Nomini Casino - Player’s withdrawals have been delayed.

Ich habe bei nomini 4000 € gewonnen. Diese auf 2 Auszahlungen a 2000 € aufs Konto ausgezahlt.

mittlerweile ist es 2 Wochen her und die Auszahlungen sind noch nicht mal bearbeitet. Ich könnte sie sogar noch stornieren.

Im Chat wird man vertröstet und auch mit Standard Antworten abgespeist. Unhöflich sind sie auch noch. Ich habe mittlerweile so meine Zweifel ob ich mein Geld sehen werde. Eine Verifizierung war bisher auch noch nicht nötig…

Dear Dominik,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please advise if you have been informed about any documents required for the account verification? I am sure that KYC verification will be necessary for such an amount. Have you received any winnings from this casino in the past?

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hallo Petronella, leider wurden von mir keine Dokumente zum verifizieren angefordert. Im Chat selbst Habe ich gefragt ob welche Dokumente denn benötigt werden für eine Verifizierung. Man sagte mir eine Verifizierung ist nicht nötig.

Thank you very much, Dominik, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi Dominik,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Nomini Casino to the conversation to participate in the resolution of this complaint.

Dear all,

Thank you for reaching out!

We would like to express our apologies for the delay with the withdrawal. We confirm that the payout of 2,000 EUR was processed from our side today and the next payout will be also prioritized.

Rest assured that we strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience caused!

Should you have any other questions, please, do not hesitate to contact us in the live chat or via email.

Best wishes,

Nomini.com

Thank you Nomini Casino team for your reply.

Dear Dominik,

Please let me know when you receive your funds in full.

Hallo, das Geld ist mittlerweile eingegangen. Vielen Dank !

Thank you Dominik for the update.

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter