Nomini Casino - プレイヤーの入金はアカウントに入金されません。

On July 28, 2023, I deposited 25 Euros twice for a total of 50 Euros. The amount was not credited to my casino account. I contacted customer support and provided them with proof of both deductions, including screenshots of the bank transfers. Despite this, I have not received any feedback and the support team keeps sending me the same pre-written responses. So in short, I’ve been waiting for my money for over a week now.

Ich habe am 28.07.2023 zwei mal 25 Euro eingezahlt also gesamt 50 Euro das Guthaben wurde nicht auf mein Casinokonto gutgeschrieben.Ich habe den Support geschrieben auch eine Mail bekommen und habe beide abbuchungen dem Casino bewiesen bzw screenshots von der Bankabbuchung geschickt trotzdem habe ich keine einzige Rückmeldung bekommen und der Support schreibt mir auch immer das selbe also kurzgefast warte ich seit über 1 Woche auf mein Geld

Dear melkbeat1907,

Thank you very much for submitting your complaint and forwarding your payment receipts. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if you contacted your bank already?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello, I also deposited at the same casino before and it worked without any problems. Less than 20 minutes later I made the deposits that were not credited to my account but were deducted from the account. I have not yet contacted my bank about this because the casino has contacted me reported by email and I'm waiting for a response, which is now 6 days ago

Hallo ich habe davor auch bei dem selben Casino eingezahlt und es hat auch problemlos funktioniert keine 20 Minuten später habe ich die Einzahlungen getätigt die nicht auf mein Konto gutgeschrieben aber vom Konto abgezogen wurden ich habe meine Bank diesbezüglich noch nicht kontaktiert weil sich das Casino bei mir per Mail gemeldet hat und ich auf eine Rückmeldung warte die mittlerweile schon 6 Tage her ist

I completely empathize with your frustration, melkbeat1907. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 20 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

I haven't received any further emails from the casino regarding my money since then and am still waiting hoping that the issue will be resolved shortly

İch habe vom Casino seitdem keine weitere E-Mail bezüglich Mein Geld bekommen und bin weiterhin am warten hoffe das dass Problem in kürze gelöst wird

I'm sorry to hear that your problem wasn't resolved by now. Could you please forward your bank statement for July and August so we have solid proof that you placed a deposit and it wasn't returned to your bank account afterwards? My email address is petronela.k@casino.guru.

Dear melkbeat1907,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.