Nomini Casino - Під час гри гравець зазнав технічних збоїв.

Dear Casino.Guru!

The casino closed the case for good last week.

They have no evidence that an error has occurred in the system. They wrote that my internet is bad. Since then, I have proven in several letters that there is a problem with the site. Since then, for example, the Lightning Roulette logo has been removed from the site, which was bad. I also reported this error. (there_is.png; missing.png)

The complaint is as follows:

On July 26, I reported the bugs to the casino. After 2 weeks, the casino indicated last week that they did not want to credit the bets I suffered due to their faulty side.

I described everything in detail to them in an email with evidence.

On July 21, 2021, such an error occurred on the site and then the amount was credited within a week. (Gmail - Refund.pdf)

Now that the amount is so large, they don’t want to credit the amount. (bad_bet1.png, bad_bet2.png)

The internet is bad, they say.

This is a very bad excuse.

I was able to take a picture of each error message. (error1.png, error2.png, error3.png)

I attach the bets where the error occurred. (bad_bet1.png, bad_bet2.png)

The transactional story is also faulty shit because it doesn’t show the games well.

From history (bets.png), it seems that I have never placed such a large amount of bets, so I canceled them while betting.

Because the nomini casino page wrote error messages, the site crashed so I could not cancel the bet. This is the responsibility of the casino. Due to the poor quality of the website, I lost the amount I didn’t even want.

I also attach a conversation with the operator where the administrator confirmed that I had started canceling the bet. Unfortunately, the game manager accepted the bet because the nomini page wrote an error or crashed. Therefore, the bet was not canceled.

This is a serious problem on the part of the nomini casino and is not the responsibility of the operator. (operator.png)

The case was investigated for 2 weeks and I got the answer that there was no error when I sent clear error messages about the page error.

Oddly enough, the casino does not admit mistakes, in the first case the amount was acknowledged and credited. Not now, because it's a large sum.

I also attach evidence where there seems to be no problem with my internet and the nomini page loads in minutes.

https://drive.google.com/file/d/1KTlXJ1bJkO3vbqbMO7Qo2fwMguah4Wfa/view?usp=sharing

Since then, I’ve made 2 more videos, the page takes minutes, and 1-2 minutes of downtime at the roulette table is a BIG problem.

https://drive.google.com/file/d/1dyJeoXkJf8CiPhRwhAkpTuiD04vLMeea/view?usp=sharing

https://drive.google.com/file/d/1Z3lLUkwB41FP1i6oHZ4RT_WVibjAaPiv/view?usp=sharing

I enclose an additional correspondence in which I have all the evidence that there was no problem with my internet.

Nomini.com has no evidence to support this. They keep coming to the operator that the bets have been accepted. I know this, but the problem is that the nominal side freeze was adopted due to errors.

I have attached my degree in computer science, for ridiculous reasons they do not want to credit the amount to my account.

As an IT engineer, I can identify IT errors.

Nomini.com's decision is final, but I do not accept it because I have sent clear error messages that confirm it. I played fair all along, I wouldn’t complain if it weren’t for the mistake. That is why I am asking the casino to be held accountable.

I enclose the terms and conditions accepted in the nomini.com general terms and conditions. (GTC.PNG)

According to them, they undertake:

6.20 Software errors, faulty financial transactions, etc. In the event that the Company is entitled to write off the erroneously accumulated funds from the client's account and undertakes to refund to the client's account the amounts incorrectly described or not accumulated due to a technical problem. . within 30 (thirty) days after the error is detected.

All the evidence in the text can be found here:

https://drive.google.com/drive/folders/14DtCviEhRNXN5ZIsYvZDUYDtmROsxYkT?usp=sharing

The casino owes a total of HUF 11,815,000.

I ask the casino to credit the amount due to their malfunctioning website.

Thanks for your help,

Norbert G****

Dear Norbert,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please advise how long you have been experiencing this problem?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Dear Petronela!

I wrote to your email.

