Nummus Casino - プレイヤーの賞金は没収されました。

Casino Nummus confiscated my winning. I registered in the casino and started playing on 29.10.2024. I got winnings before and they were paid successfully but my last winning that I gained on 05.02.2025 was confiscated. I deposited amount, used Monday Reload bonus and played slot Book of Dead which is in category Popular and it is allowed for this category. So the reason that casino stated that it is bonus violation is not acceptable for me. I asked casino to send me exact details but they didn't reply. The withdrawal of my deposit amount is still pending.

Dear v2931864,

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?

Has the casino specified the bonus violation?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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,

Dominika

Dear v2931864,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Dominika,

My KYC was completed. My previous withdrawals were paid.

As casino stated: "We have noticed that you have violated our bonus terms and conditions. As previously communicated, the bonus you claimed is restricted to specific games." BUt when I asked them to send me more details because it was unclear for me, they didn't reply at all.

I shared communication with casino to your email.

Thank you.

Dear v2931864, do I understand correctly that the winnings were confiscated only due to a restricted game, or did they also specify the manipulative game strategy mentioned in another email?

Dear Dominika,

This was the explanation from casino:

"We have noticed that you have violated our bonus terms and conditions. As previously communicated, the bonus you claimed is restricted to specific games.

As a result, we have removed your winnings and processed a full refund. Please note that, under normal circumstances, we require a 1x wagering requirement on your deposit or apply a 25% administrative fee. However, as we value you as a genuine and loyal player, we have decided to waive this requirement and issue a full refund as a goodwill gesture."

After that I sent email to them asking for more explanations because it was unclear for me, but I didn't get any reply.

Thank you very much, v2931864, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) 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, v2931864,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Nummus Casino Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

However, please note if the only reason for winnings confiscation is a play of a restricted game or restricted games with an active bonus, we do not consider it a justified reason for confiscation if the casino's system allows breaching such rules without at least any additional notification/pop-up upon attempts to access the games in question with an active bonus. Or can you prove an unfair advantage the user gained by playing this way? Or - was there anything else behind the casino's decision?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Dear Player,

Thank you for reaching out to us, and we sincerely apologize for the inconvenience you've experienced. We understand how frustrating this situation must be for you.

Upon reviewing your account, we identified two key issues:

Bonus Claiming Error: You were able to claim the Monday reload bonus twice on the same day due to a technical issue in our system. This was not supposed to happen, and we are actively investigating the root cause to prevent any similar issues in the future.

Bonus Terms Clarification: As part of our process, we clearly state that any bonus claimed must be wagered in the "Popular" category, and both your real money and bonus money must be used accordingly. This information should have been included in the email you received when claiming the bonus, and we regret that this was not properly communicated.

To resolve this, we have made the decision to remove the winnings associated with the bonus and will issue a full refund of your deposit without any administrative fees.

Once again, we sincerely apologize for the experience you’ve had. We value your patronage and hope this issue will not affect your future enjoyment at Nummus. We’re confident that good luck is just around the corner!

Thank you for your understanding, and we look forward to your continued time with us.

Thank you for your response and the explanation, Nummus Casino Team.

However, the things you mentioned as the main reasons above rather indicate mistakes on the casino's side. The situation would have been different if issues had occurred on a 3rd party side (a game provider/payment method provider, etc), outside the casino's control, but those things are fully in the casino's hands.

Although I will discuss the matter internally with the team, our position is that if an online casino lets a player claim and use a bonus (claiming it without breaching/abusing anything), it should also pay the winnings in full if all the conditions and requirements were successfully met. In addition, the casino should enforce the restricted games on its side. Players should not be allowed to access such games with active bonuses, or bets in these games should not be counted toward the wagering requirements, or players should be additionally/sufficiently informed about it, and possible consequences, while attempting to access such games, especially if it means winnings confiscation.

Is there please any notification/pop-up when players try to access restricted games with an active bonus? If so, can you provide us with a screenshot?

Did the user gain any unfair advantage by playing a restricted game? If so, can you provide more details and clarify it?

Since you claimed that the casino values the user as a loyal player, his patronage, and hopes this issue will not affect his future enjoyment at Nummus, would the casino be rather able and willing to simply restore the confiscated winnings and let him continue playing (with clear instructions for further play) and/or withdraw the winnings if all bonus conditions and requirements were successfully met?

Thank you.

Once again, we sincerely apologize for any inconvenience caused and would like to express our appreciation for the user’s participation in our community.

Regarding the situation, the issue arose from a platform limitation that unfortunately allowed the user — along with another individual who filed a similar complaint — to claim the same bonus twice. While we strive to prevent such occurrences, our Terms and Conditions, which are clearly stated on our website and included in promotional emails, require players to adhere to all bonus rules and restrictions.

In previous instances where bonus rules were violated, both users were permitted to withdraw funds as a gesture of goodwill, despite the breaches. We chose not to enforce penalties at that time in the spirit of maintaining a positive relationship. After multiple violations, we refunded the players' deposits, explained the situation in detail, and received confirmation from both parties that they understood and accepted our Terms and Conditions. They subsequently continued to make deposits and play on the platform.

However, despite prior warnings and the goodwill gestures extended, the same behavior was repeated. Additionally, we are aware that the user has encountered similar withdrawal issues with multiple other casinos. This pattern of behavior strengthens our belief that the actions were not the result of a genuine mistake, but rather a deliberate attempt to circumvent bonus rules.

Given the repeated nature of the violations, the pattern of similar behavior elsewhere, and the goodwill gestures already extended, we believe our actions were fair and in line with industry standards. While we genuinely value all our users, we must also protect the integrity of our promotions and ensure fairness for the wider player community.

We appreciate your understanding and are available for any further clarification if needed.

Dear Nummus Casino Team,

Thank you for the additional information and details. I can see some new and quite essential information there, which can influence the resolution process and assessment on our side.

I have a few more questions.

The complainant claimed, in his first post, that he "played slot Book of Dead which is in category Popular and it is allowed for this category". You claimed that this information was not properly communicated in the email the player received regarding the bonus in question. I checked it on the casino website, and the Book Of Dead game is not in the section "Popular".

Did the player play Book of Dead with the active bonus, and was it the game that the casino considered restricted for play with an active bonus, or did he play a different game or games, which the casino considered restricted? Did the casino change its "Popular" section in the meantime, and is it possible that Book of Dead was there at the time the user played it with an active bonus?

If the email with the bonus in question did not include the information about the allowed/restricted games, where could the player have found this information? Can you provide us with a link or a place on the casino website where we can find this information?

Can you please provide me with the following:

• Information about another complaint you referred to, regarding a similar issue - feel free to send me a link to the particular complaint, also with the information if there is any direct connection between the complainants and/or their gaming accounts, and relevant supporting evidence
• Did the user receive another email from the casino, as a new email about the same bonus which he should not have been eligible for according to the casino's rules, and he claimed the bonus based on this email, or did he claim the bonus for the second time in another way, on his own + If so, how did he claim the same bonus after he already used it (despite he already claimed it)
• "The user has encountered similar withdrawal issues with multiple other casinos" - did you mean his play of restricted games or claiming the same bonus more than once at other casinos, or both circumstances occurred in other casinos?
• Since it happened before, as you claimed, but the user was allowed to withdraw his winnings in full in that instance, but there should have been warnings - can you share the communication between the user and the casino, where the casino informed him about everything he did, that it meant a breach, and consequences in case the same would repeat?

If needed, feel free to send the requested information and details to my email ([email protected]).

Thank you.

Dear Branislav,

Thank you for your follow-up and for the opportunity to clarify the situation further.

You are correct—the player used the Monday Reload Bonus while playing Book of Dead and Easter Plinko, both of which are not included in the "Popular" category and are therefore restricted for use with this particular bonus. This restriction is clearly outlined in our general bonus terms, which are accessible on our website.

Please find below responses to your specific questions:

Similar Complaint Reference:

We are currently handling a nearly identical case involving another user from the same country, who also claimed the Monday Reload Bonus twice and used it on restricted games. Here is the case id: https://casino.guru/nummus-casino-player-s-winnings-have-been-confiscated

While we do not suggest a direct connection between the accounts at this point, we found it important to highlight the identical nature of both incidents. Both users received warnings via email at the time of their initial violation.

Bonus Delivery:

The bonus was sent to the player via a targeted promotional email. It appears that the player was able to claim the bonus twice. This should not have been possible, and we are currently addressing this issue to prevent recurrence.

Player's Bonus Claim:

The player did not receive a second promotional email but claimed the same bonus again through the bonus section of their account. This claim went through due to the aforementioned system error.

Restricted Games Notification:

The list of eligible games under the "Popular" category is maintained on our website. However, it appears that Book of Dead and Easter Plinko were not listed as part of that category at the time the player used the bonus, nor are they now. We acknowledge that the absence of a clear, in-the-moment warning/pop-up may have contributed to the confusion, and we are now reviewing improvements in this area.

Previous Bonus Violations:

In a prior instance of bonus misuse, the player was warned via email but was allowed to keep their winnings as a gesture of goodwill. We have forwarded this communication to you for reference.

Player History:

Based on publicly available complaint data on Casino Guru and other forums, the player appears to have had similar disputes with several other casinos involving withdrawal delays or confiscations, often related to bonus terms. This pattern has influenced our assessment of the user's intent and behavior.

We truly value our players, and we make every effort to act fairly. However, we must also enforce our bonus terms to ensure a safe and balanced environment for all users. We believe that our response—including issuing a full deposit refund without penalty—was measured and appropriate given the repeated nature of the violations.

Please feel free to contact us should you need any further details or clarification.

Kind regards,

Thank you very much, Nummus Casino Team, for your response and additional clarification.

Although it appears (based on your previous posts) that the user was not sufficiently informed about the restricted games or a section where he was supposed to wager his bonus, and you did not provide us with any place on the casino's website where we could find such information, in the complainant's first post, he clearly mentioned the category in question ('Popular'), which indicates that he was really somehow informed about this condition (allowed games with an active bonus), but anyway, he decided to play games outside this section.

• Do I understand correctly that the user (as he claimed himself) played the games outside the 'Popular' section with an active bonus, so during the bonus wagering, or did he play the mentioned (restricted) games only after the wagering requirements were met?
• Can you please provide me with proof confirming when exactly (date/time) the bonus from which he accumulated the disputed winnings was claimed/activated on his account, and when a play with the bonus started?
• You mentioned that you forwarded the communication with the warning for the user (after the previous violation) to me; unfortunately, I have not received any email or the communication in question in any other way - can you please provide me with the information on how you forwarded it to me and when exactly, or share a screenshot of it? Alternatively, can you please resend it once again (the communication with the warning, addressed to the player, with his email, email body, and the date/time clearly visible) to my email ([email protected])?
• The user's deposit should have been refunded, and he mentioned there was still a pending withdrawal of this deposit. Can you update us on what is happening with the withdrawal, and when it will be processed if it has not been done yet? When can the player expect the payment to be credited to his payment method?

Thank you. Looking forward to hearing from you.

Dear Casino Guru Team,

Just a quick note to let you know that we’ve sent additional evidence to your email for your review.

Thank you for your continued support.

Dear v2931864,

The casino provided further information and details, substantiated with relevant evidence, fully confirming the casino representative's claims.

Although, as was mentioned, we do not consider a play of restricted games a justified reason to confiscate users' winnings if the casino does not enforce it on its side, in this case, it is clear you played in a prohibited way intentionally/knowingly, breaching the casino's rules. The casino clearly informed you via email that the only allowed games for playing with an active bonus are those in their 'Popular' section (after the previous violation). You received the email with the information about confiscation and games allowed, less than a week before you played with the bonus, from which the disputed winnings were accumulated. Your above claims basically confirm it, too.

Under the given circumstances, you are not eligible for the winnings obtained in the described way.

Now, I would like to wait for the casino's update regarding the refund of your deposit, as was mentioned earlier.

Thank you for understanding.

Dear Nummus Casino Team,

Thank you for your email and the additional details.

If everything is clear now and nothing has changed on the casino's side, can you please process the refund and inform us once it is done?

Also, can you inform us about the amount that should be refunded, and how it will take place? Are these funds on the user's gaming account balance, and it will be refunded to his payment method, or was everything confiscated, and the deposit should be refunded to his gaming account, with the option to withdraw it?

Thank you. Looking forward to hearing from you.

Dear Casino Guru,

Thank you very much for helping us resolve this case.

We kindly ask the player to send us their crypto wallet address to [email protected]. Once it is provided, we will proceed with the withdrawal.

We will process a refund of 275 USDT, the amount of the player’s initial deposit. No penalties or commissions will be applied.

Hello,

This is to inform you that I've sent a crypto address for a refund of 275 USDT.

However, it would be much appreciated if you could inform me where exactly I breached the bonus rules. I did not do it intentionally or knowingly, and if you can provide me with the evidence in any way (here or via email), I will be thankful.

Once the 275 USDT is received, I'll update this ticket accordingly.

Dear Player,

We have received your wallet address and we will proceed with the refund.

Thank you

Greetings all,

Thank you both for your replies and updates.

Dear v2931864,

As for your questions:

• In your first post, you mentioned a game that is not in the 'Popular' section, while you referred to the fact that you played a game in this section - it confirms that at some point, you were informed about it - the games allowed with bonuses are in section 'Popular'; in addition, as I stated, I saw the email that the casino sent you with this information, but you decided to ignore it
• Yes, we cannot disagree with the claim that the casino likely does not state it clearly in its Terms and Conditions (and they will receive a recommendation for how to improve this in my last post before the complaint closure), and as I mentioned, under normal circumstances, we would not agree with winnings confiscation based on just this reason, however, the casino's bonus emails usually include this information, and although the email with the bonus offer did not include this information, you were clearly informed about it via email before you played with the bonus in question

I sincerely believe that everything is already clear to you now.

Since I assume you are not satisfied with the refund of your deposit, I am offering 2 options on how we can close the case:

1. You accept our ruling and the solution - the case will be closed as resolved with the disputed amount of 275 USDT (successful refund after you confirm you received the funds).
2. You insist on refunding the confiscated winnings - the disputed amount will be updated accordingly (current disputed amount minus the refunded 275 USDT) - the case will be closed/rejected as unjustified.

Please inform us once you receive the refund of your deposit, and the option which suits you better.

Thank you. Looking forward to hearing from you.

Hello,

Thank you for your updated. Currently, I'm still waiting for a refund of 275 USDT.

Dear player,

We have ordered the finance department to proceed with your withdrawal. Just letting you know that we are gonna do a manual transfer from our main wallet, so you will not be able to see it on your player account.

Thanks again.

Thank you both for your replies and updates.

Dear v2931864,

Can you please update us on the refund of your deposit of 275 USDT and provide me with the information on how you wish to close the case, from the 2 options I offered in my previous post?

Thank you.

Hello

I'm still waiting for it. Once it is received, I'll update you accordingly.

Hi,

Our records show that we have processed your refund. Let us know if you need us to share the Hash ID.

Hi,

I received 270, which is not 275, but it seems like it's your transaction.

Branislav,

If it is possible, share with me proof that I played games that were not in the popular category. Even with all the facts that we have discussed here for the past 3 months, you can close the ticket with the 2nd provided option. It can't be option 1.

Hi, sorry for the 5 USDT missing amount, there should have been a problem with our internal communication. We will send you the missing amount immediately.

Greetings all,

Thank you for your replies and updates.

Dear Complainant,

Can you please confirm you received the remaining 5 USDT on your payment method? Then, the complaint can be closed accordingly.

As for your question - what proof did you mean, please? We do not need anything else to prove it.

You mentioned in your first post in this thread that you played Book of Dead with the bonus (despite the casino informed you via email that it is allowed to play with the bonus only in section "Popular"), which was confimed by the data from the casino, and it was easy to check it on the casino website. This game was not/is not in the allowed section.

Or, do you please have any proof that Book of Dead was in the "Popular" section at the time you play it with an active bonus? If so, feel free to share it with us.

Thank you. Looking forward to hearing from you.

Hi,

We apologize for sending 5 USDT less than expected. However, the remaining 5 USDT has already been processed. We're happy to provide proof of the transaction if needed.

Best regards,

Greetings all,

After gathering all the necessary information and details, and based on all the above-stated and agreed upon, we are closing this complaint as unjustified, with the amount of the complaint updated to 879 USDT (the original disputed amount minus the refunded deposit).

Dear v2931864,

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website.

Thank you very much, Nummus Casino Team, for your confirmation, providing information, and for your cooperation!

Best regards,

Branislav, Casino.Guru