Nummus Casino - プレイヤーの賞金は没収されました。

I signed up with this casino on 12/29.

I received the bonus, completed the wagering requirements as per the terms and conditions, and was able to convert it into real money.

Even after I had real money, I continued playing with bonus buys on slots.

I was satisfied, so I requested a withdrawal, and after a while I received an email.

The email said that the bonus terms and conditions stated that slot bonus buys were a violation of the terms and conditions and that my balance would be confiscated.

But I only played slots once they were converted into real money.

I have emailed them about this but they have ignored me. My balance has also been reduced to 550 USDT, the amount I deposited.

I would like to somehow clear up this misunderstanding and withdraw my money.

Thank you for your cooperation.

12/29にこのカジノに登録しました。

ボーナスを受け取り、規約通りに賭け条件をクリアしリアルマネーに変換する事ができました。

リアルマネーになった後もスロットのボーナスバイなどで遊びました。

満足したので出金申請をすると、しばらくしてメールが届きました。

そのメールによるとボーナス規約ではスロットのボーナスバイは規約違反なのであなたの残高は没収するという内容でした。

しかし私がスロットで遊んだのはリアルマネーに変換されてからです。

そのことをメールで問い合わせても無視されています。残高も入金額の550USDTにまで減らされました。

なんとか誤解を解いて出金したいです。

ご協力お願いします。

Dear natsu55,

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.

• Were you informed at any point that the bonus terms and conditions persist after the wagering of the bonus was completed?
• Do I understand correctly that while wagering the bonus, the balance appeared as bonus money, and after the wagering was complete, it appeared as real money?
• Could you please share a screenshot or a link to the bonus you activated and played, if available?
• Could you please share with me your communication with the casino justifying its actions? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

・No, there was no advance notice. There is no mention of such in the terms of use.

- Yes, that's right. After the wagering requirements were met, the bonuses were converted into real money.

・https://www.nummus.casino/promotions

This is the first deposit bonus

・Transfers interactions with the casino.

・いいえ、事前の知らせはありません。利用規約にもそのような記載はありません。

・その通りです。賭け条件をクリア後、実際のお金に変換されました

・https://www.nummus.casino/promotions

こちらの初回入金ボーナスです

・カジノとのやりとりを転送します。

Thank you very much, natsu55, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([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, natsu55!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Dear Natsu,

We are very sorry to hear about the difficulties you have experienced.

As outlined in both our general Terms and Conditions and the specific terms of the bonus you claimed, combining two different bonuses — including using the "Buy Bonus" feature within a game — is not permitted.

The delay in processing your withdrawal was due to the time needed to receive confirmation from the game provider that the Free Spin purchase took place, as part of our standard fraud prevention checks. We understand this has been frustrating, and we appreciate your patience throughout this process.

As you have agreed to the refund and we previously confirmed it, we will proceed with processing your refund within this week as promised.

Thank you again for your understanding. If you have any further questions or need any additional assistance, please don’t hesitate to reach out.

Kind regards,

Nummus Casino,

could you, please, send us the exact rule to which you are referring? Also, could you, please, explain if the player used mentioned bonus feature during wagering the bonus or after it was fulfilled?

Dear Pavel,

The player in question has repeatedly used the buy bonus feature, which is a clear breach of our terms and conditions. Please find the relevant rule below:

General TC: 9.10. We may deduct bonus funds and winnings if any promotion terms are breached.

In the bonus terms: This promotion cannot be combined with any other promotion or bonus, including the buy bonus feature within the game.

Additionally, we have observed that after claiming the deposit bonus, the player engaged in wagering activity that no risk—another violation of our promotional terms. However, we never brought it up as the player already agreed on a refund.

If the player is not satisfied with the refund, which they initially agreed to, we are happy to provide you with detailed supporting information.

Thank you for your understanding and cooperation.

natsu55, have you agreed on a refund with the casino?

Does this mean you will only refund the amount you paid?

We cannot and have not agreed to that. We will ask for evidence that we have agreed to it. The fact that you have given false information to a third party has already damaged your credibility.

As I have explained many times, the bonus purchase feature was only used after it was converted into real money. I cannot find any rules that say you cannot use the bonus purchase feature with real money that you do not hold as a bonus.

Also, although it is written as risk-free gambling, the wagering requirements are cleared within the rules. It is only the discretion of the casino to claim that playing within the rules is risk-free gambling.

入金分だけを返金するということですか？

それについては合意できませんし、していません。同意したという証拠の提出を求めます。虚偽説明を第三者にしているのは既に信用を損ねています。

何度も説明していますが、ボーナス購入機能を利用したのはリアルマネーに変換されてからです。ボーナスを保持していないリアルマネーでボーナス購入機能を利用してはいけないという規約は見当たりません。

また、リスクの無い賭け行為と書かれていますがルールの範囲内で賭け条件をクリアしています。ルール内での遊戯に関してリスクのない賭け行為だと主張するのはカジノの匙加減でしかありません。

Nummus Casino,

given that the player claims that they did not agree to a refund, I must request further evidence.

Please, send the full game and bonus history of the player and explain if the player has used mentioned bonus feature while they have wagered the bonus or after it. Also, explain what do you mean by the risk free betting and when and how the player used it.

My e-mail is [email protected].

Thanks!

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 Nummus Casino,

Thank you!

I have sent a response to your last e-mail.

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 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.

Daer Nummus Casino, I have responded to your last e-mail. Please, let me know if you are going to proceed with paying out player's funds!

Hi Pavel,

Thank you for your response.

Although we do not agree with the decision, we respect CasinoGuru’s conclusion and will proceed accordingly.

We have contacted the player regarding the payout and asked them to confirm that he was unaware of the Free Spin rule. Once we receive their confirmation along with their wallet address, we will process the payment.

Best regards,

Thank you!

natsu55, please, let us know when you will sort out the withdrawal.

I received an email from nummus casino, so I sent them my reply yesterday along with my wallet address.

I haven't received a reply yet and haven't been able to confirm the withdrawal.

nummus casinoからメールが来ましたので、昨日回答とともにウォレットアドレスを記載して送りました。

まだ返事は返ってきていませんし出金も確認できていません。

Dear Player,

Thank you for confirming that you have received our email. However, we haven't received your reply yet. Can you please send it to [email protected]

thank you.

I sent an email to nummus casino but have not received a reply.

Did you receive my email?

nummus casinoにメールを送信しましたが、返事がありません。

私のメールは届いていますか？

What address is the one below? There is no email address listed anywhere.

I couldn't get through to the live chat, and I sent a message using the form that was displayed there, but nothing has arrived yet?

下記のアドレスとはどれのことでしょうか？メールアドレスらしきものはどこにも記載されていませんが

ライブチャットも通じず、そこで表示されたフォームにメッセージを送信もしたのですが何も届いていませんか？

I did not send it to that email address, so I will send it to yours. Thank you.

私が送信したのはそのメールアドレスではないので、そちらのメールアドレスに送信します。ありがとうございます

Why would you send it to me when the casino has asked you to sent it to [email protected]?

sorry, Wasn't that the email address for Nunmus Casino?

Please let me know the email address that connects to Nunmus Casino.

Send an email there

すみません、[email protected]はヌンムスカジノのメールアドレスでは無かったのですか？

ヌンムスカジノに繋がるメールアドレスを教えてほしいです

そこにメールを送信します

Please, send the e-mail to both addresses: [email protected] and [email protected]. They are both related to Nummus Casino.

Your email has been sent. Wait for a response from Nunmus Casino.

メールを送信しました。ヌンムスカジノからの返信を待ちます

Hi,

We are waiting player to reply to our email.

Thank you

I sent emails to both of the email addresses Pavel provided.

Still no response from Nunmus Casino.

Could you please provide us with an email address that can be reliably linked to Nunmus Casino?

Pavelから提示された２つのメールアドレスの両方にメールを送信しました。

それでもヌンムスカジノからの返事はありません。

確実にヌンムスカジノに繋がるメールアドレスを提示していただけませんか？

natsu55, send the e-mail once more and include me in the recipients list: [email protected].

I added Pavel to the recipient list and sent him another email regarding my Nummus Casino question.

Please confirm

受信者リストにpavelを追加して、もう一度ヌンムスカジノの質問に対するメールを送りました。

確認をお願いします

Nummus Casino, here are player's e-mail with the required information:

Dear all,

For some reason, this email was not delivered to our support inbox. However, it was received by Pamela’s email, and we have already responded to the player.

Thank you.

I received an email from Nunmus Casino stating that they would only refund my deposit if I agreed to resolve this complaint.

It also said that if we did not agree, the matter would be left unresolved.

Why only the amount deposited?

Will my winnings be refunded?

ヌンムスカジノからのメールが届きましたが、この苦情を解決することに同意するなら入金分だけを返すとの内容でした。

同意しないなら未解決にするとも書かれていました。

なぜ入金分だけなのでしょうか？

勝利金は返金されないのでしょうか？

Nummus Casino, have not we agreed that the player will receive their full disputed amount?

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.

Well, since the casino has stopped responding, I must close this case as unresolved. The casino has provided multiple claims that were not support neither by their rules nor by any logic a fairness principles. Therefore, according classification will be chosen.

natsu55, I am sorry I could not be more of help. Usually, I would recommend you to lodge a complaint with the casino's regulator, but out of two licenses, one regulator does not have players' complaints service and another has it available only via the license badge which must be on the casino's website, where it currently is not. So, there are no more options.

I hope the decrease in the Safety Index will make the casino reconsider their position and they will pay out your winnings.