Ever since I started playing here again in July I have been experiencing bugs. I also described in the complaint that an incorrect amount had been credited on 21 July. it was the same as what is in the complaint.

Thanks for your help,

Norbert

Thank you very much, Norbert, for your email. Do I understand correctly that the main issue is that while playing the Lightning Rouletet you have tried several times to cancel your already placed bets, unfortunately, due to errors on the website you were unable to do so? Were those bets accepted and lost?

Could you please explain why you haven't stopped playing if the issue persisted?

Dear Petronela,

Yes, exactly.

As I described in the complaint, "On July 21, 2021, such an error occurred on the site and then the amount was credited within a week. (Gmail - Refund.pdf)". It was the same mistake and I thought the amount would be credited. If I know that, I won't play anymore. But I think it’s a much larger amount, so they don’t credit the amount.

Could you please advise how many bets have been placed and attempted to be cancelled? Ideally, please forward your game history in Excel format and highlight the disputed ones. Thank you very much.

Dear Petronela!

There on google drive.

(bad_bet1.png, bad_bet2.png)

All of the following ones?

Yes, 8 bets.

So the first session took place on the 26th of July (7,26 - 8,24) when you have placed and attempted to cancel 5 bets. Were any other bets placed successfully in between?

The second session took place on the 6th of August (1,00 - 1,03) with additional 3 bets. The same question please, have you placed any successful bets in between?

There were also successful bets when there were no error messages and crashes, yes.

I understand. Therefore, I have requested your game history in Excel format, please.

Excel format? This should be asked of the casino, there is no such option in the transaction history.

I could barely get these either because this website is a disaster. But I also described this in the complaint.

I also wrote that it’s ridiculous that I have internet bugs. I am an IT specialist, there was no problem with the internet. The casino has no evidence.

I understand your frustration, but please acknowledge that you don’t have evidence that you attempted to cancel your bets either. How would you like to prove it? Honestly, if a player is experiencing technical difficulties while playing why wouldn’t they stop betting?

There is no supporting evidence that the casino made a mistake and no solid ground to request a refund.  

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

There are all the error messages on the google drive. Isn't that solid enough evidence? As I wrote, the previous wrong bet was credited, so I kept playing. How should I have known that now they would not if they were credited for the same mistake? Did you also read the operator conversation? It is also reinforced there. I don't know what proof you need yet.

I just saw that I forgot to put operator.png on the drive. Anyway, did you read the whole complaint letter?

I have read everything carefully. There is written several times that the issue has been examined thoroughly by the relevant department and all the bets have been completed successfully.

Only because you insist that you have been compensated earlier for the same mistake we will try to contact the casino, but please understand that without supporting evidence we stand almost no chance to succeed.

I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I think I photographed clear error messages. Apparently the casino denies it for an amount like this. Thank you.

Dear Andrej!

When will there be any development with the complaint?

Dear nrbrtgyn,

I read through your complaint and I understand the situation. I’ll contact the casino and see if I can help.

I would like to invite Nomini Casino team to join this conversation and comment on nrbrtgyn’s complaint.

Good day,

Thank you for reaching out.

We have performed a thorough investigation of this case internally and with the provider. We can confirm, that no irregularities have been discovered in the player’s game session.

According to our game logs, the player has successfully participated in the game rounds during the mentioned game time stamp. Based on the activity in the provider’s back office, it is clear that there was no discontinuity between one game and another, therefore it is indicating that the player had a chance to bet on every round without any need to refresh the page due to technical issues. Additionally, our technical team replied after an investigation that they did not find any interruptions or bugs at the customer’s game logs from our side for the period mentioned by the customer. The errors presented by the customer cannot appear in the middle of the game, it can only happen if the game was not loaded for various reasons. As confirmed by the Evolution Support agent in the conversation with the client, the client did indeed try to cancel the bets, however, it was too late to do so.

We have still raised a formal request to the provider in order to investigate the issue further. They confirmed, that all of the bets have been successfully accepted in full amounts. There have not been any unsuccessful bet attempts, nor unsettled bets. The above information corresponds with the answer provided to the client by the Evolution Support Agent, confirming that there were no errors on the side of the operator. The provider also confirmed that Evolution Gaming was running properly and no irregularities have been noted on their end during your live casino activity.

In conclusion, there are no signs of in-game irregularities. Moreover, the Evolution Gaming investigation confirmed the above statement. Therefore, we are forced to deny the player’s refund request based on the above information.

We hope the above clarifies the matter.

Please let us know if any additional information is needed.

Thank you for your cooperation.

Best Regards,

Nomini

Unfortunately, I cannot accept your position.

Weren't there any mistakes? This is impossible.

Which developers work for the service provider so they don’t see the bugs? Then why did these error messages appear? Did the displayed errors occur during the game, as they support that the error did not come then? The error3.png image also shows an "Waiting to connect" error message, I didn't see anything on the roulette wheel, so it's not fair. The error2.png image also shows me how to contact the casino. All this is relevant evidence. You described that Evolution support also confirmed the deletion, this is further evidence. Because the page crashed and an error message was written, I couldn't delete it!

It was only possible to play after the page was refreshed. I don’t usually make such high bets, this has been confirmed by history. Why would I do it now?

Unfortunately, aren’t you writing the truth to prove your claims?

Also, why was the amount credited earlier due to the same error?

As far as I know, I won’t play anymore on August 6th and it won’t happen. So this is very unfair because now all my money is lost due to mistakes?

So I’m still waiting for you to write the amount back to my account. You've done this before, now why not? Why did the investigation take so long? Apparently something had to be invented so he wouldn’t be wrong.

Thank you, Nomini Casino team, for clarifying. Please forward the official statement of the game provider and any other relevant evidence to my e-mail address andrej.p@casino.guru.

And the casino also explains why you credited the amount to my account on July 21st when I reported the same error.(Gmail - Refund.pdf)

Why not now? Is it because the amount is so high? There is a lie here in the air ...

I asked for the evidence several times, I never got it. In principle, I have a right to do so.

Dear Andrej,

Please check your email. All information was sent to you.

Have a good day,

Sincerely,

Nomini

Nomini Casino!

Would you answer my question?

Also, why isn't the evidence sent to me?

Dear Andrej!

Did the nomini send the evidence?

Dear nrbrtgyn,

I apologize for the delayed response. Yes, the casino has provided the statement from the game provider, as well as other evidence suggesting that during your game sessions no errors occurred on the casino’s side or the game provider’s side. Unfortunately, the evidence provided by you and the evidence provided by the casino representative is not sufficient to make any conclusions in this case. Therefore, I strongly recommend you submit an official complaint to the casino’s Licensing Authority (Curacao Antillephone).

Please let me know if you decide to do so and/or our assistance is needed. I will gladly help you with it.

Dear Andrej!

I wrote to Curacao Antillephone before but didn’t get any feedback. Can you help me with what I messed up?

Thank you, nrbrtgyn, for your cooperation. Unfortunately, the time range in which the licensing authority responds varies from case to case. Sometimes it’s a few days, but sometimes it can even take months.

Feel free to forward the e-mail you sent to the authority to my e-mail address andrej.p@casino.guru. I can take a look and let you know if any information is missing.

Hello

I forwarded the email to your email address.

Thank you 🙂

Dear nrbrtgyn,

Thank you for forwarding the e-mails. The e-mails contain all the necessary information, so there should be no problem.

As the Licensing Authority has already been notified about the issue, we will now close this complaint as ‘Waiting for the decision of regulator’. Once the decision of the authority is known, we will classify the complaint accordingly.

Please keep me posted via e-mail.

We’ve reopened this complaint as per the casino's request.

Dear Andrej!

The casino has disabled my account for no reason.

I wrote them a letter explaining why, but I didn't get a response.

There are only problems with this casino.....

Good day,

Thank you for the opportunity to provide an additional explanation for the evidence provided before.

We hope the below further clarifies in full our decision in this case. We will provide the explanation for each of the errors and the other materials provided by the client.

1. Error 1.

The client claims that the error appeared during the round, however, we would like to highlight that the screenshot proof provided does not have a timestamp to confirm it. Since it is visible on the screenshot that the game is not open in the full screen, we can conclude that the time stamp was deliberately cropped. To investigate this error, we had to use the balance amount visible on the screenshot. According to the balance on the screenshot, the error appeared at any time between 2021-07-26 21:24:06.6484 and 2021-07-27 13:38:27. The client did not provide enough proof to support his claim that the error appeared during the bet. Moreover, the screenshot was made before the game was open. We did check the bet that was made before the error appeared, and according to the back office of the provider, the bet was successfully completed, and the betting was marked as "Healthy", which means there were no failures during the bet. In addition to all of the above, in the same conversation with Evolution support agent the client references in regard to this error, the agent informs the client that there were no difficulties on the operator’s side.

2. Error 2.

The client provided the screenshot of this error as a proof while initiating the complaint. Once again, the timestamp is not visible on the screenshot. The client’s balance at the time of the error suggests that the screenshot was made after the withdrawal request was created on 2021-07-27 13:38:27 and before any bets were made. Since the screenshot was made before any bets were placed in the game, this proves that the client did not get this error mid-round.

3. Error 3.

The balance at the time of the error and the time stamp correspond with the bet made on 2021-07-21 22:41:55.7266 (please note that the betting history from our back office is displayed in the GMT+3 time zone). The bet was checked in the provider’s back office, and it was completed successfully, and betting was marked as "Healthy" which means there were no failures during the bet.

The client did not provide any other screenshots or recordings of the errors he claimed to have faced. The screenshots of the betting history do not provide any evidence to support his claim. We did perform checks of the bets included in the history on these screenshots in the operator’s back office and provider’s back office. We also contacted Evolution Gaming for additional investigation, as mentioned in our previous replies. They confirmed that all of the bets have been successfully accepted in full amounts. The transcript of the client’s correspondence with the Evolution gaming support agent further supports our decision. Based on the above, we do not have any evidence to believe that a malfunction on our side caused the player to lose the claimed amount. According to the analysis provided above the errors, the client could have faced could not influence the game result.

We hope the above settles the case. We also forwarded the above information with all the relevant screenshots to the email address of Andrej.

We appreciate your cooperation.

Looking forward to your reply.

Best Wishes,

Nomini.com

Dear Nomini!

I do not agree with your proof.

I photographed several cases, should I have pressed the save screenshot button for each error?

Why do such problems occur at idle only at your casino? Several users have complained about your error, I have read several complaints about the site. Then why are you falsifying the allegations?

Previously, on July 21st, why did you accept the screenshot without a timestamp?

I didn't think I had to go down the dates either, so that's the only way I could crop the image ... For each erroneous reception, the photographed error messages came up. You do not have to look at the balance because it is impossible to photograph all the error messages for each bet.

These error messages are generated by the page, why is the page full of so many errors anyway if you claim you never have an error? I invented these errors? All your statements contradict your writing.

Also, you still haven’t explained why you previously credited the amount on July 21st because of the same error? I indicated the same thing there. Now that the amount is so large, of course, you are claiming that the error could not have appeared.

Because of your bad website, I am now suffering the damage, you have not made any offer to keep the customer satisfied or compensate for the cause of the errors.

This still proves nothing. So please write back the amount to my account and also respond to my further payment complaints via email.

Thanks,

Norbert G***

Thank you, Nomini team, for providing additional information along with relevant evidence.

Dear nrbrtgyn,

Unfortunately, after a thorough review of all relevant facts and the provided evidence, we are rejecting this complaint as ‘unjustified’.

Please note that as per our correspondence with the regulator, they did not (and it seems they will not) provide an official statement on this case. I’m afraid there’s not much we can do about that and I'm 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 will try our best to help.

Dear all,

As explained earlier, we will now close this complaint as ‘Rejected’.