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i received an email

from casino and was saying that I won a lottery with an amount of 600€. I entered casino and it was true. I had an amount of 600€ and the wager was x1. I played some slots and when I complete the wager, I requested a withdrawal of 500€. At first they asked for papers like ID, residential papers, bank etc. I sent them everything they asked but still wanted statements from Revolut card which I had made deposits. I’ve send them the statements and waiting! Then they asked from me a statement that showing a specific date. I’ve sent them also! Every time I was sending them, the KYC section was saying "accepted". After 3 weeks of sending papers and statements, they asked me to send the a statement from last year, but not from Revolut I’ve meds the deposits, but from my other national card I was topping up my Revolut. I’ve send them also and was accepted! And after all these, they closed my account with an excuse that I was transferring money between players…. That was an amazing excuse! Ofcourse I’ve lost my winnings.

Dear Speechy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, many casinos prohibit the transfer of funds between players. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Can you advise if these allegations are accurate?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

Good evening,

There was no transfer of funds between me and any player! After all, how could such a thing happen?

They accepted all the statements I sent them. You can see the photo below.

I sent them a 35 page statement to see my transfers from my national card to Revolut! And they accepted this as you can see above in the photo.

Unfortunately all our communication was done through the live chat of Nomini Casino where there is no possibility of transcript.

Below I also list photos of what I have been asked for lately. I didn't keep screenshots from the live chat because they didn't tell me anything important.

If you need anything else, I'm at your disposal.

Yours sincerely

Καλησπέρα σας, 

Δεν υπήρξε καμία μεταφορά κεφαλαίων ανάμεσα σε εμένα και τον οποιονδήποτε παίχτη! Άλλωστε πως θα γίνονταν κάτι τέτοιο;

Αποδέχθηκαν όλα τα statements που τους έστειλα. Μπορείτε να δείτε την φωτογραφία παρακάτω. 

Τους έστειλα statement 35 σελίδων για να δουν τις μεταφορές μου από την εθνική μου κάρτα προς την Revolut! Και αυτό το δέχθηκαν όπως παρατηρείτε παραπάνω στην φωτογραφία. 

Δυστυχώς όλη η επικοινωνία μας έγινε μέσω του live chat του Nomini Casino όπου δεν υπάρχει δυνατότητα transcript. 

Παρακάτω σας παραθέτω επίσης φωτογραφίες με αυτά που μου ζήτησαν τελευταία. Δεν κράτησα screenshots από το live chat γιατί δεν μου έλεγαν και κάτι σημαντικό. 

Αν χρειαστείτε κάτι άλλο, είμαι στην διάθεση σας. 

Με εκτίμηση 

Thank you very much for your reply, Speechy. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Speechy,

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.

Good evening,

I have forwarded you the communication you requested in your email

Καλησπέρα σας,

Σας έχω προωθήσει την επικοινωνία που μου ζητήσατε στο email σας

Hello Speechy,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Speechy, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Speechy for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nomini Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Dear Peter, 

Thank you for contacting us.

We sent you an email with details of our actions and the related evidences. Looking forward to hearing from you. 

Best Regards, 

Nomini

Thank you for providing me with the information Nomini Casino representative.

Dear Speechy, the casino has provided me with evidence of third party funds used to deposit to the casino. This behaviour is considered as collusion as is prohibited in most casinos in the industry. I strongly advise against such behaviour in the future. With that in mind, we believe the steps the casino has taken are justified and subsequently we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter