Nummus Casino - Player’s withdrawals are delayed.

Good evening, in the past I have made a total of three withdrawals which took from three days to ten, but this time I have made two more withdrawals on 04/12/2024 1500 euros and 07/12/2024 2500 euros and they still have no progress in their withdrawal. every time I talk to them they give me the same excuse that their financial department is processing it. I will send you all our chats as well as photos from my account

Dear joker126,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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 tomas, thank you very much for dealing with my problem, I passed the KYC verification in the first withdrawal I made, they asked me for my details, which I sent, no, I did not receive any bonus. everything went smoothly until the moment they decided not to send me the upcoming withdrawals I requested.

when I asked to speak with a representative I spoke but received the same answer that the financial department is processing my withdrawals.

Also, I have never been told that I have violated any terms of the company, which I clearly have not done.

I have receipts that I can send to you in emails if needed, as the casino after each conversation sends me an email of our entire conversation

Dear joker126,

Thanks for your reply and explanation.

• Kindly forward the receipts to me along with the chat transcripts so we may better understand the timeline of events.
• My email is tomas@casino.guru

Thank you in advance for your cooperation.

Hello Thomas, I have sent you seven emails in total. I forwarded them to you exactly as our conversations were thnks.

just now i had a conversation with them . I am sending you this too, thank you in advance

Thank you very much, joker126, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.  

Hello joker126, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payouts. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Nummus Casino to join the conversation and participate in the investigation of this case as well.

Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Hi,

First of all, we’re very sorry to hear about the situation you’re experiencing. We’ve noticed that while your bets were settled as lost, you’ve made winnings from those bets. This may simply be a bug in our system, but we’re also investigating whether any bots or systems might have been used to manipulate it. We will share the screenshots of the situation with the CasinoGuru representative for further transparency.

At the moment, there’s no need to worry. We’ll provide you with an update soon. However, if you prefer not to wait, we’re happy to process a refund of your deposit immediately.

Thank you for your understanding, and we’ll keep you informed.

Best regards,

hello, having spoken more than seven or eight times and while almost two months have passed, you have never mentioned to me what problem you have in your system, nor that any robot system has been used, as you say, this is the first time I have heard of this and I am really surprised. please, I would really like you to share the screenshots with me for further transparency thank you in advance

Thank you for the reply!

Hopefully the investigation will be concluded soon, and please, any sensitive information and/or evidence can be sent directly to me at matej.l@casino.guru

Hi joker126,

We sincerely apologise once again for the inconvenience you’re experiencing. For full transparency, we have provided proof regarding your case.

The reason we initially didn’t mention this issue to you was that we believed it originated on our end and would be resolved quickly. We didn’t want to cause unnecessary concern while investigating your account. However, as we are now conducting a full investigation, we want to keep you informed.

We are working hard to resolve this as soon as possible. In the meantime, if you prefer not to wait, we’re happy to issue you a refund. Please let us know how you’d like to proceed.

Best regards,

hello

I would like it if you would be so kind as to send me the proofs you have as I have not received anything yet. if there are bets that I have lost and you have paid them because of a mistake in your system, I really don't want that kind of money, you just have to send me the receipts so that I can check it too, thank you.

When you mean refund my money what exactly do you mean?

because that's why I'm waiting two months now for the money of my withdrawals

EDIT: Seems like joker126 has replied while I was looking into the casino's post :)

Nummus Casino - please see the request above.

Hello Matej, that's exactly what I'm asking, maybe I didn't understand well, it's obvious and I want them to send me the money, thanks

Dear joker126,

We have already shared our confidential back-office screenshots with the Casino Guru team.

At this point, we are unable to share these screenshots publicly. We understand this may not be ideal, but please consider our position as well. Our priority is to ensure the security of our system and prevent any potential external interference.

Please note that you are the only player we have observed experiencing this issue. Additionally, we would like to clarify that a refund means the full amount of all deposited funds will be returned, and the account will be permanently closed.

Thank you for your understanding and cooperation.

Best regards,

Hello joker126,

I can confirm I have received the evidence of investigation from Nummus Casino and reviewed it in detail.

As it seems, the winnings investigated are tied to sports betting - which is not something we at Casino.Guru deal with at this time - therefore I doubt I could help much in this case. I can confirm the casino is working towards the resolution on their end, but this can take a while.

I would like to remind you about the option to get a refund of your deposits that Nummus Casino has offered in the post above. In case you would like to wait until the investigation is complete, I'm afraid this case will have to be rejected on our end, snice it is tied to sports betting, as mentioned previously.

Please, let us know how you have decided, and we'll go from there.

OK, I understand, I would like my deposits returned and the case closed, thank you

Thanks for the speedy reply!

Dear Nummus Casino team, please see the request above.

Dear joker126,

We would like to apologize once again for your recent experience.

Thank you for accepting our deposit refund offer and agreeing to close the case. We will be sending you an email this week with the details of your refund, and we are pleased to confirm that we plan to complete the refund by this Friday.

Once again, we sincerely apologize for the inconvenience you experienced and truly appreciate your understanding.

Best regards,

As per the casino response above, I am swapping the timer towards the player.

Dear joker126, please let u know once the refund has been received, so we can close this case. :)

Thank you.

hello Matej I received this email a while ago

As agreed in the case at Casino. guru, we have made the necessary adjustments to your account to refund your LAST deposit. Please proceed by requesting a withdrawal for your remaining balance.

1st i cant login cause they have been block me

2st in the above email it is clearly mentioned and in fact they clarify it already (Additionally, we would like to clarify that a refund means the full amount of all deposited funds will be returned, and the account will be permanently closed)

now they tell me that I will receive my last deposit, which I obviously don't agree with, but the proposal they made and I accepted to solve the issue concerned all my deposits

my deposits were 500+700+700

that's what we agreed on and now we're only talking about my last deposit

and I mention again that I can no longer even log into my account, so I have to ask for a new withdrawal

Thank you for getting back to me. I have e-mailed the casino representative to have a look into this and let us know further.

Just an update - I am still waiting for the casino representative's response. However, there may be a delay due to the recent iGaming conference in Dubai, that just ended, and many affiliates and casino partners are still travelling.

Hi Joker126,

We have reviewed your account, and everything appears to be in order. You should be able to log in without any issues. However, if you're still experiencing login difficulties, we kindly ask you to connect with our live chat support and reset your password.

Deposit & Withdrawal Summary:

Deposits: $499 + $699 + $699 = $1,897

Withdrawals: $500 + $800 + $1,000 = $2,300

Your withdrawals after your last deposit have already covered all of your deposits. Additionally, as a goodwill gesture, we are processing a refund of your last deposit on top of this amount.

We believe this resolution is fair, as it exceeds the total of your deposits.

Policy Reference:

This decision is in accordance with our policy:

11. Fraud and Prohibited Activities

11.1. We will take action against any fraudulent activities, including account suspension and forfeiture of funds.

11.2. Prohibited activities include but are not limited to: collusion, exploitation of software bugs, and game manipulation.

While we have not identified the exact cause of the issue, we understand that you do not wish to wait any longer for a resolution. We appreciate your patience and hope this solution is satisfactory.

Best Regards

I would like to thank Nummus team for a very nice rundown provided above, and for going the extra mile with the re-refund of the last deposit.

Dear Joker126, please let us know once you receive the refund, so we can close the complaint.

good evening everyone, I'm trying to log in but I can't, it doesn't matter, you can send the money to the same address as the previous one

Please contact the live chat as advised in the original post, they should be able to get the password reset. And let us know if there are any more issues with the login. I'll tr to escalate.

I guess I'm not explaining it correctly, the problem is not the username or the access code, when I type nummus casino it shows me this message

Sorry, you have been blocked

Why have I been blocked?

This website is using a security service to protect itself from online attacks. The action you just performed triggered the security solution. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data.

What can I do to resolve this?

You can email the site owner to let them know you were blocked. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page.

I don't know what this is, I'm seeing it for the first time, I don't even know much about computers, that's why I said to send the money to the same address, it's the same one I've done the rest of the withdrawal

Seems to me like the account closure in this case means complete site block. You can try to contact the casino support directly at support@nummuscasino.com, however right now we are waiting for the last deposit refund mentioned in the previous casino reply, so not having access is not that much of a problem.

Dear Nummus team, since the player has no access to his old account, could you please let us know once the refund has been processed?

Thank you.

Hi Joker126,

We’re happy to inform you that we have processed your refund to the wallet you provided.

Once again, we sincerely apologize for your experience. We appreciate your patience and understanding, and we wish you the best of luck with your gaming.

Thank you,

Thank you Nummus team for the update! Much appreciated :)

Dear Joker126, please let us know once the money lands in your account.

I received the money let's close the case thnks

Dear Joker126,

Thank you very much for the confirmation. I would also like to thank the Nummus Casino team for stepping in. Since the refunds have been processed, I will now close th complaint as 'rejected'. Thank you for your understanding, and please do not hesitate to contact us if you run into issues with any other casino in the future.