Nomini Casino - Player seeks refund and closure after bonus issue.

Good morning,

I have a big problem with this casino.

When I saw the welcome bonus on your site, I signed up.

Before depositing I went into the chat and asked all the questions regarding the welcome bonus to make sure it would be right for me.

Otherwise I wouldn't file.

The agent knew it.

Because I never try a site without taking the welcome bonus.

Since the bonus conditions suited me, I went to make a deposit.

Only on their site, you must first make the deposit and then take the welcome bonus.

Which surprised me, because I'm used to the opposite: first validate your bonus and then make the payment.

I then understood why...

Once the payment is made, I choose the welcome bonus but it does not start!

So I go back into the chat thinking that he was going to put it in manually for me.

The chat person tells me: "sorry there is no welcome bonus" (??).

Whereas just before making my deposit I was in the chat asking him a whole bunch of questions about this welcome bonus to which he answered me!

(I kept all the exchanges with the agent).

I tell him that I don't understand, that if there was no welcome bonus I would not have made a deposit, nor would I have registered with them!

he tells me that it is a decision of the department service... (??).

I tell him I want to be reimbursed immediately.

He tells me that there is no problem, but that I have to send an email.

Which I did immediately!

The response at first was that they wanted me to play my deposit anyway, which I refused!

I just ask to be refunded and then close this account!

So they asked me for my information (id and email).

what I provided them.

The next day they told me they couldn't find me.

and ask me again for the same information.

I log into my account and give them a screen to show them that this is the right information!

Today they send me an email again telling me that they can't find me etc. and asking me the same thing again!

I go back to my Casino account, I manage to log in and suddenly I find myself ejected from my account!

I understood that they were just making fun of me for not reimbursing me..

I just ask that they refund me and close this account!

I read the player reviews and I understand better why they are so bad.

This is the first time that I registered at a casino to take the welcome bonus and that it was refused to me as soon as I registered!

I hope you will be able to help me.

I thank you in advance.

Dear Linne,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nomini Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly there was no gaming activity whatsoever on your casino account?
• Could you please share your communication with the casino support regarding your refund? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good morning,

exactly, I didn't have time to play at their place.

So apart from my deposit nothing else..

Exchanges with the cat (they are in French):

I come back to the chat not finding where to select this bonus

I will send you the rest of the exchanges which took place by email to your email address

I have just forwarded all email exchanges to you.

thanks

Dear Linne,

Thanks for your emails,

It appears the support you contacted in the matter was to a different casino. Have you reached out to support@nomini.com regarding your refund as well? With what result?

Please let me know.

no it's exactly the same. It's just the address that adjusts depending on the country.

I just checked I can log into my account again.

I put here connections from different countries.

Example directly from your site:

whatever the country, my account is there!

But have you looked at the email exchanges with the casino (financial department) that I sent you?

That's what counts most.

could you invite them to join the complaint please that they reimburse me.

thanks

Thank you very much, Linne, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thanks Thomas.

I don't hide the fact that I'm starting to find it taking a really long time for something that the casino had to do immediately after my email... and that it doesn't

Hello, Linne,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Nomini Casino team,

Could you please explain the player's situation in more detail? Provided that the complaint was submitted with the correct casino and everything is true, especially that the user deposited only to take a bonus, and there was no breach of other of the casino's Terms and Conditions, would the casino be able to simply refund the disputed/unused deposit?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence? Is there a justified reason for withholding her unused deposit?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello.

Thank you.

So this is indeed the right casino. I don't really understand this part.

Because to show you I connected to different countries on this casino, by posting you the different screens!

it's just the address that adjusts according to the country.

I repeat, I clicked on your link in Guru.

Try it with a VPN, change the countries and you will understand.

Also I don't understand your sentence "provided that the player has not broken the rules of the casino etc..."

You have all the discussions with the chat + all the email exchanges!

we can't do better as proof!

I repeat I have NEVER played in this casino, I had just registered when I saw the welcome bonus.

so I don't see how we could break a rule...

You have the screens of the exchanges, posted above and all those with the support that I sent you by email..

Which makes it a little difficult for me to understand your post.

I would now like to recover my deposit, it's starting to be really long

Bonne s****e

Re example that I have already done above. By clicking directly on your link, for FR it is this address that is automatically put!

With my account and my 50e which are still there.. (see screen opposite).

I advise you to try it yourself with a vpn, put it on France, click on your link in Guru..

And when I read the summary you made in the title I wonder if you understood correctly..?

"Despite confirming eligibility before depositing, she finds that the bonus does not activate and is met with repeated requests for verification information. Frustrated by being locked out of her account and unable to obtain a refund.."

I was NEVER asked for verifications!

Reread the exchanges I posted with the chat.

I was simply told that they no longer had a welcome bonus, that they no longer did it and then that it was a departmental decision. (read the exchanges with the chat screen above).

But it is not about me, since I have never played there, and that it had been 2 minutes since I registered.

So I was never asked for any documents!

"the departmental decision" he is talking about is for them, not for me, I don't know this casino, they don't know me.

You have the screenshots above with the chat, thank you for reading them.

Also I still have access to the account as I said.

My account is not blocked!

I have just posted the screenshot of my account again.

Could you please look at and reread everything I told you and sent you.

To understand my problem.

The summary is not good then.

Good evening

Dear Linne,

Thank you for your replies. However, I cannot find anything new or relevant to the case there.

1. The summary is generated by our system based on your first post, upon submitting/publishing the complaint. So, I recommend you go through your posts and consider whether they really did not include information stated in the summary...
2. Although it is completely irrelevant until the case is closed, I updated the summary.
3. From anything you provided, (for example) it is impossible to find out whether you could have had a casino account at Nomini Casino in the past and possibly used a bonus with it. Therefore, I formulated my questions directed to the casino in a conditional way (using words like "if" or "provided that"). If they find your account, they will inform us what they found out, and the instructions for a refund.

