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Good evening, I requested a withdrawal of €500 on 03/20/2024. On 03/21, the withdrawal was listed as completed, but I didn’t see any money credited to my account. Hence, I contacted my bank, who informed me that there was an incoming instant transfer, but it was cancelled by the sender. I've been trying to get my money, but the casino hasn't been cooperative. They've been telling me for over a week that my case has been forwarded to the appropriate department and that I should await a response via email -- a response which I've yet to receive.

Buonasera, il giorno 20/03/2024 ho richiesto un prelievo di €500, il giorno 21/03 il prelievo viene descritto come completato, ma non vedo i soldi accreditati, allora contatto la mia banca la quale mi dice che si c’era un bonifico in entrata istantaneo, ma che è stato cancellato dal mittente. Sto cercando di prendere i miei soldi ma il casinó non sta collaborando in quanto è più di una settimana che mi dicono che il caso è stato inoltrato al dipartimento competente e che devo aspettare risposta via mail, cosa che non è mai avvenuta

Hello simonecald7,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nomini Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi, my account doesn't require verification it says, and I played with real money without bonuses

Ciao, il mio account non necessita di verifica c’è scritto, e ho giocato con soldi veri senza bonus

I spoke to the casino today and always the same response, I will receive an email but they never contacted me again

Ho parlato oggi con il casino e sempre la stessa risposta , riceveró una mail ma non mi hanno mai ricontattato

And it's not my first withdrawal request, I've made many others but they've never given me so many problems

E non è la mia prima richiesta di prelievo, ne ho fatte molte altre ma non mi hanno dato mai cosi tanti problemi

Good evening, there's news, I made another withdrawal of €400 and it was successful, only this one of the €500 has problems

Buonasera, ci sono novità, ho fatto un altro prelievo da 400€ ed è andato a buon fine, solo questo dei 500€ da problemi

Thank you simonecald7 for all information provided. I will now forward your complaint to my colleague Jakub (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello simonecald7,

I am Jakub and from now on, I will be taking care of your complaint.

I would like to invite Nomini Casino's representatives to join this discussion in order to resolve this issue.

Dear Nomini Casino,

Could you please provide an update on the status of the player's withdrawal request?

Best Wishes,

Jakub

Dear Simone,

Thank you for reaching out.

Please be informed that we sent you proof of payment obtained from the payment provider via email.

In the meantime, your bank statement was sent to be checked one more time.

Best regards,

Nomini.com

Yes, you sent the proof of payment, but I repeat, I never received it, as written by my bank it was sent, but it was not credited because it was cancelled.

Si, avete inviato la prova di pagamento, ma io vi ripeto non l’ho mai ricevuto, come scritto dalla mia banca si è stato inviato, ma non è stato accreditato perché cancellato.

Dear Simone,

Thank you for your reply.

Would you be so kind as to contact your bank and provide them with the proof that we sent you, and then get back to us and show their response? Thank you in advance.

Best regards,

Nomini.com

Dear simonecald7,

As per the casino's instructions, it appears that the only viable option is to heed their advice and reach out to your bank to obtain information regarding this specific transaction. Subsequently, you can either upload the evidence to this thread or send it to my email address (jakub.m@casino.guru).

Thank you in advance for your reply!

Best Regards,

Jakub

Good morning, I contacted my bank by telephone, also sending the bank transfer details, they repeat that the bank transfer was canceled by the sender. So they have no request for accreditation. They also told me that a second instant bank transfer was made, which was also canceled by the sender and therefore not successful.

Buongiorno, ho contattato la mia banca telefonicamente, inviando anche il cro del bonifico, loro ripetono che il bonifico è stato cancellato dal mittente. Quindi a loro non risulta nessuna richiesta di accredito. Mi hanno detto inoltre che è stato fatto un secondo bonifico instantaneo, anche questo cancellato dal mittente e quindi non andato a buon fine.

Good morning everyone,

I want to express my gratitude to simonecald7 for the update. In a situation like this where we're faced with a 'word against word' scenario, having physical evidence becomes crucial for making informed decisions.

Given the circumstances, I kindly request Nomini Casino to provide the latest proof of payment. If feasible, please upload the evidence to this thread or send it directly to my email address (jakub.m@casino.guru). Additionally, I would appreciate any insights into why these transactions have been cancelled.

Thank you in advance for your prompt attention to this matter.

Best Regards,

Jakub

Dear Jakub,

Thank you for message.

Please be informed that we sent you an email to jakub.m@casino.guru.

Best regards,

Nomini.com

Dear Nomini Casino,

Thank you for providing the evidence confirming that the payment was issued on March 21st, as previously stated.

Hello simonecald7,

Do you have any updates regarding this case? Have you already received your funds?

Best Regards,

Jakub

Good morning, I will directly copy and paste the message the bank sent me:

(we have evidence of a transfer of €500 from Inpay which was cancelled, the operation was therefore not successful. We invite the payer to check with their bank and possibly repeat the operation, the receipt of the transfer will not be it was successful, therefore since it was instant it was cancelled, therefore the credit was not received. We invite you to check with the payer)

If needed I can send photos of the chat

Buongiorno, copio e incollo direttamente il messaggio che mi ha inviato la banca:

(abbiamo evidenza di un bonifico di 500 € da Inpay che è stato cancellato, l'operazione non è quindi andata a buon fine. Invitiamo l'ordinante a verificare con la propria Banca ed eventualmente a ripetere l'operazione, la ricezione del bonifico non è andata a buon fine, quindi essendo istantaneo è stato cancellato, non è quindi avvenuto l'accredito. Ti invitiamo a verificare con l'ordinante)

Se serve posso mandare le foto della chat

Hello again simonecald7,

Thank you for your reply. Certainly! If possible, please provide screenshots or any other evidence that could help us better understand this issue.

Dear Nomini Casino,

Could you please check with your payment provider if this particular payment actually went through and wasn't cancelled on it's way?

Thank you!

Jakub

I sent you the photo by email, since I can't upload it here

Ti ho inviato la foto per mail, visto che qui non riesco a caricartela

Yes, I've received the screenshot you sent, and thank you for providing it.

However, I need to inform you that the screenshot alone could not be considered a trustworthy proof. To consider this evidence, we would require an officially issued document from your bank confirming that the payment was indeed cancelled by the payer.

Thank you for your understanding.

Jakub

Hi, so my bank told me via chat that it doesn't have this type of documentation, my bank said that I can send the list of account movements as proof of the failure to credit the transfer, which for them appears as no movement

Ciao, allora la mia banca sempre per chat mi ha detto che non ha questo tipo di documentazione, la mia banca ha detto che posso mandare la lista dei movimenti del conto come prova del mancato accredito del bonifico, che per loro figura come nessun movimento

Dear simonecald7,

I kindly remind you that the casino has confirmed the payment has been successfully sent to your bank account. Thus far, we have not received any evidence from you indicating non-receipt of the funds. We would greatly appreciate it if you could provide us with your bank statement, covering the period from the withdrawal date until now. This will allow us to thoroughly review all incoming transactions and amounts. Please send the statement to my email (jakub.m@casino.guru) at your earliest convenience.

Thank you for your cooperation.

Best Regards,

Jakub

I sent you everything via email

ti ho mandato tutto tramite mail

Dear simonecald7,

Thank you for providing additional information. However, at this juncture, the evidence presented remains insufficient for us to reach a decision. While the bank statement you've submitted indicates transactions made in March, it's plausible that the funds were credited to your bank account in April. Additionally, the document itself lacks trustworthiness, having been processed through the CamScanner App, which could potentially allow for alterations.

Would you kindly consider providing an original PDF document generated directly from your bank app, covering the period from March 20th until the present date (or the latest possible date)? If such a document is not readily available within your app, I recommend reaching out to your bank for assistance in obtaining it.

Given that you've previously received withdrawals to the same account, it's reasonable to assume that there are no issues with your banking data or connection. It's important to note that the casino has provided proof of payment. Therefore, I must inform you that if you do not provide sufficient evidence to support your complaint, it will unfortunately be rejected.

Jakub

Ok I ask my bank to provide me with the bank statement from March 20th to today.

Ok chiedo alla mia banca di fornirmi l’estratto conto dal 20 marzo ad oggi.

Dear simonecald7,

Thank you for providing the document. I highly advise sending this bank statement to the casino as well.

Dear Nomini Casino,

Upon reviewing the provided bank statement, there doesn't appear to be an incoming transaction from your casino. Could you please verify whether the payment has been completed successfully on your end?

Thank you in advance!

Dear Customer,

Would you be so kind as to provide us with the bank statement that you sent to the forum representative via email? Thank you in advance.

Best regards,

Nomini.com