Nomini Casino - Вывод средств игроком задерживается.

I made a withdrawal on August 28, 2024. It shows as completed, but I haven't received the funds. I've been talking to support for a month without resolution. Now they are no longer responding.

Ho effettuato un prelievo il 28 agosto 2024. Risulta completato ma io non ho ricevuto I fondi. È da un mese che parlo con il supporto senza risolvere. Adesso non risponde più

Dear igullifc,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active 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,

Kristina

• Yes, all affirmative. I also had many email exchanges with customer support where they told me that my case was under observation now no one answers anymore. If possible I would send you everything. Also now they advised to contact my bank too. I did this too

• Si tutto affermativo. Ho avuto anche tanti scambi di email con il supporto clienti dove mi si comunicava che il mio caso era sotto osservazione ora non risponde più nessuno. Se si può vi manderei tutto. Inoltre mo hanno consigliato di contattare anche la mia banca. Ho fatto anche questo

Good morning, I wanted to know if there is any news on my case. 🤞

Buongiorno volevo sapere se ci sono novità sul mio caso. 🤞

Thank you for your reply, igullifc. Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes, the payment method is always the same. By credit card. The same one used to make payments. I send the conversations I had with customer support by email. There are many

Si il metodo di pagamento è sempre lo stesso. Tramite carta di credito. La stessa utilizzata per effettuare i versamenti. Mando via mail le conversazioni avute con il supporto clienti. Sono molte

Thank you very much, igullifc, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 kristina. I hope we can find a solution. I think they credited my winnings to another player.. I can't think of anything else. But I won the money 😡😡😡😭😭😭

Grazie kristina. Spero che si riesca a trovare una soluzione. Secondo me hanno accreditato la mia vincita ad un altro giocatore.. non mi viene in mente altro. Ma i soldi li ho vinti io 😡😡😡😭😭😭

Hello there,

Thank you igullifc for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nomini Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Ok I hope they give you an answer since they haven't said anything else to me

Ok spero che a voi diano una risposta visto che a me non hanno più detto niente

Dear igullifc,

We would like to kindly inform you that the reported transaction is not a withdrawal.

You received higher bonus winnings than you should receive and for this reason the sum was removed.

The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount.

For example: The maximum amount to be credited in the real balance from a 10EUR bonus will be 50EUR.

Thank you for your cooperation.

Kind Regards,

Nomini Team

Thank you so much for the assistance you provided me. At this point I am really sorry that the assistance of Nomini Casino is not very serious. They could have explained to me directly and immediately what happened. Thank you for helping me

Grazie mille per l'assistenza fornitami. A questo punto mi dispiace dure che l'assistenza di nomini casino è poco seria. Avrebbero potuto spiegare direttamente a me e fin da subito l'accaduto. Grazie a voi per avermi aiutato

Dear igullifc,

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, 

Peter