Nummus Casino - Player’s withdrawal has been delayed.

Hi. I have registered at this casino. I have claimed a welcome bonus and successfully wagered it. I won 4926.55 USDT. After I made first withdrawal (3000 USDT - it's limit per day) I got request about verification of my account. I have passed it, but my withdrawal was still pending. After few days I made second withdrawal 1926 USDT and after 3 days they have confirmed it. My payment operator noted that it was "dirty crypto" withdrawal, after that I had to confirm that it's my personal withdrawal from this casino, and this withdrawal was credited to my address. Then I have cancelled 3000 USDT and made new withdrawal request to another payment provider, it was 2024-09-23. From that time till now casino didn't process my withdrawal request. Support assistant is giving me the same answer "The finance department is still waiting for the answer from the provider." during last two weeks. Please help my with this case.

Dear hanmagg,

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

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

• Could you please clarify which payment provider you used for each of your 3 attempts to withdraw from the casino and your single deposit?
• Could you please share your communication with the casino regarding the issue? 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

Hello. They didn't provide chat history before. For deposit I have used Trustee wallet, and also I have used it for my first 2 withdrawals. After cancelling I have used Bitpay wallet for my last withdrawal. My account on Nummus casino is approved. I have attached all screenshots, also I have sent chat history to your email tomas@casino.guru.

Thank you very much, hanmagg, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear hanmagg,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Nummus Casino representative to join this conversation.

Dear Nummus Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

I have cancelled my withdrawal for 3000 USDT, I have divided this amount on half, and after, I have made new withdrawal request for 1500 USDT. It was processed successfully. Now I'm waiting for other (second part) withdrawal. When it would be processed, I think we can close this complaint then.

Dear hanmagg,

Thank you for your confirmation. Please notify me, when you receive the remaining amount.

Dear Hanmagg,

We’re very sorry to hear about your recent experience, and we appreciate your patience. Our goal is to provide the best service possible, and we have no intention of delaying withdrawals. In this case, we were informed that your payment was marked as high-risk by our provider, so we wanted to ensure everything was secure on our end before proceeding.

We’re happy to inform you that your withdrawal will be processed this week. We hope you’ll continue enjoying our service, and that we can earn your satisfaction—and perhaps even a positive review in the future.

Thank you again for your understanding, and happy gaming!

Hello dear Nummus Casino. I found out what this payment system mark all transaction from different casinos like "dirty crypto". It's not problem from your side, it's a problem this payment system. I have provided this info to your assistant in support chat. Please process my withdrawal. Regards.

Dear Hanmagg,

We’re pleased to inform you that your pending withdrawal has been successfully processed, just as promised.

Thank you for your patience, and happy gaming!

Thank you dear Nummus Casino, I have received a part of my winning. I'm waiting for last 500 USDT withdrawal. Regards.

Dear Hanmagg,

We’re pleased to let you know that all your remaining withdrawals have been successfully processed. We hope you continue to enjoy playing with us and look forward to providing you with excellent service in the future.

Warm regards,

Hello dear Nummus Casino. Thank you for processing of my withdrawals. I got all my winnings. Hope it was single case. Now I'm asking Mirka from Guru Casino support to close complaint as it was resolved. Thank you for help. Thank Nummus Casino.

Dear hanmagg,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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. 

Best regards, 

Mirka Daisy 

Casino.Guru