Nomini Casino - Рахунок гравця закрито, а виграш не виплачено.

Dear Casino Guru,

I am writing to formally submit a complaint against Nomini Casino regarding unpaid tournament winnings.

In May 2024, I participated in two tournaments on the Nomini Casino platform and was expected to receive a total of 3250 euros in prizes. The details are as follows:

• Mighty Coin Clash Tournament (19.05.2024 - 26.05.2024):

Position: 1st Place

Prize: 1250 euros

• Majestic Clash Tournament (19.05.2024 - 26.05.2024):

Position: 1st Place

Prize: 2000 euros

Despite my successful participation and rankings, the winnings were not transferred to my account. Additionally, my account was closed, and my remaining balance was refunded without including the tournament prizes.

I initially addressed this issue through the casino’s live chat support and was instructed to email customer support. However, my subsequent emails to customer support have gone unanswered.

I seek your assistance in resolving this matter and ensuring that I receive the winnings I rightfully earned.

Thank you for your attention to this matter.

Sincerely,

Claude

Dear bricefox,

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. 

• Could you please advise if you have any evidence that you participated in these tournaments and won?
• Have you received any explanation from the casino regarding the blocked account? 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

Dear Kristina,

Thank you for your assistance in resolving this issue.

I will forward a screenshot of the leaderboard from these tournaments, which shows the first letters of my credentials. The casino website should be able to confirm this information. Unfortunately, the casino has not provided any explanation or notification regarding the blocking of my account. I have forwarded all relevant communication with the casino to the provided email address.

I hope this information will be helpful for the investigation.

Best regards,

Claude

Thank you very much, bricefox, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, bricefox,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Nomini Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and prizes unpaid?

If it was only a mistake - can you provide us with an estimated time frame for paying the prizes from the tournaments in question?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out.

Before we can proceed with any further actions, we will require additional documentation to be provided by the customer, in order to verify certain account details.

In particular, we kindly ask the customer to provide us a picture of their ID (both sides), as well as a Proof of Address document.

Thank you in advance.

Best regards,

Nomini team

Dear Nomini Casino team, Dear Casino Guru,

I have provided my passport as ID document and a payslip as proof of address via mail.

Best regards

Claude

Thank you both for your replies and updates.

Dear Nomini Casino team,

Can you provide us with the information if the casino received the documents, if everything is OK with them, and/or if the casino can proceed with any further actions? Is anything else needed from the user?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Extending the timer for the casino one more time because they replied before. However, please note if no one from the casino comments on the matter or provides us with relevant information/details/updates until the current timer expires, the complaint will be closed in accordance with my previous post.

Dear customer,

We apologize for the delayed reply.

Thank you for providing the documents.

We would like to ask you to provide us with the following:

• Residence permit or any government issued documents for Germany; 
• A proof of address document such as a utility bill (water, electricity, gas) not older than 6 months, showing the address used when creating the account.

We are awaiting your return.

Best regards,

Nomini team

Dear Nomini Casino,

I have sent my Residence permit and internet bill as proof of address via email.

I am awaiting your feedback

Best regards

Claude

Thank you both for your replies and updates.

Dear bricefox,

Have you already received any response from the casino? Is there any progress? Can you provide us with an update?

Dear Branislav,

There is no update from the Casino so far

Dear Nomini team,

Can you please provide us with an update regarding the user's account/KYC? What are the next steps?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings,

Extending the timer for the Nomini team once again and will ping them also outside the thread.

Thank you for your patience and understanding.

Dear customer,

We have not received any new documents from you since the last request.

As we can see, the documents sent after our previous reply on September 5th were not the ones requested.

We are able to see the passport and the payslip, however the documents that were requested were:

• Residence permit or any government-issued documents for Germany; 
• A proof of address document, such as a utility bill (water, electricity, gas) not older than 6 months, showing the address used when registering.

We encourage you to send the documents as a reply to the email where they were requested (reference number - 17659330), or, if you have sent them before, please provide us with a screenshot of the email you sent, with all the details of the email visible.

Best regards,

Nomini team

Dear Nomini Team,

On 03.10.2024 I uploaded again my residence permit and my bank account statement as reply to the email where they were requested.

I am awaiting your feedback

Best regards

Claude

Thank you both for your replies and updates.

Dear Nomini Casino Team,

Can you please look at the situation and provide us with feedback? Is everything already alright regarding the provided documents?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your patience.

Please note that the Proof of Address document does not match the address indicated on the account.

We kindly ask you to provide another proof of address document, such as a utility bill (water, electricity, gas) not older than 6 months, showing the address used when registering.

Thank you in advance.

Best regards,

Nomini team

Dear Nomini Casino

I have recently relocated for work reasons. I have sent you proof of my previous address in response to our earlier email exchange, where I provided proof of my current address. Could you please verify these documents and update my information in your system if you are considering reopening my account?

Best regards,

Claude

Dear Nomini team,

Can you provide us with the list of documents the casino would need to update the user's personal details in his casino account in accordance with the information in his last post? Or, what needs to be done on the user's side to pass the verification if he changed the address in the meantime?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Extending the timer for the casino once again.

Dear all,

Please be informed that we received all the required documents from the customer.

The account has now been re-opened and verified.

We are currently checking if the claimed tournament winnings were uncredited.

We will let you know as soon as we have updates.

Best regards,

Nomini team

Great! Thank you for your response and the update.

Feel free to let us know about any updates.

Looking forward to hearing from you.

Dear all,

We would like to inform you that the winnings in the amount of 3250 EUR have been credited to the account.

Best regards,

Nomini team

Thank you for the update, Nomini team.

Dear bricefox,

Can you please confirm the above-stated? Has your issue been completely resolved so we can consider the matter closed?

Is there anything else we can help you with?

Dear All,

I am pleased to confirm that my account has been reactivated and verified, and the tournament winnings have been successfully credited.

Thank you, Casino Guru, for your mediation in this matter, and thank you, Nomini, for your cooperation.

Kind regards,

Claude

Great news, bricefox!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you very much, Nomini Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru