Nomini Casino - プレイヤーのアカウントは閉鎖されました。

Hi,

I made an account at this casino in february, deposited some money ( around 150/160 euro), played with a bonus, won 13k euro after I met the wagering requierments ( I respected all the rules) . All good till now, I made a withdrawal, they didnt processed it for days and I couldnt verify my account at that time . I left the country for two months and didnt had access to my laptop/ email , so i couldnt verify myself in that time.

Now I see that they closed the account and voided the winning.

I hope that we can solve this with the casino, verify with them my idenitity and get the winnings,

thanks

Dear martinstokknes7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

You said you couldn't verify in the past. Do I understand correctly that you can now provide all the necessary documents promptly?

Have you tried contacting the casino regarding this issue?

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

Hello

1. My account wasnt fully verified, but from their site I did one verification where I had to send a picture of my passport and to put my face in a circle in front of my phone, and also sent the proof of address, but i say again, the account wasnt fully verified even after that.
2. I made my first attempt of withdrawal on 2 February, and they asked for the docments ( again, but via email this time) 3 April.
3. I ve sent again one week ago the documents they asked for.
4. I tried many times to go in chat and ask them about if i need to send some documents or not, but they said something like " if the verification departament needs, they ll request it from you" which is something very vague.

It doesnt seems fair to be this way, they need to reconsider opening my account and giving me the money

Thank you very much, martinstokknes7, 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.  

Hello there,

Thank you martinstokknes7 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 why was the player's account closed and winnings confiscated.

Thank you!

Dear Peter,

Thank you for reaching out.

Please be informed that we sent you an email to peter.c@casino.guru. Looking forward to your reply.

Best regards,

Nomini.com

Thank you for the update Nomini Casino representative. I have responded to your email and am looking forward to your response!

Dear martinstokknes7, I will keep you updated about any developments. Thank you for your patience during this time!

Dear Peter,

We responded to your email.

Best regards,

Nomini.com

Thank you for the update Nomini Casino representative.

Dear martinstokknes7, I discussed your case with the casino. Still, unfortunately, the limited time for verification is an industry-wide rule so we won't be able to do anything about the situation. The casino has offered to refund your deposits, which we consider a fair resolution. I understand your frustration and I'm sorry I can't be of more help on this occasion.

Dear martinstokknes7,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter