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Hello. I am from Sweden but living in Germany atm so I hope it’s okay I write in English. I’m Jonathan and received a non sticky bonus. I got 350 euros that I was able to withdraw. I withdrew it and they asked for all verification. I provided it and they closed my account even though I gave all information. They then said that they would send the money to the credit card I deposited the money with. And then they said that they could not send the money to the credit card the I deposited with which is extremely strange.. Please help

Dear lenthi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any explanation from the casino why your account has been blocked and winnings confiscated? Could you please advise where’s your permanent residency? Have you registered your account submitting Sweden or Germany as your country?

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

Best regards,

Petronela

I have registered myself in Sweden. I am at the moment living in Germany. But I just moved from Sweden. I registered my resident as German then as I now live in Germany. And my nationality I registered as Swedish like it should be. The casino just told me my verification did not go through although I sent all papers with clear pictures. They then said account blocked and all winnings would be sent to that account. They then said they would put it on the card that deposited the money.

They then said that it did not work to send bank transfer although i deposited via bank transfer through that card so then it should work. And if my verification now so happen did not go through. Why would they even ask me for where the money should be sent through my email address? That’s just strange.

Have you provided a proof of your German address? I have checked terms and conditions, and Sweden is listed between restricted countries https://nomini.com/en/rules:

I do have proof of my German address. I sent even a paper as proof of my address with a bill to my address with my name and everything on it.

If you need me to send it here I can do that.

Thank you, lenthi, for your reply. Could you please specify when you have registered the account and when you moved to Germany?

I registered I believe around Christmas time so around 22nd 23rd or 24th of DecemberDon’t remember exactly but 24th December I requested my first withdrawal. Then the money did not show up so I did it again the 27th December. That is 2020. I moved to Germany around August/July.

I unfortunately got sick so I had to return to Sweden for a little bit before going back in September again.

So now I am living right here in Germany. The only reason I went home was because I was sick and my

mother wanted me to come home to her house.

Thank you very much, lenthi, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Lenthi.

I am sorry to hear that you have a problem with this casino. May I ask, the same document (the covid-test) you send to the casino as proof of address? And if yes, what was their answer?

Thats the proof yes. They just said we could not verify you. They did not specify if it was the address or card id or passport. But this is a very strong document since it was sent to my mailbox at my address in my name. So should for sure be enough. If not then I just have to see if I can get another document. However in any case it doesn’t matter because they said they would send all the money to the credit card I deposited with. And they said they could not put the money to the card that I deposited with using bank transfer which is stupid. And then they asked me where they should send the money but if I now am not verified why do they do that? Although I have proof and strong documents that shows my Identity and address. What I am trying to say is that even though they could not identify me they still asked me where they should send the withdrawals too since they cannot send it to my card via bank transfer for some reason? But I deposited the money using this specific card...

They did not say it was because of the COVID document or passport or anything like they just said denied without anything else stated

Usually, casinos for KYC need a national ID and utility bill photo. (utility bill not older than 3 months) Maybe your COVID test confused them.

I would like to invite the casino representative into the case. I am sure the casino representative explain to us what happened and how to proceed.

Yes please thank you. Also may I ask the casino to tell me how its possible that I Used my card to deposit the funds using bank transfer and you are still not able to send the money to that card via bank transfer. Also if I Now have not been verified and you are still asking me where to send the money? That is what is confusing me. Please explain all of that to me.

Dear CasinoGuru,

We will now provide further clarification regarding this case.

The player has not passed our KYC procedure due to being a Swedish national and we do not accept Swedish players on NoMini, due to regulations and as stated within our General T&C.

Please, note that we will pay out the winnings that have been made by the player and the account will remain permanently closed.

Currently, our Finance team is working on a way to process the withdrawal in a smooth and convenient manner for both parties involved.

We would like to apologize in case there has been some misunderstanding in our communication with the player that has caused this complaint to arise.

Kind regards,

NoMini Administration

alright then. Keep this post up for now until we have sorted this. Thanks

I have now sent my crypto address let’s hope this works then.

Dear CasinoGuru,

We are glad to notify you that the winnings have been paid out from our side.

The player has been notified via an additional email earlier today.

We kindly ask him to confirm the above information, which should be considered as enough to have the case amicably resolved and closed for all parties involved.

Looking forward to your cooperation.

Best regards,

NoMini Administration

Lenthi, could you please confirm that you received the money?

Yes i have received the money. Thank you very much indeed.

Dear Lenthi and casino representative,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.