Nomini Casino - プレイヤーは助けを求めています。

Dear Oleksii,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. I am sure you understand we cannot assist properly just by reviewing one screenshot.

Please describe what is going on in more detail.

I will be waiting for your reply patiently.

Best regards,

Kristina

I requested withdrawal on May 23rd, still haven't received it.

Thank you for your reply, Oleksii. Please note that we always give the casino at least two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thanks.

Hi,

Any news on this? I registered account on Nomini Casino because casino.guru give nice rating for Nomini ...

in result, i not got withdrawal from Nomini 

Hi,

Can you hepl me?

I registered account on Nomini Casino because you - casino.guru give nice rating for Nomini ...

in result, i not got withdrawal from Nomini 

Oleksii, have you made any successful withdrawals before? Could you please confirm that you have passed the verification?

This is the first withdrawal.

What type of verification are you talking about? I did not find such a section on Nomini website.

Verification or KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Do I understand correctly that you have not provided any documents to verify your identity?

I have not received any requests to upload any documents. There is no corresponding section on the Nomini website.

Have you accumulated your winnings with or without an active bonus, please? Is the withdrawal request still marked as pending in your account?

My withdrawal request is still pending and not cancelled. The winnings were received solely thanks to the deposit, without the use of a bonus.

Thank you very much Oleksii for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you! I registered with Nomini only because of your recommendation and high rating on your site, so I expect you to help. Thanks

Hello Oleksii,

I will assist you with the complaint from now on. I would like to ask the representatives of Nomini Casino to join the discussion in order to help us resolve the issue.

Nomini Casino,

could you explain why the withdrawal request has been pending for a month in this case?

Dear all,

Thank you for reaching out!

Be informed that the request for verification was sent to the customer's email address on May 27, 2022 and we were waiting for the documents submission since then. Today we have sent this email again, just in case it was missed.

Dear client, please check your emails.

We hope for your cooperation and advise you contacting our support in the Live Chat or via email in case you have any questions or concerns. We are active 24/7 and can assist you with your query immediately if you contact us directly first.

Please let us know if we can be of further assistance.

Regards,

Nomini.com

Hello,

thanks for the reply to the Nomini casino team.

Oleksii,

have you received the email with instructions on how to proceed with the verification? Is the process clear or do you require further assistance? Please share with us if you encounter any other issues.

Dear Oleksii,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

E-mail not found. Also, I'm sure I won't send any documents via email. It is not safe. There must be a tamper-proof document repository. Email does not provide this level of protection.

Still believe that payouts are deliberately delayed and the casino does not deserve a rating

I trusted the rating on casino.guru and now my money is stuck

Hello all,

Oleksii,

sending documents via email is standard practice in many casinos. Emails from Gmail and other email providers are encrypted and usually secure enough. https://support.google.com/mail/answer/6330403?hl=en

Nomini casino,

could you share the request for verification here? I'll mark the post as private and it will be visible only to Oleksii and casino.guru

If necessary, please, anonymize the content of the message.

Could you indicate if you require the documents to be sent via email or are there other alternatives? Much appreciated!

Dear all,

We requested the customer's passport/ID card or driving license and a photo of the household utility bill or any other document confirming their current address (not older than 3 months).

For now, the client can send all required documents to the responsible department via email at kyc@nomini.com.

You can rest assured that any information you share with us will be treated confidentially and will not be disclosed to anyone outside of our Company.

We hope for your cooperation!

Regards,

Nomini.com

Dear Oleksii,

I encourage you to comply with the casino's request. I have no doubts the email service was used by countless players in the past and doesn't present a risk for you.

Let us know how it went. Much appreciated!

kyc@nomini.com - it's not gmail

Oleksii,

the email you provided and probably use is Gmail, which offers encryption protection. I encourage you to comply with the casino's request.

Why can't a casino with such a rating make it possible to download documents safely on its website? Why does kaizno gurru support sending documents by mail? This is also an easy way for scammers to get any player's documents by simply sending a request from a similar email.

I registered on the website nomini15.com i got to it from a link from a casino guru. Should I receive a verification request from kyc@nomini.com? Why? Why no from kyc@nomini15.com

nomini15.com is not displayed in Antillephone License Validation. Are you listed the site without a license?

Oleksii,

the representative replying on casino.guru is that of Nomini casino, who confirmed which email address you should use. We are not aware of any previous issues of players with stolen information from this casino.

As I mentioned previously, sending information via email is common practice. It's used by casinos if additional documents are required from players for the purpose of verification.

If you have doubts about the information provided,

You have the option to contact the casino via live chat or email support at support-pl@nomini.com (in Polish) to confirm all information.

those. you probably consider all of the above factors to be insignificant? Is the difference between the URL, the lack of a license on it and the lack of a repository for storing documents - the norm?

Oleksii,

I don't think this will help you in any way to get closer to your winnings.

I understand you have concerns, but there are ways to get the information you are looking for on your own from the casino support. Let us know when you submit your documents so we can and if there are any subsequent issues. Submitting the documents the casino requires for verification is the best way to receive your winnings.

Casinos can have multiple 'mirrors' that differentiate slightly from the web URL you'd expect. Consult any discrepancies and alternatives to submit your documents with the casino support.

I will repeat again

I registered there because YOU recommended this casino as the best!

But on the way to winning, I see a lot of obstacles.

You say that the casino can use aliases, but I say that they must be added to the license

I expect the rating to be downgraded. He is high undeservedly

You should not recommend a casino where players will have a bad experience

Hello Oleksii,

We appreciate you followed our recommendation for a good casino. Rest assured that all good casinos will require you at some point to submit verification documents.

