The player from Italy had requested a withdrawal of €500. The casino claimed the withdrawal was completed, but the funds hadn't been credited to the player's account. The bank confirmed the transaction had been canceled by the sender. The player had been waiting for an explanation for over a week. We verified that the payment had been sent by the casino, but the player's bank held the transfer for internal checks. As the issue then solely involved the player's bank, the complaint was considered resolved.
Nomini Casino - Player’s withdrawal is delayed by the casino.
Amount: €500
Nomini Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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7 months ago
Translation
Good evening, I requested a withdrawal of €500 on 03/20/2024. On 03/21, the withdrawal was listed as completed, but I didn’t see any money credited to my account. Hence, I contacted my bank, who informed me that there was an incoming instant transfer, but it was cancelled by the sender. I've been trying to get my money, but the casino hasn't been cooperative. They've been telling me for over a week that my case has been forwarded to the appropriate department and that I should await a response via email -- a response which I've yet to receive.
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7 months ago
Hello simonecald7,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nomini Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Hi, my account doesn't require verification it says, and I played with real money without bonuses
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7 months ago
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I spoke to the casino today and always the same response, I will receive an email but they never contacted me again
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7 months ago
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And it's not my first withdrawal request, I've made many others but they've never given me so many problems
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7 months ago
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Good evening, there's news, I made another withdrawal of €400 and it was successful, only this one of the €500 has problems
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7 months ago
Thank you simonecald7 for all information provided. I will now forward your complaint to my colleague Jakub (jakub.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello simonecald7,
I am Jakub and from now on, I will be taking care of your complaint.
I would like to invite Nomini Casino's representatives to join this discussion in order to resolve this issue.
Dear Nomini Casino,
Could you please provide an update on the status of the player's withdrawal request?
Best Wishes,
Jakub
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7 months ago
Dear Simone,
Thank you for reaching out.
Please be informed that we sent you proof of payment obtained from the payment provider via email.
In the meantime, your bank statement was sent to be checked one more time.
Best regards,
Nomini.com
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7 months ago
Translation
Yes, you sent the proof of payment, but I repeat, I never received it, as written by my bank it was sent, but it was not credited because it was cancelled.
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7 months ago
Dear Simone,
Thank you for your reply.
Would you be so kind as to contact your bank and provide them with the proof that we sent you, and then get back to us and show their response? Thank you in advance.
Best regards,
Nomini.com
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7 months ago
Dear simonecald7,
As per the casino's instructions, it appears that the only viable option is to heed their advice and reach out to your bank to obtain information regarding this specific transaction. Subsequently, you can either upload the evidence to this thread or send it to my email address (jakub.m@casino.guru).
Thank you in advance for your reply!
Best Regards,
Jakub
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7 months ago
Translation
Good morning, I contacted my bank by telephone, also sending the bank transfer details, they repeat that the bank transfer was canceled by the sender. So they have no request for accreditation. They also told me that a second instant bank transfer was made, which was also canceled by the sender and therefore not successful.
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7 months ago
Good morning everyone,
I want to express my gratitude to simonecald7 for the update. In a situation like this where we're faced with a 'word against word' scenario, having physical evidence becomes crucial for making informed decisions.
Given the circumstances, I kindly request Nomini Casino to provide the latest proof of payment. If feasible, please upload the evidence to this thread or send it directly to my email address (jakub.m@casino.guru). Additionally, I would appreciate any insights into why these transactions have been cancelled.
Thank you in advance for your prompt attention to this matter.
Best Regards,
Jakub
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6 months ago
Dear Jakub,
Thank you for message.
Please be informed that we sent you an email to jakub.m@casino.guru.
Best regards,
Nomini.com
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6 months ago
Dear Nomini Casino,
Thank you for providing the evidence confirming that the payment was issued on March 21st, as previously stated.
Hello simonecald7,
Do you have any updates regarding this case? Have you already received your funds?
Best Regards,
Jakub
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6 months ago
Translation
Good morning, I will directly copy and paste the message the bank sent me:
(we have evidence of a transfer of €500 from Inpay which was cancelled, the operation was therefore not successful. We invite the payer to check with their bank and possibly repeat the operation, the receipt of the transfer will not be it was successful, therefore since it was instant it was cancelled, therefore the credit was not received. We invite you to check with the payer)
If needed I can send photos of the chat
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6 months ago
Hello again simonecald7,
Thank you for your reply. Certainly! If possible, please provide screenshots or any other evidence that could help us better understand this issue.
Dear Nomini Casino,
Could you please check with your payment provider if this particular payment actually went through and wasn't cancelled on it's way?
Thank you!
Jakub
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6 months ago
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I sent you the photo by email, since I can't upload it here
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6 months ago
Yes, I've received the screenshot you sent, and thank you for providing it.
However, I need to inform you that the screenshot alone could not be considered a trustworthy proof. To consider this evidence, we would require an officially issued document from your bank confirming that the payment was indeed cancelled by the payer.
Thank you for your understanding.
Jakub
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6 months ago
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Hi, so my bank told me via chat that it doesn't have this type of documentation, my bank said that I can send the list of account movements as proof of the failure to credit the transfer, which for them appears as no movement
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6 months ago
Dear simonecald7,
I kindly remind you that the casino has confirmed the payment has been successfully sent to your bank account. Thus far, we have not received any evidence from you indicating non-receipt of the funds. We would greatly appreciate it if you could provide us with your bank statement, covering the period from the withdrawal date until now. This will allow us to thoroughly review all incoming transactions and amounts. Please send the statement to my email (jakub.m@casino.guru) at your earliest convenience.
Thank you for your cooperation.
