The player from Italy had a completed withdrawal from August 28, 2024, but had not received the funds. Despite a month of communication with support, there was still no resolution, and support was no longer responding. The issue was resolved after the Complaints Team contacted the casino, which clarified that the transaction was not a withdrawal but a removal of excess bonus winnings. The player was informed about the maximum amount that could be credited from the bonus, leading to a resolution of the complaint.
Nomini Casino - Player's withdrawal is delayed.
Amount: ??
Nomini Casino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I made a withdrawal on August 28, 2024. It shows as completed, but I haven't received the funds. I've been talking to support for a month without resolution. Now they are no longer responding.
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2 months ago
Dear igullifc,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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2 months ago
Translation
- Yes, all affirmative. I also had many email exchanges with customer support where they told me that my case was under observation now no one answers anymore. If possible I would send you everything. Also now they advised to contact my bank too. I did this too
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2 months ago
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Good morning, I wanted to know if there is any news on my case. 🤞
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2 months ago
Thank you for your reply, igullifc. Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 months ago
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Yes, the payment method is always the same. By credit card. The same one used to make payments. I send the conversations I had with customer support by email. There are many
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2 months ago
Thank you very much, igullifc, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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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2 months ago
Translation
Thanks kristina. I hope we can find a solution. I think they credited my winnings to another player.. I can't think of anything else. But I won the money 😡😡😡😭😭😭
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2 months ago
Hello there,
Thank you igullifc for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Nomini Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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2 months ago
Translation
Ok I hope they give you an answer since they haven't said anything else to me
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2 months ago
Dear igullifc,
We would like to kindly inform you that the reported transaction is not a withdrawal.
You received higher bonus winnings than you should receive and for this reason the sum was removed.
The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount.
For example: The maximum amount to be credited in the real balance from a 10EUR bonus will be 50EUR.
Thank you for your cooperation.
Kind Regards,
Nomini Team
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2 months ago
Translation
Thank you so much for the assistance you provided me. At this point I am really sorry that the assistance of Nomini Casino is not very serious. They could have explained to me directly and immediately what happened. Thank you for helping me
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2 months ago
Dear igullifc,
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,
Peter
