The player from Germany is experiencing difficulties withdrawing his winnings. After some time, the player was able to receive all his withdrawals with the cooperation of the casino. The complaint is now resolved.
Nomini Casino - Player’s withdrawals have been cancelled.
Amount: €4,094
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
Hello Guru Team,
I ask you for your help, since last week I've been trying to pay out money.
On three different days of € 500 each (limit).
These will then be canceled without comment.
the customer chat meant technical problems.
Then 3 payouts made again, canceled again due to system updates.
Now I am asked to verify again.
However, this already happened in May, after which profits were paid out with at that time.
Only this time my payouts will simply be canceled despite the assurance given by the chat.
Can you help?
Automatic translation:
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3 years ago
Dear Niklas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Have you accumulated your winnings with or without an active bonus? Have you been offered any alternative payment method to receive your winnings?
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence.
We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello,
no, only transfer was used for the deposit and no bonus was claimed.
A payout was already possible in May, but now there are only these cancellations for no reason.
or I am only told technical problem and system updates.
I submitted my verification documents again at the same time, maybe they just got lost.
Automatic translation:
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3 years ago
Thank you, Niklas, for your reply. Do I understand correctly that an additional verification has been requested? Was it completed already?
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3 years ago
Translation
I was asked to re-verify my account. I followed this one.
Payment has not yet been made.
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3 years ago
Thank you very much, Niklas, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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
Hello Niklas!
From now on, I will take care of your complaint. I would like to invite Nomini Casino's representatives into this conversation in order to provide us with an explanation of the issue.
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3 years ago
Translation
The first transfer of € 500 has been processed.
The total "value in dispute" is currently 4400 € (including the 500 €) I would therefore keep the case on "open" for the time being.
I'll get in touch again to find out how it will continue!
maybe it was really related to the re-verifications or your contribution, it remains exciting 🙂
Edited
Automatic translation:
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3 years ago
Dear all,
Thank you for reaching out.
We highly value the feedback from our players and we will do our best to improve our service further.We would like to note that the verification of the client’s account is currently in progress and we will notify them directly as soon as we have an update.Nevertheless, we are doing our best to process the withdrawals as fast as possible in the meantime. We confirm that the most recent payment was made yesterday and we invite the player to contact our Support Team if they wish to get schedule for next payments.We hope this clarifies the matter.
Please feel free to contact us in case of further questions.
Sincerely,
Nomini
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3 years ago
Translation
Many thanks to Martin and the casino representative.
the second payment has now been made,
a second verification measure was requested by email, but it was not a problem for me and was legitimate.
I would like to let the topic rest for 1-2 weeks, due to the limit of € 500 per day and 3 days processing time, this will still take a little time.
many thanks to all parties for the time being
When everything has been paid out in the final, I'll get in touch again.
But probably this was really a mistake in the verification process.
Edited
Automatic translation:
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3 years ago
Hello Niklas!
I am glad to see that there is a positive development with your withdrawals. I will set the timer for 7 days and meanwhile you can inform us further.
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3 years ago
Translation
Hello,
my last payout was pending forever because the transfer provider was changed. I then canceled this.
currently € 2,400 is still open.
3 pending (but not yet 3 days old, the deadline).
If all goes well, it should be done next week.
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3 years ago
Dear Niklas,
I will extend the timer for another 7 days and hopefully we will be able to close this complaint as resolved next week at last.
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3 years ago
Translation
Further payments have been made.
900 € are open.
It's slow and often 3-5 days between transfers, but things are progressing. 🙂
After verifying the multiple, there were no more cancellations apart from processing times of up to 5 days.
I will speak up again when the 900 € are there.
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3 years ago
Translation
Hi, everyone,
all payouts have been made.
The topic can be closed or deleted.
The error in the verification process was probably the main reason for the whole problem.
Thanks and Regards
Niklas Schneider
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3 years ago
Hello Niklas!
Thank you for sharing the good news with us! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
