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.