Nomini Casino - La compra de la tarjeta del jugador se ha retrasado.

I'm from Germany, my phone is acting up, I can't change my location.

I've been chasing after a resolution to my case for almost a week and a half now. Nomini Casino recently changed its coin prices, but one of my trading cards is still showing the old price. I'm constantly stuck in the chat about this, but I'm not getting any help. I was told to send a video screenshot to Nomini's email address, which I did, but nothing has happened. I have enough coins to buy the card; I think it's supposed to cost 100 instead of 10. I have almost 163 coins, but nothing is happening. I'm begging for help because these coins are worth several thousand euros, and I only need this one card. I've attached evidence: a video from a few days ago and a current screenshot.

Ich bin aus Deutschland mein Handy spinnt kan den Wohnort nicht ändern

Es geht darum ich laufe seid knapp 1,5 Wochen einer Bearbeitung meines Falles nach das nomini casino hatte vor etwas Zeit eine Umstellung das münzen teurer wurden aber einer meiner Sammelkarten steht auf einem alten Preis ständig hänge ich deswegen im Chat aber Hilfe erhält man nicht ich sollte ein Video Screenshot an die E-Mail Adresse von nomini schicken habe ich getan bis heute nix passiert ich habe genug münzen drauf um die Sammelkarte zu kaufen ich denke statt 10 soll die 100 kosten ich habe knapp 163 münzen aber es tut sich nix ich bitte um Hilfe da diese münzen mehrere tausend Euro wert sind und ich nur noch diese 1 Karte brauche ich habe Beweise angehangen 1x Video vor paar Tagen und einen aktuellen Screenshot

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you tried opening the casino website through a different browser to see if the problem persists?
• Have you tried clearing your cookies and cache, deleting your browser history, and then logging into your casino account again?
• When was the last time you contacted customer support regarding this issue? Have you contacted them via live chat or email? What was their suggestion regarding this problem?

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

Yes, of course I've tried everything, including speaking with customer service. They now want a screenshot from my laptop or PC. I told them I don't own a PC or laptop, but they insist. I keep using the chat and emailing, but nothing is being done to solve my problem.

Ja natürlich habe alles versucht auch mit dem Kunden Service zu sprechen sie wollen von mir mittlerweile einen Screenshot am Laptop oder PC ich sagte ihnen das ich keinen PC oder Laptop besitze sie bestehen darauf ich gehe ständig im Chat oder an die E-Mail Adresse es kommt nix zustande was mein Problem lösen kann

Let me briefly explain the problem: you can collect coins in Nomini to complete a card collection. Eventually, you can buy them for real money once you've collected all 10 cards. However, the coin system was updated, and the cards became more expensive. Unfortunately, this one card didn't get the new price, presumably 100 coins. I've been in the chat almost continuously for two weeks because the problem is definitely due to the incorrect price. It's now listed for purchase at 10 coins, but when I try to buy it, it says "Oops, that didn't work," as you can see in the screenshot and video. I currently have 168 coins. I've tried to resolve this, and support refers me to an email address. These employees respond whenever they want—sometimes in a day, sometimes after a week. Now they're demanding that I make a screen recording from a laptop or PC. I pointed out that I only have a mobile phone, and the video and screenshot clearly show the problem I'm experiencing.

Ich erkläre mal kurz das Problem man kann bei nomini münzen sammeln um eine Karten Sammlung zu vervollständigen am Ende bringt das Echtgeld wen man alle 10 Karten gesammelt hat das System der münzen wurde aber aktualisiert und die Karten wurden teurer leider hat dieser eine Karte den neuen Preis vermutlich 100 münzen nicht übernommen ich bin seid fast 2 Wochen dauern durchgehend im chat da das Probleme definitiv an dem falschen Preis liegt sie wird halt für 10 münzen mittlerweile zum Kauf freigegeben aber wen ich sie kaufen will steht da ops das hat nicht funktioniert wie im Screenshot und Video zusehen aktuell habe ich aktuell 168 münzen ich habe versucht das ganze zu klären der Support verweist mich auf eine E-Mail Adresse diese Mitarbeiter antworten wann sie wollen mal in 1 Tag mal erst nach 1 Woche sie verlangen jetzt von mir das ich eine Bildschirm Aufnahme über einen Laptop oder PC mache ich verwies darauf das ich nur ein Handy habe und das Video und auch der Screenshot ja das Problem zeigt was ich habe

Hello, good day. I had another nerve-wracking chat experience today. They're being stubborn; they absolutely insist on a screen recording on my PC or laptop. I can't do this, though; it's a bug on their website. I've repeatedly and politely explained that I don't own a PC or a laptop. I'm slowly reaching my breaking point.

