Nomini Casino - Die Einzahlung des Spielers ist nicht angekommen.

Hello, since the casino doesn't really help me, I feel compelled to open a complaint.

I deposited €210 at the casino on 8/26/2022. These were also successfully debited from my account.

On August 30, 2022, €50 was deducted from my account by the casino without me making a deposit.

The casino has not credited it nor have I received a refund.

According to the casino, the payment has allegedly not been received.

I then contacted the payment provider. He confirmed receipt at the casino. See screen

I get no help from the casino. Apparently the payment didn't arrive.

Emails are now being ignored.

Does anyone have a similar problem?

I am curious and ask for help

Hallo, da mir vom Casino nicht wirklich geholfen wird sehe ich mich gezwungen eine Beschwerde zu eröffnen.

Ich habe am 26.8.2022 im Casino 210€ einbezahlt. Diese wurden auch erfolgreich von meinem Konto abgebucht.

Am 30.8.2022 wurden von meinem Konto 50€ vom Casino abgebucht ohne das ich eine Einzahlung vorgenommen habe.

Im Casino ist weder eine Gutschrift erfolgt noch habe ich den Betrag zurückerstattet bekommen.

Laut Casino ist die Zahlung angeblich nicht eingegangen.

Ich habe darauf hin den Zahlungsanbieter kontaktiert. Dieser hat mir den Eingang beim Casino bestätigt. Siehe Screen

Vom Casino bekomme ich keine Hilfe. Die Zahlung wäre angeblich nicht angekommen.

Emails werden mittlerweile Ignoriert.

Hat jemand ein ähnliches Problem?

Ich bin gespannt, und bitte um Hilfe

Dear LauraP,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

Hello, this is the problem. The payment was debited from my account without making a deposit.

However, the balance was neither credited nor refunded in the casino.

According to the casino, the payment has not been received.

The payment provider has confirmed receipt at the casino. According to the payment provider, the payment has been executed and received.

I do not know how to continue. I feel abandoned by the casino

Hallo, das ist das Problem. Die Zahlung wurde von meinem Konto abgebucht ohne das ich eine Einzahlung veranlasst habe.

Das Guthaben wurde im Casino aber weder gutgeschrieben noch zurückerstattet.

Laut Casino ist die Zahlung nicht eingegangen.

Der Zahlungsanbieter hat den Eingang beim Casino bestätigt. Die Zahlung ist laut Zahlungsanbieter ausgeführt und angekommen.

Ich weiß nicht mehr weiter. Vom Casino fühle ich mich verlassen

Can you please forward the payment confirmation here or to nikolas.b@casino.guru please?

The post was deleted due multiplicity.

Thank you very much for the screenshot. Please note that based on our experience it might even take a month to receive an misplaced deposit. However as almost 3 weeks passed since the deposit, I will forward your complaint to my colleague Tomas who will be assisting you from now on and will try to get in touch with the casino to find out what happen.

Wish you best luck resolving it.

Regards,

Nick

Hello LauraP,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you.

Could you please share a screenshot from a transaction of one of your regular deposits in the casino that was successful from the same app you used in your last reply, so we can see the recipient? I want to make sure the recipients of the transactions are the same.

Also, could you share with us the reply of the casino when you contacted them with this issue? Please send it to my email at tomas@casino.guru Much appreciated!

Dear LauraP,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.