us so we could guide them further.
Please let us know if any additional information is needed.
Sincerely,
Nomini
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3 years ago
Translation
It is not true, you asked me this morning via email for my paypal statement, and continue not to reply if the money has returned to your account or not.
Surely the fault of giving an invalid IBAN was mine, but now it seems to me that you are taking advantage of not paying.
Today 100% sure the money is returned to your account, send it to me on the new IBAN
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3 years ago
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Despite my emails yesterday and today they no longer tell me "YES" or "NO" they repeat to me that they want my bank statement but the money is back in their account today.
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3 years ago
Thank you, Nomini Casino team, Domenico, for your replies.
Dear Domenico,
Do I understand correctly that you haven’t yet provided the requested bank statement?
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3 years ago
Translation
The statement must be sent to me pay pal, they could have asked me a month ago and we saved time.
Now they said they can't answer without a bank statement
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3 years ago
Thank you, Domenico, for the reply. I appreciate your frustration, but I’d still like to kindly ask you to follow the given instructions. Could you please advise if you have already requested the statement from PayPal?
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3 years ago
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Yes I asked for it tonight they should send it to me
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3 years ago
Thank you, Domenico. Please let us know once you’ve received the statement or if there's any other news regarding the issue. I’m setting the timer for 7 days.
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3 years ago
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Pay pal was supposed to send the statement on Friday and they didn't send it to me, in the meantime I took screenshots of the movements which is the same thing.
Granted my mistake, we could also come to meet us as I have been waiting for two months and have the screenshots fit
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3 years ago
Thank you, Domenico, for the update. Have you received an explanation from PayPal as to why they did not yet provide you with the statement?
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3 years ago
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Account statements sent to the casino on a regular basis yesterday are awaiting reply
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3 years ago
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I sent a statement of the transactions they asked me a statement sent directly by the bank, which is not possible as paypal is a virtual bank and does not have an account statement
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3 years ago
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I can't send you what I sent them, which is still a full-fledged bank statement showing that I have not received their bank transfer
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3 years ago
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If you can contact them because I have deposited with neosurf which is a prepaid and they want my statement of the card that does not exist and they say that at this point they want to stop verifying the account and I assume also block my account thus canceling the win I trust in you Thank you
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3 years ago
Dear Domenico,
We were informed that you were asked to provide a bank statement from your regular bank account that’s connected to your PayPal account. Could you please advise if there’s a bank account that’s directly connected to your PayPal?
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3 years ago
Translation
No they had asked me for the bank statement of the iban that I had entered to withdraw or that of paypal that I have already provided.
They didn't understand that this was paypal iban
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3 years ago
Thank you, Domenico, for the reply. I believe the casino team is aware that the IBAN you’ve entered when requesting the withdrawal is that of your PayPal account. Please note that there should be a regular bank account or a card connected to it. Please correct me if I’m wrong.
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3 years ago
Translation
Apparently they didn't know! I have turned over the emails so you understand.
I have always deposited with neosurf which is a prepaid card and tried to withdraw with paypal what does my connected card have to do with it?
They have the account statement in pdf format of the paypal movements they do not need anything else
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3 years ago
Thank you, Domenico, for clarifying. Apparently, there was a misunderstanding. We were informed by the casino representative that you were provided with contact details to the company that processed the payment and should be able to help you resolve the issue. Could you please confirm if you received the information?
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3 years ago
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I contacted the company they said, gave them the casino name and here's what they replied that they don't cooperate with them!
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3 years ago
Thank you, Domenico, for informing us.
We would like to ask Nomini Casino team to comment on Domenico’s most recent replies.
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3 years ago
Good day,
We appreciate your patience and cooperation.
We are currently contacting the provider ourselves in order to get to the bottom of the issue. We will let you know as soon as we have an update.
Sincerely,
Nomini
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3 years ago
Translation
Seeee we'll let you know.
And when you give it to me more money, mom me
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3 years ago
Thank you, Nomini Team, for your cooperation. We’ll wait for further updates from you. I’m setting the timer for 7 days.
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3 years ago
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And of course I also wrote to the company I have reported the answers below.
If you of the forum help me to recover the money, I will make a 10% donation. THANK YOU.
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3 years ago
Good day,
We appreciate your patience.
We are glad to inform you that we managed to reach the processing company to revert the transaction. The funds are back on the player’s balance. We kindly ask the player to provide us with the details of their Bank Account via email so we could perform a manual payment. Please note, that we will need an actual Bank Account as we do not have Paypal as an option on our website.
Looking forward to hearing from the player.
Thank you for your cooperation.
Sincerely,
Nomini
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3 years ago
Thank you, Domenico, Nomini Team, for the updates. We’re glad to hear the good news.
Dear Domenico,
I’d like to kindly ask you to follow the casino team’s instructions and keep us posted on any news.
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3 years ago
Dear Domenico,
Has there been any news regarding your withdrawal? I’m extending the timer by 7 days.
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3 years ago
Please note that in case you don’t reply in the set time frame, we will assume that the issue has been successfully resolved.
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3 years ago
Dear all,
As based on the last update from the casino we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.
Thank you, Domenico, for using the Casino Guru complaint resolution center. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
