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I won the Farewell February tournament. It ended at 1 a.m. on March 1, 2021. To this day, I have not received the first prize of € 800. Already asked for it several times in the chat, no answer received ...

Ich habe das Farewell February Turnier gewonnen. Es war am 1. März 2021 um 1.00 Uhr beendet. Den ersten Preis über 800 € habe ich bis heute nicht erhalten. Schon mehrmals im Chat danach gefragt, keine Antwort erhalten...

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, the prize has not yet been credited to my casino account.

Kind regards

Michael W *** S ***

Hallo, der Preis wurde noch nicht innerhalb meines Casinokontos gutgeschrieben.

MfG

Michael W*** S***

Hello, the prize has not yet been credited to my casino account.

Kind regards

Michael W *** S ***

Hallo, der Preis wurde noch nicht innerhalb meines Casinokontos gutgeschrieben.

MfG

Michael W*** S***

Could you please forward a screenshot of the final tournament results? My email address is petronela.k@casino.guru.

I didn't take a screenshot. I didn't know that such complications would arise in your casino. It's not like I don't play in any other casinos ... I've never had such problems! Are you familiar with the Farewell February tournament? You should have the results. In the ranking I was listed as "you", the other players with numbers. It was just PlaynGo games like Reactoonz II, Coils of cash, Lord Merlin Lady of the Lake (this game was also my highest win, over € 200 with a stake of € 0.20, which is over 1,000 in the tournament's points evaluation. Points, screenshot enclosed, the win was made on Saturday, February 27, 2021 afternoon, after this win I was in first place until the end of the tournament), Ice joker and Cat wilde eclipse of the sun god You can

certainly check which games I have played and what profits I have made.

Ich hab kein Screenshot gemacht. Ich wusste ja nicht das es in Ihrem Casino zu solchen Komplikationen kommt. Es ist ja nicht so, dass ich in keinen anderen Casinos spiele... Solche Probleme hatte ich noch nie !!! Ist Ihnen das Turnier Farewell February bekannt ? Sie sollten doch die Ergebnisse haben. In der Rangliste wurde ich als "Sie" geführt, die anderen Spieler mit Nummern. Es waren nur PlaynGo Spiele wie Reactoonz II, Coils of cash, Lord Merlin Lady of the Lake (bei diesem Spiel war auch mein höchster Gewinn, über 200 € bei einem Einsatz von 0,20 €, was bei der Punktewertung des Turniers über 1.000.Punkte gebracht hat, beiliegend Screenshot, der Gewinn wurde am Samstag den 27. Februar 2021 nachmittags erzielt, nach diesem Gewinn war ich auf Platz 1 bis zur Beendigung des Turniers), Ice joker und Cat wilde eclipse of the sun god. Sie können

sicherlich prüfen welche Spiele ich gespielt habe und welche Gewinne ich erzielt habe.

Hello Michael,

I’m sure you understand that I don’t work for Nomini Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

I will now transfer your complaint to my colleague Viliam 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.

Hello Michael,

I looked at your complaint and will do my best to help you. I would like to invite Nomini Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello, the problem is simple, the prize for winning the tournament has not yet been credited to my casino account, even though the tournament ended on March 1st, 2021. thanks a lot for your efforts

Hallo, das Problem ist einfach, der Preis für den Turniersieg wurde bis heute meinem Casinokonto nicht gutgeschrieben, obwohl das Turnier am 1. März 2021 beendet war. Vielen Dank für die Bemühungen

Dear all,

We sincerely regret that such a delay has occurred in regard to crediting the prize for participation in the tournament "Farewell February" which was conducted by the game provider Play'n GO.

We would like to inform you that the prizes for having taken part in the tournament mentioned above have been credited accordingly.

The customer has been also notified via email about it.

Thank you for your understanding.

Best regards,

Nomini.com Team

Hello, thank you very much for your effort. The prize was actually credited to me yesterday.

Kind regards

Michael Schmid

Hallo, vielen Dank für die Bemühung. Der Preis wurde mir gestern tatsächlich gutgeschrieben.

MfG

Michael Schmid

Dear Michael,

can I consider this case as resolved, please?

And

Ja

Dear Michael,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru