Nomini Casino - La cuenta del jugador ha sido cerrada.

I requested a closing of my nomini account due to gambling problems on 20 August 2023, my account was reopened from the Website this year and I lost more than CHF 10.000 after that.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nomini Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain what actions of the casino led to your account being reopened? Who were you in contact with regarding the reopening of your account?
• Is your account currently closed? When was your account reopened and closed?
• Have you already asked the casino for a refund due to failed player protection? With what result?
• Could you please share with me your recent communication with the casino regarding the issue? Send the information to my email at tomas@casino.guru or post screenshots here.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello

my account was reopened without action from my side. I just received an Email from them as a welcome mail, I did not register.

I Made a refund request yesterday. no feedback yet.

my account is still open, after my complaint email they had give me a Cashback Bonus…

Thanks for the clarification.

Has the casino responded to your request?

Have you saved the original self-exclusion request sent to the casino in 2023?

Would you be able to share any recent response you received from the casino on the topic?

Send the information to my email at tomas@casino.guru for review.

I apologize for the inconvenience.

hello

Please not publish the pictures.

i have my self exclusion email for "gambling problems" attached on italian.

Nomini answered with the confirmation.

after my complaint email 1 week ago they told me, that they will not refund the deposits.

please help me.

Dear Domdom,

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,

Tomas

Hello Domdom,

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 ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also 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? Why was the player's account reopened? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history, so we can calculate the refund?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Domdom,

Thank you for reaching out to us regarding this matter. We appreciate you bringing this case to our attention.

We are writing to let you know that we have escalated your case to a specialized team for a detailed review. They are currently looking into the specifics to ensure we provide the most accurate resolution possible.

We understand the importance of getting this resolved quickly and will provide you with an update as soon as more information becomes available.

Thank you for your patience.

Kind regards,

Nomini casino Team

Dear casino representative,

thank you for your response, we will be awaiting more information from the dedicated team.

Dear All,

We are writing to sincerely apologize for the continued delay in resolving your recent inquiry. We understand that waiting for a resolution can be frustrating, and we appreciate your patience while we work through this.

Please be assured that our specialist team is still actively investigating the matter. These cases can sometimes require a more in-depth review to ensure we provide the correct solution, which has unfortunately taken longer than initially anticipated.

We are monitoring the progress closely, and as soon as a definitive update becomes available, I will reach out to you immediately.

Thank you for your continued understanding.

Best regards,

Nomini casino Team

Dear All,

We would like to provide a brief update regarding your ongoing inquiry. We are aware that this is taking longer than expected, and we sincerely apologize for the extended wait.

Please rest assured that your case remains a priority for our specialist team. They are conducting a thorough review to ensure a proper resolution, and we are following up with them daily.

We truly value your continued patience and will notify you the moment we have more information.

Best regards,

Nomini Casino Team

Dear casino representative,

can you please give us an approximate timeframe when the investigation could be finished?

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 All,

We would like to apologize and inform you that we are actively working on this request.

Once we have an update, we will contact you accordingly.

Best regards,

Nomini.com

Good morning

I would like to inform casinoguru that to date I have not received any response or contact from Nomini since I opened the case.

Buongiorno

vorrei informare casinoguru che fino ad oggi non ho ricevuto alcuna risposta o Contatto da parte di Nomini da quando ho aperto il caso.

Dear Martin,

We hope this email finds you well.

Following our recent review of this matter, we have sent a detailed email to your inbox regarding the next steps in the process.

We kindly ask that you locate and review that message at your earliest convenience. Your input is essential for us to finalize the review and continue moving forward with this case.

Please let us know if you have any trouble finding the email or if you require any additional information.

Best regards,

Nomini Casino Team

Dear Domdom,

We are writing to provide you with an update on the status of your case.

Please accept our apologies for the delay in reaching a resolution. We are currently conducting a thorough review of all the associated details to ensure that every aspect of your case is handled with complete accuracy.

At this stage, we are awaiting further information from the representative. As soon as we receive their feedback and have a definitive update for you, we will inform you immediately.

Thank you for your continued patience and understanding while we finalize this process.

Best regards,

Nomini casino Team

Dear casino representative,

I have issued a response to your email.

Dear Domdom,

We have completed a thorough review of the details provided regarding your account and the activity following your closure request.

We are writing to inform you that we have approved a full payout of the net losses incurred after your request was submitted. This amount totals to 8,395.07 EUR.

To ensure the highest level of security for this transaction, we have sent a separate, secure email requesting your current bank details. For your protection, please reply directly to that specific email with the required information.

Once we have received and verified those details, we will proceed with the refund immediately.

Thank you for your patience while we finalized this review.

Best regards,

Nomini casino Team

Dear casino representative,

thank you for your response and your commitment to responsible gambling principles.

Dear Domdom,

please proceed as asked by the casino and keep us informed on any new developments afterwards.

Good morning

Thank you. I have forwarded all the information to Nomini as requested. I look forward to receiving your payment and will let you know when the case can be marked as resolved.

Buongiorno

grazie. Ho inoltrato tutti i dati a Nomini come richiesto. Attendo con piacere il pagamento e vi informo quando il caso potrà essere contrassegnato come risolto

Dear Domdom,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Nomini Casino Team

Dear parties,

thank you both for your cooperation. Please keep us updated on the status of the refund.

Dear All,

We hope this message finds you all well.

We are pleased to inform you that the refund transaction has been successfully completed.

Kind Regards,

Nomini Casino Team

I confirm that I received the refund. Thank you, Casinoguru.

Confermo di aver ricevuto il rimborso. Grazie Casinoguru

Dear Domdom,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Nomini Casino for their involvement in the resolution process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always 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.

Best regards,

Martin

Casino.Guru