Hallo guten Tag ich hatte heute wieder ein nerven aufreibendes Chat Erlebnis sie stellen stur sie wollen unbedingt eine Bildschirm Aufnahme am PC oder Laptop ich kann dies aber nicht bewerkstelligen es ist ein Fehler auf deren Website ich habe immer wieder freundlich gesagt das ich keinen PC besitze und auch kein Laptop ich bin langsam mit den Nerven am Ende

Dear Mariepsy

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, Martina (martina.b@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

I have updates, but unfortunately, they're being difficult. I've already contacted them four times, explaining that I don't have a laptop or PC with Google Chrome, nor do I know anyone who does, to address the same problem I've demonstrated in the video and screenshots. They claim they can only investigate it with a screen recording on a PC or laptop using Google Chrome. I only have my smartphone, and the problem is clearly visible. This screen recording they want me to create ultimately shows nothing different than my video and screenshots. I feel this is just stalling tactics. They also don't address why they won't investigate using the video and screenshots I provided, since a screen recording on a PC or laptop wouldn't show anything different. I've now spent almost 300 coins, and the problem persists. They're not helping; they're demanding something I absolutely cannot provide. I've asked around, and I don't know anyone else who uses Firefox. The funny thing is, my phone runs on Google Chrome.

Ich habe Updates leider stellen sie quer ich habe bereits 4x Kontakt aufgenommen das ich kein Laptop oder PC mit Google Chrome habe oder Leute kenne die einen haben für das gleiche Problem was ich im Video oder auch Screenshot dargelegt habe sie meinen nur mit einer Bildschirm Aufnahme am PC oder Laptop mit Google Chrome können sie dies untersuchen ich habe nur mein Smartphone und das Problem ist ja ersichtlich und diese Bildschirm Aufnahme die ich erstellen soll zeigt letztendlich nichts anderes als mein Video und Screenshot ich empfinde dies als hinhalten Technik sie gehen auch auf die Frage nicht ein wieso sie anhand meines Videos und Screenshot den ich bereitgestellt habe das ganze nicht zu untersuchen da auf einer Bildschirm Aufnahme am PC und Laptop nichts anderes angezeigt würde mittlerweile habe ich fast 300 münzen das Problem besteht immer noch sie helfen nicht sie verlangen etwas was ich absolut nicht geben kann ich habe mich umgehört ich kenne keinen die nutzen alle Firefox das lustige ist mein Handy läuft auf Google Chrome

Dear Mariepsy,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Nomini Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and help the player with the issue?

Thank you in advance for providing the information.

Hi Martina, you should simply put the correct price on the coin so I can buy the missing card, but you want a screen recording on a PC/laptop. I don't have either, and the problem is clearly visible in my video and screenshot.

Hallo Martina sie sollen einfach den richtigen Preis auf die münze machen damit ich die fehlende Karte kaufen kann aber sie wollen eine Bildschirm Aufnahme am PC Laptop ich habe beides nicht und das Problem anhand meines Videos und Screenshot sind doch Zweifelsfrei zu sehen

Dear Mariepsy,

I understand your concerns, however, I would like to clarify that the matters you mentioned are outside the scope of my role. As a mediator, I am not in a position to make such decisions or take direct action in this regard.

We will need to wait for the casino representative to review the situation and determine what options may be available.

Thank you very much for your patience and understanding.

Hi Martina, no, the casino should simply adjust the coin price so that I can buy them.

Hallo Martina nein das Casino soll den münzenpreis einfach anpassen das ich sie kaufen kann

Dear Mariepsy,

Thank you for reaching out to us.

We are sorry to hear about your frustration and will do our best to find a solution for your case.

We would kindly like to ask you to send us a screenshot from your achievements.

Additionally we would highly recommend to use google chrome, clear all your browser and cookies and try again to conduct the purchase.

Please note that in some cases a desktop is required, this may also help you in order to complete the purchase.

Kind regards,

Nomini Team

Hello, I have submitted a screenshot and a video here. My phone is running Google Chrome, and the map has an error that needs to be fixed by you.

Hallo ich habe einen Screenshot und auch ein Video hier eingereicht mein Handy läuft über Google Chrome die Karte weißt einen Fehler auf der von euch behoben werden muss

Here again is the one card I can't buy, and as you can see, one card is missing. However, the price of that card has never been updated, so I can't buy it. My coin balance is currently at 423. Dear Nomini Team, I would like to ask you to increase the price of this card to the current 100 coins so that I can finally complete this collection.

Hier nochmal die eine Karte die ich nicht kaufen kann und der Rest wie sie sehen fehlt eine Karte jedoch ist der Preis der Karte nie aktualisiert wurden ich kann sie nicht kaufen mein münz stand ist inzwischen bei 423 liebes nomini Team ich würde sie bitten den Betrag dieser Karte auf das aktuelle 100 münzen zu machen damit ich endlich diese Sammlung schließen kan

Here's a screenshot from an incomplete collection so you can see that all prices in the hundreds have been updated, except for the one card from the Egypt collection that costs 100 euros. This isn't to clarify what I mean; the price of 10 coins is incorrect, which is why I can't buy it.

Hier ist ein Screenshot aus einer noch nicht vollständigen Sammlung damit man sieht das alle Preise im Hunderter Bereich aktualisiert wurden nur die eine Karte aus der Sammlung Ägypten die 100 Euro betragen nicht damit sie wissen was ich meine der Preis 10 münzen ist falsch deswegen kann ich sie nicht kaufen

Dear Nomini Casino,

is it possible to be fixed, please?

Dear Mariepsy,

Thank you for your reply and the provided screenshots.

Please be informed that we forwarded your case with high urgency and expect further information and updates as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Nomini Team

Dear Nomini Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Thank you, dear Martina, for helping me. Thank you to the Guru Team.

Danke liebe Martina das sie mir helfen danke an das Guru Team

Dear Mariepsy,

Thank you for your patience.

We would kindly like to inform you that all information have been forwarded to the game provider and we expect the fixing of the problem.

However we need to inform you that this may take some time as we have to rely on the solution from the game provider. Please note that we marked the request as urgent.

Thank you for your understanding.

Kind regards,

Nomini Team

Dear Nomini Casino Team, thank you very much for the update and for your swift resolution to the issue.

Dear Mariepsy, I understand your desire for a quick resolution, and I understand how frustrating this situation may be. However, since the matter is currently beyond the casino's control, I kindly encourage you to remain patient during this time.

Dear Mariepsy,

Thank you for your patience.

Please be informed that we are frequently checking for updates regarding your case from the gameprovider.

However, as already mentioned, this may take some time.

We will inform you once we receive confirmation that the issue was solved.

We thank you for your understanding.

Kind regards,

Nomini Team

Dear Mariepsy,

Thank you for your patience.

Please be informed that we are still depending on the update from the game provider.

Please be assured that we are trying our best to push the case as fast as possible.

We thank you for your understanding.

Kind regards,

Nomini Team

Dear Mariepsy,

Thank you for your patience.

Unfortunately, we are still waiting for an update of the game provider.

In the meantime we would kindly like to ask you to try it again.

We thank you for your understanding.

Kind regards,

Nomini Team

Dear Mariepsy,

Please let me know, if you were able to buy it. Thank you so much

Hello dear nomini and Casino Guru, unfortunately nothing has changed. Here's a screenshot showing that it hasn't been fixed.

Hallo liebes nomini und Casino Guru leider hat sich nix getan hier der Screenshot das es leider nicht behoben wurde

Dear Nomini Casino Team,

Thank you for the update.

As I understand, the matter is currently with the game provider. I would kindly ask you to follow up with them and, if possible, urge them to review the case as soon as possible.

Please keep us updated on any progress.

Thank you very much for your cooperation.

Dear All,

Thank you for your reply and patience.

We apologize for the delay in this case. We already contacted the game provider and expressed the urgency of the request.

We will inform you as soon as possible with further information and updates.

Thank you for your understanding.

Kind regards,

Nomini Team

To be honest, it's taking a little too long for me. Could I at least get some small compensation? I pay in regularly, etc.

Langsam ehrlich gesagt dauert es mir ein wenig zu lang kan ich wenigstens eine kleine Entschädigung bekommen ich zahle regelmäßig ein ect

Dear Mariepsy,

Thank you for your reply.

Unfortunately, we still did not receive any information from the game provider.

As we understand that this delay may be frustrating we would like to offer you a 100 EUR Cashbonus on your account in order to solve this claim.

Please let us know if you agree to this offer.

Kind regards,

Nomini Team

I gladly accept the cash bonus. Thank you, dear Nomini team, for the solution. I accept this offer.

Gerne nehme ich den cashbonus danke liebes nomini Team für die lösung ich nehme dieses Angebot an

Dear Mariepsy,

Thank you for your reply.

We are happy to inform you that the cash bonus has been added to your account.

You may enter your account and activate the bonus.

We thank you for your cooperation.

Kind regards,

Nomini Team

Thank you Nomini Casino for the good will!

Dear Mariepsy,

did you have a chance to activate this bonus?

Good day, yes, the bonus was there and I was able to activate it.

Guten Tag ja das Bonus war da und konnte ihn aktivieren

Dear Mariepsy

Thank you for letting me know. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.