The player from Germany had been experiencing issues with making withdrawals amounting to 2000€. He still had a remaining balance of 21,000€ which he wished to withdraw. The player had made deposits using a friend's bank account, which was against the casino's rules. Upon discovering this, the casino had requested the player to verify his account using his friend's bank details, which the player was unable to do. The casino then blocked the player's account, preventing him from making any withdrawals. The player had reached out to the Complaints Team for help, but they were unable to assist as the player had breached the casino's rules by depositing with a payment method that didn't belong to him. The complaint was subsequently rejected.
Nomini Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €23,000
Nomini Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I have paid out €1,000, €700 since August 27th, 2023, and €300. None of these withdrawals are in my account yet and I still have over 21,000 in credit and would like to pay it all out and have the live chat and also support contacted several times by email and they told me to verify myself but I have been verifying myself for ages and it also says on the website that everything is already verified and no verification is required.
Ask for help from them.
Best regards
Felix ****
Edited by a Casino Guru admin
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1 year ago
Dear DorOeler,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
When the casino support advised you to verify your account, have they asked for specific documents?
Do I understand correctly your withdrawal requests appear as complete in the casino system, but you haven't received the money in your bank account?
Have you requested for new withdrawal of your winnings?
Looking forward to hearing from you.
Best regards,
Tomas
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1 year ago
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Hello
I have 3 payouts pending from 8/27/2023
1000€
700€
300€
and still have €21,000 credit.
which I would also like to pay out gradually.
I'm supposed to upload a picture of my ID to the website using the DVS verification platform, but that's not possible because "Verification" says that no verification is required, so my account is already verified.
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1 year ago
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Hello, this is Félix
Yesterday I received an email from nomini that I can now verify myself.
But there was another account number there, namely that of a friend.
Because I deposited through his account 1 or 2 times.
I don't understand why you left the account number?
I immediately wrote to support that it was not my account number. And mine stated there.
I hope they edit this now.
I also withdrew all deposits for now.
and wait for my verification to complete.
maybe you can give me some advice.
Thank you
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1 year ago
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Hello dear team
I haven't heard a response from support from nomini for 2 days?
What should I do now?
Felix
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1 year ago
Thanks for your patience.
Do I understand correctly you deposited with a friend's bank account or a debit/credit card in the casino?
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1 year ago
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Yes, I gave him the money in cash because I had nothing left in my account and we paid it in from his account.
And now I'm supposed to verify myself with his account details, which obviously isn't possible.
I also reported all this to support.
The savings bank wasn't a credit card
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1 year ago
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I sent this to Nomini but you don't change anything.
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1 year ago
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I ask you not to publish your most recent personal information
Thanks
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1 year ago
Thanks for your confirmation.
I checked the casino's terms and conditions and found this: https://nomini.com/de/rules
Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
I'll await your reply.
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1 year ago
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Hello
They can check how much money I deposited from my account and that was a lot.
and now I get nothing?
Do I understand this in the right manner?
Isn't there a way to verify my account?
Or another option, maybe you can help me?
Felix
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1 year ago
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Can you at least get your deposits back at Nomini?
I invested so much and once you win something it doesn't work.
It's also strange that it wasn't pointed out that you can't deposit with another account. You can apparently always deposit there.
There are no problems with any of my other friends either. I have already paid in and there have been zero problems with the withdrawal.
The sum is probably too high for my payout.
Maybe there is a solution because I think it's really unfair.
Above all, I can't use my account at all.
I don't get a message on mine
I find emails unbelievable.
Felix
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1 year ago
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Why aren't you informed that you can't deposit from another account?
You will with other providers too.
That's kind of strange - deposits always work.
I can only hope that you find a solution.
I actually enjoyed playing at Nomini but this just really annoys me now.
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1 year ago
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Then emails like this come and I don't even know what to think about them
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1 year ago
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You can certainly see at Nomini when and how much I have deposited from my account.
That was several thousand.
My account still exists but I can't do anything or change anything there.
You can't even get into the live chat.
I really hope that you will find a solution.
Felix
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1 year ago
I am sorry but depositing with exclusively your funds is the one rule you should never break while playing in an online casino.
When a casino discovers during verification that you deposited money that does not belong to you, you'll get in trouble. In such cases, the casino has the right to invalidate your winnings.
Could you please explain if the winnings come from a deposit you made from a deposit method that belongs to you?
I'll await your reply.
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1 year ago
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Hello
I am sending my last deposits attached so that I won the money.
I really hope that you will find a solution.
Best regards
Felix
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1 year ago
Dear DorOeler,
I am sorry but we won't be able to help.
By depositing with a payment method that doesn't belong to you, you breached the casino rules and in this situation, our hands are tied.
Be sure to deposit exclusively with your payment method and use accurate personal information so that you can pass verification in online casinos without issues.
Due to the reasons mentioned above, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
