Nomini Casino - プレイヤーが賞金を受け取れずにいます。

Payment made on 09/24/2022. Received the following email on September 28th, 2022:

"We are pleased to inform you that your withdrawal request of 500EUR has been processed by our finance department.

The money should be in your account in no time. Please note that bank and credit card transfers may be delayed by up to 3-5 business days."

Nothing has arrived yet. Chat support only responds with copy paste responses and doesn't help. Email support only asks for additional documents with my TAN on them? I literally attached my bank mail and it was not accepted. Although the authentication would not be necessary at all.. especially since I received the confirmation from September 28th, 2022.

Auszahlung am 24.09.2022 getätigt. Am 28.09.2022 folgende Mail bekommen:

"Wir freuen uns, Ihnen mitteilen zu können, dass Ihre Auszahlungsanforderung in Höhe von 500EUR von unserer Finanzabteilung bearbeitet wurde.

Das Geld sollte in kürzester Zeit auf Ihrem Konto eingehen. Bitte beachten Sie, dass bei Bank- und Kreditkartenüberweisungen Verzögerungen bis zu 3-5 Werktagen auftreten können."

Bis dato immer noch nichts angekommen. Chat-Support antwortet nur mit Copy Paste antworten und hilft nicht weiter. Email-Support fragt nur nach weiteren Dokumenten mit meinem TAN darauf? Ich habe Buchstäblich meine Bank-Post angehangen und diese wurde nicht akzeptiert. Obwohl die Authentifizierung ja gar nicht nötig wäre.. zumal ich ja die Bestätigung vom 28.09.2022 bekam.

Dear ekko,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ekko,

Have you received your withdrawal from the casino yet?

Hello,

no, still haven't received a payout.

Kind regards

Hallo,

nein habe immer noch keine Auszahlung erhalten.

MfG

Still nothing... no feedback on my documents and no money.

Nach wie vor nichts… keine Rückmeldung zu meinen Dokumenten und kein Geld.

Thank you for your reply, ekko. Have you made any successful withdrawals before? Do I understand correctly that you have provided all the required documents to verify your identity, but the casino has not yet approved them? Have you accumulated your winnings with or without an active bonus?

That was the first payout and it hasn't worked out yet. Right all the required documents, which are the same as accepted at other casinos, are still there. I was told that I am not allowed to black out my TAN and other sensitive information. This would give you almost full access to my bank account. All relevant data for authentication are clearly visible on it and have been accepted by other providers in the same way. At the time of withdrawal I have not used any bonuses nor has it ever been an issue or reason for not withdrawing.

Das war die erste Auszahlung und es hat bisher noch gar nicht geklappt. Richtig alle erforderlichen Dokumente, welche die gleichen sind die bei anderen Kasinos akzeptiert wurden, liegen nach wie vor. Mir wurde geschrieben, dass ich meine TAN und sonstige sensiblen Informationen nicht aus schwärzen dürfe. Dadurch hätte man quasi Vollzugriff auf mein Bankkonto. Alle relevanten Daten für die Authentifizierung stehen klar ersichtlich drauf und wurden genau so auch von anderen Anbietern akzeptiert. Zu dem Zeitpunkt der Auszahlung habe ich keine Boni benutzt, auch war es bisher überhaupt kein Thema oder Grund für das nicht Auszahlen.

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I give up... the payout has now been canceled after 4 weeks. Although it has always been said "oh please be patient, the money is out and on the way". Now I've canceled the payout and continued playing (you know it...) and yes. There is hardly anything left of it. Classic. Not recommended… absolute juice shop. If you still want to have the history for the sake of accuracy, I can send it to you by e-mail.

Kind regards

Ich geb’s auf… die Auszahlung wurde jetzt nach 4 Wochen storniert. Obwohl bisher immer gesagt wurde „ach haben sie bitte etwas Geduld das Geld ist raus und auf dem Weg". Jetzt habe ich die Auszahlung storniert und damit weiter gespielt (man kennt’s…) und ja. Davon ist kaum noch etwas übrig. Klassiker. Nicht zu empfehlen… absoluter Saftladen. Sollten sie Richtigkeit halber trotzdem die den Verlauf haben wollen, kann ich diesen ihnen per Mail gerne noch senden.

mit freundlichen Grüßen

I am sorry to hear that, ekko, but I understand. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear ekko,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.