Nomini Casino - Das Spielerkonto wurde geschlossen.

Hello, my gaming account has been closed and the funds inside are no longer accessible.

Salve mi e stato chouso il conto di gioco e i fondi al suo interno non sono piu accessibili

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, please allow me to ask you a few questions.

• When exactly did you register at this casino, and when was your account blocked?
• Which slot games did you play to accumulate your winnings?
• Could you please send me a screenshot or a link to the bonus you activated and played with?
• Have you passed full KYC verification, or at least submitted any identity documents to the casino for verification?
• Please describe your gameplay style in more detail.
• Additionally, kindly forward the email you received from the casino after your account was blocked to veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for the screenshot.

Could you please specify the exact date when your withdrawal request was processed by the casino? Please note that we generally recommend allowing up to 14 days for winnings to appear in your wallet or bank account.

Have you received the funds in the meantime, or has the casino provided you with any updates regarding the withdrawal?

Hi, the casino hasn't processed any withdrawals yet. I contacted them again but due to administrative reasons, they decided not to do anything in the email they sent me.

Salve il casino non ha ancora elaborato nessun prelievo, li ho ricontattati ma per decisione amministyrativa hanno deciso di non fare nulla nella mail che mi hanno mandato

Hello Mando001,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Mando001

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Mando001,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Nomini Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.

Hello everyone.

Dear Mando001,

We would like to kindly inform you that your account has been closed and your funds have been deducted from your account due to the point of 9.1 of our Terms & Conditions.

Thank you for your understanding.

Best regards,

Nomini Team

Dear casino representative,

thank you for your response. Could you please provide me with the player's full game history?

Dear Mando001,

according to the rule the casino representative referenced, it seems you might have participated in some form of strategy. If so, could you please explain your actions so we have a better insight on this case?

I didn't use any strategy, I simply won by playing a bonus that they gave me

non ho effettuato nessuna strategia ho semplicemente vinto giocando un bonus che mi hanno dato loro

Dear Martin,

We will provide to you the player's full game history as soon as possible.

Thank you all for your patience.

Kind regards,

Nomini Team

Dear casino representative,

thank you for your response, I will be awaiting the mentioned document.

Dear all,

We kindly inform you that the mentioned document has been sent directly to the client via e-mail from the relevant team.

Dear Dear Mando001,

You may kindly share this document with the Casino Guru representative.

Thank you all for your cooperation.

Best regards,

Nomini Team

Dear casino representative,

thank you for your response.

Dear Mando001,

please share the document with me at martin.l@casino.guru.

Hi Martin, I sent you the document via email.

ciao martin ti ho inviato il documento via e mail

Dear parties,

thank you for your cooperation.

Dear casino representative,

I believe that according to the game history provided, there are no grounds for confiscation of funds. In case you believe the player has breached terms in a particular way, please let me know the reasoning here in the thread or at martin.l@casino.guru.

Dear all,

We kindly inform you that we are reviewing the matter with our relevant team and we will have updates for you at the nearest time.

Thank you so much for your patience.

Kind regards,

Nomini Team

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 Martin,

We kindly inform you that we have sent you an e-mail regarding the case. Please, kindly check your inbox.

Thank you all for your patience and your cooperation to resolve the matter.

Best regards,

Nomini Team

Dear casino representative,

thank you for your detailed response.

Dear Mando001,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that you have used a strategy that directly breaches casino's terms and conditions, along with principles of fair gambling. For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Martin