Best Regards,
Jakub
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6 months ago
Dear simonecald7,
Thank you for providing additional information. However, at this juncture, the evidence presented remains insufficient for us to reach a decision. While the bank statement you've submitted indicates transactions made in March, it's plausible that the funds were credited to your bank account in April. Additionally, the document itself lacks trustworthiness, having been processed through the CamScanner App, which could potentially allow for alterations.
Would you kindly consider providing an original PDF document generated directly from your bank app, covering the period from March 20th until the present date (or the latest possible date)? If such a document is not readily available within your app, I recommend reaching out to your bank for assistance in obtaining it.
Given that you've previously received withdrawals to the same account, it's reasonable to assume that there are no issues with your banking data or connection. It's important to note that the casino has provided proof of payment. Therefore, I must inform you that if you do not provide sufficient evidence to support your complaint, it will unfortunately be rejected.
Jakub
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6 months ago
Translation
Ok I ask my bank to provide me with the bank statement from March 20th to today.
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6 months ago
Dear simonecald7,
Thank you for providing the document. I highly advise sending this bank statement to the casino as well.
Dear Nomini Casino,
Upon reviewing the provided bank statement, there doesn't appear to be an incoming transaction from your casino. Could you please verify whether the payment has been completed successfully on your end?
Thank you in advance!
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6 months ago
Dear Customer,
Would you be so kind as to provide us with the bank statement that you sent to the forum representative via email? Thank you in advance.
Best regards,
Nomini.com
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6 months ago
Translation
Sorry, now the casino asked me to send them another statement with the IBAN, I pay for all these bank statements to get them to me
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6 months ago
Dear simonecald7,
I understand your concerns, but in this matter, I must align with the casino's perspective. The bank statement you provided lacks essential identification data, such as the IBAN. Throughout my experience, I've encountered numerous bank statements, none of which solely comprised the account owner's name and transaction history. From the outset, the evidence provided has been insufficient, including the phone call with bank customer support and the WhatsApp chat, the legitimacy of which couldn't be verified or even considered.
Please adhere to the casino's requirements and furnish the appropriate bank statement. This will enable us to delve deeper into investigating when, where, and why this issue arose and strategize on achieving a successful resolution.
Please be advised that failure to provide adequate evidence may result in the rejection of this complaint on the grounds of insufficient evidence from your end.
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6 months ago
Translation
Yes, I requested it from my bank another time, but the problem lies in the fact that for each statement I ask for, they take away €1.77 which, given that I have already requested 3, already amounts to €5.31 in statements alone. However I just requested it, the time the bank sends it to me and I send it directly to the casino. I also sent it here for information, because I want this story to end.
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6 months ago
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Then sorry, how can the official chat of the bank be insufficient evidence? It is always legally valid proof. 
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6 months ago
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However, leaving aside this fact, I haven't received the bank transfer yet, I'm doing everything I can just to get what I'm entitled to, as soon as I have the bank statement I'll send it. I'll start by saying that it will take a few days I think since I sent the request yesterday and it takes at least 2 working days to process it so I hope to have it by today, if it doesn't have to be like this I will send it between Monday and Tuesday.
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6 months ago
Dear simonecald7,
Thank you for providing the new document. Please, send it to Nomini Casino as well.
Dear Nomini Casino,
Have you encountered a similar issue before? Do you have any insights into why a payment might be cancelled, especially when previous withdrawals for the same player have been processed smoothly?
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6 months ago
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So the casino now wants another document from the 21st, I have sent all the evidence showing that only this withdrawal was unsuccessful. I've been waiting for more than a month now, the credit has never happened and every time you ask for more and more proof. I sent everything I have, if I ask for another extract it's more money that I spend without ever receiving it.
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6 months ago
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I sent that document at the beginning, my hype bank is not a traditional bank, I pay everything I ask for. It has a support chat which is official. There was only a problem with this transfer. All other withdrawals have arrived. Make another bank transfer and end of story. If it had arrived I wouldn't write to you
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6 months ago
Dear Customer,
The withdrawal request was processed on 21.03.2024, and you provided us with a bank statement which begins on 22.03.2024.
In order for the provider to assist us, we need to see the bank statement which begins at 21.03.2024. We appreciate your cooperation.
Best regards,
Nomini.com
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6 months ago
Translation
I am sending you the photo of the movements of March 21st. I can't take this mess anymore to get my money.
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5 months ago
Hello everyone,
Are there any updates regarding this case?
Dear simonecald7,
Have you already sent the required bank statement to the casino? Did you receive any reply?
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5 months ago
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So, I have sent everything, now I will be the one to give a maximum time, if I don't receive my bank transfer within 7 days I will take legal action.
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5 months ago
Hello simonecald7,
Thank you for your response.
Dear Nomini Casino,
Could you please provide an update on the situation? Have you already reviewed the documents provided by the player?
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5 months ago
Dear all,
Please be informed that we require a proper bank statement that starts from 21.03.2024 and has the account number visible. Unfortunately, a screenshot is not sufficient.
Best regards,
Nomini.com
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5 months ago
Dear simonecald7,
Have you already provided the casino with the proper bank statement?
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5 months ago
Translation
Good morning, there is an implication at the moment, my bank has been holding the transfer for over a month for "internal checks". I discovered this through a letter sent by my lawyer to the bank.
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5 months ago
Dear simonecald7,
Thank you for providing this valuable update regarding your complaint. Since the issue now solely involves your bank and your bank account, with Nomini Casino no longer being a part of it, I consider this complaint RESOLVED. The funds have been provably transferred by the casino to your bank account. As a result, there is no further assistance required from our side. I wish you a smooth and successful processing of the payment by your bank.
Thank you for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Jakub