Let's focus on the issue we are trying to resolve.

Could you tell me, were you able to submit documents to the casino? Any updates you can give me about the problem you had with withdrawing your winnings?

You are trying to brush off the fact that you recommended me a terrible service where I ran into problems. I expect a real downgrade for this casino on your list. This is my requirement.

It is not a problem to provide documents, but I can provide them only if I am sure of the reliability of the service. Given all the above factors, I will not do this.

1) I won't send documents via Email as I'm not sure about the reliability of the server and who has access to it.

2) Does the casino use certified compliance officers? I want to see the data on the compliance officer, let me remind you that the regulator requires the presence of such a person in the state.

3) The site you are referring to is not included in the license: nomini15.com

4) There is no POSSIBILITY to pass verification before making a deposit on the site. This is outrageous and suggests that verification is being used as a way to not pay out winnings. They will find something to complain about, as an option, the fact that I do not have my own address with a place of residence and all utility bills go to my wife.

I highly recommend changing the rating of this casino. After which I can already decide whether to send them documents or not and refuse to win.

Hello Oleksii,

I apologize for not replying sooner.

Like you, I was perplexed when I first encountered casinos with 'mirrors' and that operate under different URLs. Rest assured it's a common practice but you are correct to be vigilant about this.

I tried several reputable websites outside of our own and using a Polish VPN all of the links to Nomini Casino lead to www.nomini15.com Also, the 'mirrors' most of the time don't appear in the list of websites under the license.

Please understand that only in a few countries casinos are required by the licensor to verify the identity of the player prior to depositing. Nomini Casino holds the Curacao license and doesn't require this approach toward the verification of players which is also very common.

As you can imagine many players don't live at their own address. Be sure to tell the casino if you are unable to provide some documents and why. In that case, they might ask you to provide alternative documents to confirm your identity or personal information.

The casino asked you for this:

a photo of the household utility bill or any other document confirming their current address (not older than 3 months)

The document proving your address can be a utility bill, but can also be an alternative document that confirms your current address, such as a phone bill, bank statement, or a variety of other documents. The utility bill is the most common, but not the only option you have.

To our knowledge, there were no issues with other players sending their verification documents to the casino via email, countless players before you went through the same process and managed to complete it successfully. I encourage you to proceed with the verification process, to be able to withdraw your winnings.

Please let us know about your decision on how you'll proceed or if have any questions or concerns.

Not much time to do it.

I am full of negativity to your rating as I had a very bad experience. I was not offered to make a KYC before and after the deposit, and they did not send me a notification that it was necessary. There is no functionality on the site to make a pre-deposit KYC and even after it has been requested - there is nothing on the site.

maybe I will do it later, but I am dissatisfied with the rating of the casino guru, and even more so, the rating of the nominee is not justifiably high and I think that this is corruption and the rating is bought.

Let everyone know about it.

I am sorry you feel this way Oleksii.

Nevertheless, there are solutions to problems you are facing regarding the verification in order to access your winnings.

As the casino representative wrote above, they requested the verification documents earlier via email, and the verification can be completed by submitting the requested documents via email for convenience. We cannot punish the casino for adhering to the requirements of their regulator regarding your verification. I encourage you to find the time and not postpone your verification.

Feel free to read about how we review casinos here https://casino.guru/our-casino-reviews to avoid any misunderstandings of what is included in the casino rating on our website.

Unfortunately, without your cooperation, we aren't able to proceed further with this complaint, and I am forced to close it.

Rest assured that the complaint stays public so other players can read about your experience in the future.

We Have received the following message from Oleksii:

"I requested withdrawal on May 23rd, still haven't received it.

casino.guru closed my complaint

https://casino.guru/nomini-casino-player-is-enquiring-help

You are trying to brush off the fact that you recommended me a terrible service where I ran into problems. I expect a real downgrade for this casino on your list. This is my requirement.

documents were sent and silence in response, no reaction

 I am dissatisfied with the rating of the casino guru, and even more so, the rating of the nominee is not justifiably high and I think that this is corruption and the rating is bought."

We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Nomini Casino,

Could you please provide feedback regarding Oleksii’s verification documents?

Good day,

Thank you for reaching out to us.

Let us inform you that the customer's account verification is still pending and we are waiting for the client to provide the documents requested previously.

The latest email with the documents request was sent by us on 24.06.2022.In case of any further questions, please, let us know.

Best regards,

Nomini.com

Hello Oleksii,

Could you please confirm you submitted the documents to the casino as they requested?

I sent documents but did not receive a response

Thanks, Oleksii for the update.

Nomini Casino,

Have you received any emails or documents from Oleksii since your last request? Were there any documents attached relevant to the verification process? Please provide us with feedback so we can figure out how to proceed next.

Good day,

Thank you for reaching out to us.

We would like to kindly ask the customer to specify in which way they provided the documents to Nomini.com – either if they uploaded them via the specific feature in the client's profile on the website or if they sent the documents via email. Let us also kindly ask the player to specify the email address that they sent the documents from and to.

We would also like to point out that we could not locate any documents provided by the customer in our system so far.

In case of any further questions, please, let us know.

Best Regards,

Nomini.com

Hello Oleksii,

Could you please let us know in more detail about your attempts to send the verification documents to the casino?

According to the casino, there is a section on the casino's website to submit the requested documents. Were you able to access it?

Dear Oleksii,

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.

Hello all,

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.