Let's wait for the casino's response and clarification.

Thank you for your patience and understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Thank you for reaching out to us.

Please be informed, that the customer is excluded from receiving any promotion offers by the decision of our Administration.

7.3 We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

We closed the customer's account on her request and forwarded her request for refund of the deposit to the relevant department and will reply back with an update as soon as possible.

Kind regards,

Nomini team

Thank you very much for the update and confirmation, Nomini team.

Dear Linne,

So, the relevant casino department is still working on your refund request, which is a good sign. It should be a matter of time before the casino contacts you.

Can you inform us if the casino has already contacted you and whether you were informed about the current status of the refund?

hello Branislav,

If I had had an account with them in the past I would obviously have told you.

As I pointed out, it's a casino that I didn't know.

I had only just registered. And The only thing they asked me from the beginning was my email address and ID, repeatedly... (the email exchanges I sent to you). I spent my time sending them, especially since I respond with this same email address..

Nothing else. Until I got fed up and filed this complaint. Without you, there would be no way out...

Yes Branislav, my account was closed yesterday just before the financial department asked me for details of my information (bank etc.).

Which I submitted yesterday...

Today I'm being asked for them again (exactly the same email), but this time it's nomini support..

So I sent everything again.

I would still have preferred it to be closed after receiving the refund.

So please refund me.

As soon as I received the refund of my deposit I will come and tell you.

In the meantime please leave it open until I receive anything.

Thank you for your help

Nomini Casino

Also I would like to understand what is this email address that your agent Jordi gave me in the chat the first time? (screen posted at the top with the exchanges from your chat support). Which I put back here.

I find it very strange...(support@fatpirate.com)

Thank you for your response and the update, Linne. It is good to see that things finally moved somewhere.

Maybe you do not have enough insight, but there are different kinds of players, and you can trust me - many of them do not tell us the truth, especially ones that create more than one account at online casinos to gain an unfair advantage or abuse something at casinos. However, these are the things that we cannot find out without details requested from casinos during investigations. Therefore, we have to count on all options. I believe you understand that. I am sincerely sorry if you took it personally. As I mentioned, I tried to formulate my questions directed to the casino in a way that should not indicate any premature conclusions.

As for the incorrect email you received from the live chat representative - although it seems like it was the main problem causing the delay from the beginning, and he made a mistake, the casino representative who replies here, in the thread, would hardly provide you with an explanation. They have nothing to do with the casino's live chat. We know that live chat representatives are not always completely competent, and also, they are humans, and nobody is perfect. An error may occur occasionally. The most important is that someone is already working to process your refund.

At this point, I sincerely believe it should only be a matter of time before the payment comes to you. So, of course, I will keep this complaint open pending your confirmation of a successful refund or an update.

Please let us know as soon as you receive the payment.

I completely understand that players can tell you anything (just like casinos also lie...), but from the moment you were provided with all the evidence, I admit I had a little difficulty understanding.

And above all, before doubting, I think it is important to trust, as was the case during my first complaint and only complaint where I was magnificently supported and defended by your colleague.

Support and trust in those cases where we are totally helpless are very important.

I will therefore add, not knowing this casino at all, nor those of this same "house", the excuse: "it's a decision of the departmental service" is totally incredible and very practical...

Since they don't know me at all!

The agent had clearly said, at the start, that they no longer offered a welcome bonus.

Also for the email address the agent gave me, I'm sorry, but this agent is part of the casino as well as those who respond here, and I need to know.

The address being very strange...

That said, it takes a long time for a simple refund...

Alright, Linne. Let's ask the casino representative. Also, please let us know once you receive a payment.

Dear Nomini team,

Can you please look at the user's second post added here on September 12, 2024, and explain somehow the incorrect information provided by the casino's live chat representative?

Dear Linne,

Please be informed, that your refund payment in amount of 50 EUR was processed from our side yesterday (16/09) via payment details you had provided earlier. Let us know if you've received it.

Kind regards,

Nomini team

Thank you for the confirmation and update, Nomini team.

We are waiting for your confirmation, Linne.

As for the incorrect email provided by the live chat representative, it is very likely it was only a mistake, a human error, as I mentioned. It would not change the result of this complaint anyway. Obviously, the casino representative will not provide you with any other details. To be honest, I am not sure what would you expect as an explanation or what was the purpose of that question.

Let's finally close it somehow rationally, please.

A simple email address error??

So I'm going to explain to you why having an answer is so important!

And I would have preferred if you supported an answer, if player safety comes first to you.

When you receive an email address called a "big hacker" that asks you for a whole bunch of personal information, you might have some big questions about the validity of this email address!

And the seriousness of this casino!

Which adds to the questioning of why their welcome bonus is asked AFTER having made a deposit (we quickly understand the reason afterwards) does not exist. By pushing you by email to play without a bonus.

The email exchanges I have had are lunar..

And we receive no response to the support email address registered on the site! Fighting to be reimbursed and closed this account, with this very dubious email address that we give you.

Yes, there are reasons to ask questions.

And you're right about one thing, I wasn't expecting any answers on this question.

This non-answer is quite enough for me.

Reimbursement finally received thank you for all this totally unnecessary stress, too bad you have to go through Guru to be reimbursed!

(and thank you for posting my answer which takes me time each time to translate)

Thanks to Guru.

What great news, Linne!

I know, and I understand your point and concerns. However, fortunately, at least they only requested you for a refund request with the incorrect email address and not any personal details or payment method details. And, everything ended well.

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.

Thank you too, Nomini Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru