The player from Austria had encountered difficulties with account verification at Nomini Casino. Despite having provided the required proof of identity and transaction history, the casino had kept requesting for the transaction history. The situation was further complicated when the player was unable to log in to his account to upload additional documents requested by the casino. After a series of correspondences, the casino had eventually closed the player's account, citing failure to provide necessary documentation within the stipulated timeframe according to their terms and conditions. However, the player had contested this decision, stating that his account was blocked before the deadline. Upon independent review of the documents by the Complaints Team, it had been determined that the documents had signs of modification. As a result, the Complaints Team had agreed with the casino's decision to keep the player's account closed due to failed verification.
Nomini Casino - Player struggling with repeated request for transaction history.
Amount: €34,478
Nomini Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Hello Casino Guru,
I hope you can help me with my issue.
Nomini is currently asking me for a verification.
The following is required:
- Proof of identity
- Transaction history
I have already uploaded both and my proof of identity has been verified but my transaction history hasn't yet.
I have uploaded dozens of documents as transaction history.
And I always get the answer that I should upload this again and I should "Non modified means should be nothing covered , deleted and it must be in a pdf file please"
But I have already uploaded my Electrum transactions for the period 01.11.2023 - 30.11.2023. (Which were requested by Nomini).
And I haven't blacked out any transactions or cut anything off.
I'm a bit at a loss for what to do now and I hope you can help me.
Best regards, Oskar
Dear IEMPlayer,
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 the deposits you made to the casino using this payment method were made in November 2023 exclusively?
- Have you deposited with any other payment method?
- Could you please forward the responses you received from the casino regarding the issue to my email at tomas@casino.guru?
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
Hello Casino Guru,
related to your questions:
- Do I understand correctly that the deposits you made to the casino using this payment method were made exclusively in November 2023?
- Did you deposit using another payment method?
- Could you please forward the answers you received from the casino regarding this issue to my email address? tomas@casino.guru ?
-------------------------------------------------- -------------------------------------------------- --------------------------------
- No, my first deposit at the casino was on July 28th, 2023. The other one after that was in November 2023
(I can forward the transaction receipt to you via email as a screenshot or PDF).
- No, I always deposited using the same method (LTC).
- I received the answers from the casino in the live chat. I can request the chat script there if you would like it. But as already mentioned above, I was told not to edit or black out anything, and another live chat employee said the account is immediately verified when I send the "hash code" from my Electrum wallet or the transaction. I did this too, but simply ignored it.
In any case, I would like to thank you for reviewing my case so quickly.
LG Oskar
Thank you very much, IEMPlayer, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.
Hi IEMPlayer,
I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Nomini Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the documents the player provided to verify their transaction history have not been accepted?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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 customer,
Please be informed, that, as we see, you have provided the transaction history in the .png format, while we have requested the files to be in .pdf format.
We kindly ask you to upload the transaction history in accordance with the requirements stated above.
Thank you in advance.
Best regards,
Nomini Customer Support
Hello Nomini Casino,
I took screenshots because they were requested and I already told you that I use Electrum. There is no PDF option.
LG Oskar
Dear customer,
Thank you for providing the explanation. We have accepted your transaction history.
Please be informed, that we requested two more documents:
- A proof of address document
- A selfie with ID against the background of the website
We are awaiting your return.
Sincerely,
Nomini Team
Thank you for your reply, Nomini Casino.
Dear IEMPlayer, please, let us know as soon as you upload the requested documents so that the casino can proceed with the verification of your account.
Hello Nomini Casino,
Since you have accepted my transaction history and all my other documents have been accepted, I unfortunately do not understand why you want documents from me again.
It seems to me as if you deliberately want to prolong the verification process of my account (as with the transaction history example, which was now accepted > strangely) so that I might not make a withdrawal or would rather gamble away the money on your site should?
LG Oskar
Dear IEMPlayer, have you previously uploaded the documents the casino asked you for (proof of address and a selfie with your ID)?
Hello Casino Guru,
Do you mean the documents that I uploaded several times back then and which have already been verified?
LG Oskar
Dear IEMPlayer, I meant proof of address and a selfie with your ID, which the casino requested in its last message.
Hello Casino Guru,
No, I haven't uploaded the ones requested by the last request yet.
I would still like an explanation to my above message to Nomini please.
I will get around to sending the additional documents to Nomini next week.
LG Oskar
Thank you for specifying this, IEMPlayer. I'd recommend you upload the requested files as soon as possible because the casino seems unable to move forward with verifying your account without these documents.
I hope you have any valid documents that can be used as proof of address? Please, make sure you upload only original (not edited) documents or photos that aren't cropped and where all details are clearly visible.
As for your question, these documents are usually a standard part of KYC checks in most online casinos, and licensed casinos should comply with different regulations and AML policies therefore they approach such issues with all due responsibility and request the documents as mentioned earlier from players.
