Nomini Casino - La jugadora está luchando por retirar sus ganancias de bonificación.

The casino refuses to award me my winnings.

They gave me 20 FS x40, as a birthday bonus.

I have completed the wagering requirements. I won 26 euros.

Oliver told me in the online chat that I should make a minimum deposit to request withdrawal of my winnings. And that it was not necessary to bet the deposit. I only had to deposit and could request the withdrawal of the deposit + the bonus.

I deposited 10 euros.

So I had 36 euros in my account (10 euros deposit + 26 euros of bonus winnings)

I communicated thousands of times in the chat and in conclusion they told me that I had to deposit x1 my deposit to request my withdrawal.

They said Oliver was wrong to tell me not to bet my deposit.

I request that they grant me my 36 euros.

And let the casino take Oliver's mistake, because ultimately they must honor the information they provide to customers.

It is completely unacceptable that they do not admit that they were wrong.

They must own the mistake of their customer service agents.

I have the transcript of all the chats.

El casino se niega a otorgarme mis ganancias.

Me dieron 20 FS x40, como bono de cumpleaños.

Completé los requisitos de apuesta. Gané 26 euros.

Me dijo Oliver en el chat en línea que debería hacer un depósito mínimo para solicitar el retiro de mis ganancias. Y que no era necesario apostar el depósito. Solo debía depositar y podía solicitar el retiro del depósito +el bono.

Deposité 10 euros.

Entonces tenía 36 euros en mi cuenta (10 euros de depósito + 26euros de ganancias de bono)

Me comuniqué miles de veces en el chat y en conclusión me dijeron que debía depositar x1 mi depósito para solicitar mi retiro.

Dijeron que Oliver se equivocó al decirme que no debía apostar mi depósito.

Solicito que me otorguen mis 36 euros.

Y que el casino asuma el error de Oliver, porque finalmente deben honrar la información que proporcionan a los clientes.

Es completamente inaceptable que no reconozcan que se equivocaron.

Deben asumir el error de sus agentes de atención al cliente.

Tengo la transcripción de todos los chats.

Dear Lauarual,

Thank you very much for submitting your complaint and forwarding relevant screenshots. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any other relevant communication to petronela.k@casino.guru? I’m interested in the transcript where the casino admitted that the first information given to you by Oliver was inaccurate.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Petronela, the relevant information has been sent to your email.

I want to add the following information:

* After the casino (agent Dani) told me in the chat that I should bet my deposit of € 10 x1 (skrill) and that agent Oliver made a mistake when he told me otherwise, I received an email that said:

The casino asked me to make another minimum deposit with another means of payment, and that they would pay me the winnings this way (proof sent to Petronela by mail)

* I immediately contacted the chat to find out what this meant. Another minimum deposit? A second minimum deposit but with another means? And my skrill deposit?

Anthony answered me in the chat, and he told me that it was not necessary to make another deposit.

* Are you taking me for a fool ??? In the mail they tell me one thing, and in the chat they tell me completely the opposite ???

Again the Casino contradicts itself, they say one thing through the chat, then another agent tells me completely the opposite! Who to believe?

PLEASE REQUEST THAT THE CASINO GIVE ME MY € 36.

IF THEY DON'T WANT TO PAY ME THIS, DO YOU THINK I'LL MAKE ANOTHER DEPOSIT?

Petronela, la información relevante ha sido enviada a tu correo electrónico.

Quiero agregar la siguiente información:

* Luego que el casino (agente Dani) me dijera en el chat que debía apostar mi depósito de 10 € x1 (skrill) y que se equivocó el agente Oliver al decirme lo contrario, recibí un mail que decía:

El casino me solicitó que haga otro depósito mínimo con otro medio de pago, y que así me pagarían las ganancias (prueba enviada a Petronela por mail)

* Inmediatamente comuniqué al chat para saber que significaba esto. Otro depósito mínimo? Un segundo depósito mínimo pero con otro medio? Y mi depósito de skrill?

Me atendió Anthony en el chat, y me dijo que no era necesario hacer otro depósito.

* Me están tomando por tonta??? En el mail me dicen una cosa, y en el chat me dicen totalmente lo contrario???

Nuevamente el Casino se contradice, dicen una cosa por el chat, luego otro agente me dice totalmente lo contrario! A quien le creo?

SOLICITO POR FAVOR QUE EL CASINO ME ENTREGUE MIS 36 €.

SI NO QUIEREN PAGARME ESTO, ACASO PIENSAN QUE HARÉ OTRO DEPOSITO?

Petronela:

I want to update this case:

THEY FINALLY PAID ME MY 36 EUROS.

AFTER YOU TIRED THEM IN THE CHAT! (I sent you the proof by email)

However, it seems important to me that the rating of this casino is reviewed.

It is too high for how disastrous they are.

You can see it in the chat and in all the tests I sent.

They handle information tremendously badly. They can be nice in the chat, but they don't agree, it is not enough to be nice, they must be serious and provide the same information in the chat and by mail.

PLEASE CLOSE THE COMPLAINT.

Petronela:

Quiero actualizar este caso:

ME PAGARON FINALMENTE MIS 36 EUROS.

LUEGO DE HABERLES CANSADO EN EL CHAT! (Te envié por mail la prueba)

No obstante, me parece importante que se revise la calificación de este casino.

Es demasiado alta para lo desastrosos que son.

Pueden verlo en el chat y en todas las pruebas que envié.

Manejan tremendamente mal la información. Pueden ser amables en el chat, pero no se ponen de acuerdo, no es suficiente ser amables, deben ser serios y proporcionar la misma información en el chat y por mail.

POR FAVOR CERRAR LA QUEJA.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Lauarual, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

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