Nomini Casino - プレイヤーのアカウントがブロックされました。

Good morning, I made my registration at this casino after finding out at the casino guru that the site was extremely reliable, but what happened to me is not good, two weeks ago I played on the site and won the amount of 3 thousand reais, so I went to do it my account verification asked for several documents and I sent them immediately the first phase of verification was to send my document then a free selfie I did and everything went well, but soon after they asked for more documents so I gathered all the documents and sent the same request only on the website, today I received an email stating that my account was closed and that all winnings were lost, they sent an explanation that I still don't understand, mentioning that my account was closed for not passing the selection according to paragraph 9.1 I read the entire paragraph and did not I did nothing against what they said they didn't send me anything because I can prove that I never did anything wrong for the site to close my account they just closed it because I asked for a withdrawal of 3k before that there was no problem so I just want to know why they closed my account and prove if I did something wrong. I'm outraged because I played a lot to win that amount and then out of nowhere they closed my account without proof. I ask the guru to just help me clarify why my account was closed. because I'm sure it was closed just because I asked for a withdrawal.

Bom dia fiz meu cadastro nesse casino depois de averiguar no casino guru que o site era de extrema confiança , mais o que ocorreu comigo não tem nada de bom , duas semanas atras joguei no site e ganhei o valore de 3 mil reais , então fui fazer minha verificação de conta pediram vários documentos e mandei de imediato a primeira fase de verificação era para mandar meu documento depois uma selfie livre fiz e deu tudo certo , só que logo depois pediram mais documentos então juntei todos documentos e envie igual o pedido só site , hoje recebi um e-mail constando que minha conta foi fechada e que todos os ganho foram perdidos eles enviaram uma explicação que estou ate agora sem entender , citando que minha conta foi fechada por não passar na seleção conforme o paragrafo 9.1 li todo paragrafo e não fiz nada contra o que eles disseram não me mandaram nada pois posso provar que nunca fiz nada de errado para o site fechar minha conta só fecharam porque pedi um saque de 3 mil antes disso não tinha problema algum então só quero saber porque eles fecharam minha conta e que provem se fiz algo de errado . Estou indignado pois joguei muito para conseguir ganhar esse valor para depois do nada eles fecharem minha conta sem um prova. Peco para o guru que só me ajude a esclarece o porque do fechamento da minha conta. pois tenho certeza foi fechado só porque pedi um saque .

Dear djbsb1948,

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 accumulated your winnings with or without an active bonus? Which games did you focus on while your account was still active - slots, live casino, sports, etc.?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Good morning, I won with a bonus, I made all the rollover requirements, I only played in slots and those that accept bonuses. The deposit I made on the site was via pay4fun, my account was over 2 years old, everything in my name. The deposit amount was 400 reais, deposited on 03/11/2023. Another important fact is that my first documents were verified on the account everything was ok and everything complicated when I made the withdrawal request until it culminated in the closure of the account without any proof of anything because they don't have any story to not pay my withdrawal because I have I'm absolutely sure I didn't do anything that didn't agree with the site the way they're making it up, I'd just like you to send some proof of what I did against the site. I will send a print attachment counting emails I received from the site, they deposited the deposit amount in my pay4fun account that I made very strange if it was a fraudulent account just like they are going through because they returned my deposit. Thanks for the help and I'm available for any questions.

Bom dia ganhei com bônus fiz todos requisito de rollover joguei só em slots e os que aceitam bônus . O deposito que fiz no site foi via pay4fun minha conta com mais de 2 anos tudo no meu nome o valor do deposito foi de 400 reais depositado no dia 11/03/2023 . Outro dado importante que meus primeiros documentos foram verificados na conta estava tudo ok os complicou tudo quando fiz o pedido de retirada ate culminar com o fechamento da conta sem nenhuma prova de nada pois nao tem eles estão inventado qualquer historia para nao pagar minha retirada pois tenho total certeza que não fiz nada de desacordo com o site do jeito que eles estao inventando so gostaria que mandassem alguma prova do que fiz contrario ao site. enviarei por anexo print contando emails que recebi do site , eles depositaram na minha conta do pay4fun o valor do deposito que fiz muito estranho se fosse uma conta mesmo fraudulenta igual estão passando porque devolveram meu deposito. obrigado pela ajuda e estou a disposição para qualquer duvida.

Thank you very much, djbsb1948, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi djbsb1948,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Nomini Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been closed and winnings confiscated?

Looking forward to hearing from you!

Best regards,

Tomas

Good afternoon, did the site respond to you?

Boa tarde o site respondeu para vocês ?

Good day,

Thank you for reaching out.

During the verification procedure of the customer's account we discovered that the customer is in breach of the following point in our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- using the Website for commercial purposes or in someone else’s name or interest;

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

- using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

- using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

- engaging in money laundering, terrorism financing or any other criminal activity;

- threatening, harassing or abusing other customers or members of our staff;

- attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;

- attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;

- attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

Accordingly, the account was blocked. Please let us know if we may forward the details of this case via email.

Thank you for your cooperation.

Sincerely,

Nomini

Dear Nomini Casino,

Please, I would like to see those details. You can send them to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Good morning, this response from the site is a joke, because they use several terms and it does not justify which one I violated. I have no idea where they invented such nonsense I just hope they don't just lie and show some proof because I doubt it. The interesting thing is that I only violated the terms of the site from the moment I made the request for my withdrawal.

Bom dia essa resposta do site e piada neh , pois eles colocam vários termos e não justifica qual foi que eu violei como vou saber , não joguei com trapaça muito menos forma fraudulenta , fiz o deposito por pix da minha conta ou pay4fun tudo conta minha então não tenho a mínima ideia de onde eles inventaram tal absurdo só espero que não fiquem só na mentira mostrem alguma prova pois duvido . O interessante que so violei os termos do site a partir do momento que fiz o pedido da minha retirada .

Dear djbsb1948,

In order to proceed with the investigation, may I please ask you to provide me with a full bank statement for March 2023? You can send it to my email address: tomas.k@casino.guru

To assure you, we won't share it with any 3rd parties.

Thank you.

Kind regards,

Tomas

Good morning Tomas, earlier today I sent my 90-day pay4 fun statement to your email, if you need any more documents I am at your disposal, thank you for your help and have a great day.

Bom dia Tomas, enviei hoje mais cedo o meu extrato do pay4 fun de 90 dias para seu e-mail , caso necessite de mais algum documento estou a disposição , obrigado pela ajuda e tenha um ótimo dia .

Dear djbsb1948,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - specifically clause 9.1. Additionally, after reviewing your bank statement, we agree with the casino's decision.

The casino acted correctly and within its terms and conditions.

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.

Thank you very much, Nomini Casino Team, for providing information and for your cooperation.

Best regards,

Tomas