Hello CasinoGuru,
I understand that there is a KYC and that it makes sense. But do you also understand my point of view that I described above, with processes dragging out etc.?
But no problem. I will upload my documents as soon as I get home.
After that, my account will hopefully be verified and nothing "new" will be requested again, dragging out the process.
I will inform you as soon as I have uploaded the new documents to my profile.
LG Oskar
Hello Nomini Team,
I have a problem because I can't upload my documents in my profile.
The reason is I can't log in, could you please check this.
That would be nice.
LG Oskar
Hello CasinoGuru,
Could you give me an email address to which I can send my documents?
LG Oskar
Dear Customer,
You can send the documents to support@nomini.com.
Best regards,
Nomini.com
Dear IEMPlayer, let us know as soon as you send the documents so that the casino can finally proceed with your account verification.
Hello CasinoGuru,
Hello Nomini Team,
the documents were sent to the email address mentioned above.
LG Oskar
Dear Nomini Casino, please let us know if you have already received the requested documents and if there's any progress in the verification of the player's account.
Dear all,
We are currently in the process of reviewing the documents of the customer.
We will let you know when we have more updates.
Thank you for your patience.
Sincerely,
Nomini Administration
Dear all,
We have analyzed the situation once again, and would like to inform you that the customer's account was closed in accordance with the following point of the Terms and Conditions of the website:
6.6.4 We reserve the right to withhold any refund or reverse transaction until the identity of the Player Account User is adequately established to our satisfaction. You agree to provide, in case We demand, your Identity Document (Passport, Driving Licence, Identity Card) and any Proof of Address you may provide (Utility Bill, Bank Statement, Rental Agreement etc.),also, Verification of your Payment Method Ownership may be required. If such documentation is not provided within thirty (30) days of our request, then such refund or reverse transaction shall not be effected, Your Player Account shall be closed and You shall forfeit all funds in Your Player Account, such decision shall be final, binding and not subject to appeal.
Given that the documents were requested on 12.03 and were not provided until 15.04, the decision was taken in accordance with the above article of T&C. The verification of the customer is considered failed.
We appreciate your understanding.
Sincerely,
Nomini team
Dear Nomini Casino, thank you for your reply.
I'd like to get more clarification on a few things:
- It looks like you requested additional documentation on 13.3.2024 (not 12.3.), and the player informed us here about the intentions to upload the documents on 10.4.2024, however, they couldn't log in to their account and asked where to send the documents instead. You replied on 15.4.2024 and the player sent the documents on the very same day as you provided them with the correct email address.
- I understand you want to comply with your terms and conditions, but we'd appreciate an individual approach here since it's just a few days. I wonder, too, why haven't you requested the whole documentation package at the beginning of the verification process, together with the identity document and transaction history in February? Could you please specify if those documents were provided with any delay? I believe, players should be informed about all the necessary documents when they start the KYC procedure right away.
- Could you please specify if the proof of address and selfie with the ID were reviewed and if that delay is the only issue?
Regards,
Natalia
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 Natalia,
We apologise for the delayed reply.
We have sent you an email with further information pertaining to the case.
Best regards,
Nomini team
Hello CasinoGuru,
Hello Nomini Team,
Nomini Casino wrote:
"If such documentation is not provided within thirty (30) days of our request, such refund or chargeback will not be processed, your Player Account will be closed and you will forfeit all funds in your Player Account."
"Since the documents were requested on March 12th and only made available on April 15th, the decision was made in accordance with the above-mentioned article of the Terms and Conditions. The customer's verification is considered to have failed."
This means I would have > 30 days from March 12, 2024 to upload my documents.
This means a deadline of April 11, 2024.
My account was, as this email in the attachment proves, on 02.04.2024 blocked at 4:55 p.m. so that I could no longer log in to upload my documents.
Screenshot of the email I received on April 2, 2024:
https://workupload.com/file/C3rBkCKhsTk
I have provided all requested documents on time and at all times and would now like to ask you to fully verify my account.
LG Oskar
Thank you for your email, Nomini Casino.
Dear IEMPlayer, could you please send the same photograph of your ID you sent to the casino for verification? We'd like to review it independently from the casino so your cooperation would be highly appreciated. Please, send it to my email natalia.b@casino.guru, thank you.
Hello CasinoGuru,
I sent you the requested documents by email on May 14, 2024.
LG Oskar
Dear IEMPlayer, thank you, I confirm receiving your email. I will let you know as soon as we have any updates during the nearest days.
Dear IEMPlayer, we have thoroughly checked the documents you provided for verification and there are certain signs that the document was modified. According to the principles of fair and genuine gambling, providing fake or forged documents cannot be accepted and such behaviour is considered to be fraudulent. Based on the evaluation of the provided documents, the casino has decided that you failed to complete the verification and your account will remain closed. Unfortunately, we cannot stand by your side in this particular case, we agree that the casino's actions were justified.
Due to the aforementioned reasons, 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.
Regards,
Natalia
