Nomini Casino - Igrački račun je zatvoren, a dobici su konfiskovani.

I hereby submit this formal complaint against Nomini Casino due to the sudden closure of my account and the withholding of my legitimate winnings without any clear or justified reason.

I played on the platform in a normal and fair manner and accumulated winnings totaling $25,000 USD. When I attempted to withdraw my funds, my request was rejected. Shortly after, my account was permanently closed without any proper explanation or evidence of wrongdoing.

Case details:

Casino: Nomini Casino

Registered email: [hidden by Casino Guru]@gmail.com

Username: George

Disputed amount: $25,000 USD

Date of issue: 19/5/2026

I confirm that I have fully complied with all terms and conditions of the platform, including any required verification (KYC) procedures. I have not engaged in any activity that would justify account termination or confiscation of my winnings.

Therefore, I respectfully request the following:

A clear and formal explanation for the account closure

A full investigation into my account activity

Payment of my outstanding balance of $25,000 USD or reinstatement of my withdrawal access

I also request that appropriate action be taken to ensure fair treatment and prevent similar practices affecting other users.

I am prepared to provide all supporting evidence upon request, including screenshots, transaction history, and correspondence with the casino.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 completed the full KYC verification process at this casino, or was your account blocked while the casino was still reviewing your documents?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without using a bonus?
• Could you please forward the email you received from the casino after your account was blocked to veronika.f@casino.guru?

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

Hello Veronika,

Thank you for your reply and for looking into my case.

Regarding the KYC verification, my account was still under review, but the VIP manager kept telling me that everything was fine and there was no issue with my account.

I accumulated my winnings from slots, including jackpot wins.

The only emails I received from the casino were informing me that my withdrawals had been canceled. After that, I tried to log into my account, but I could not access it anymore and received the following message:

"This account is under review and can't be logged into."

I then contacted the VIP manager on Telegram, and she replied with this message:

"Hello, your account has been closed as per administration's decision. Our support team will reach you shortly with more information."

However, nobody ever contacted me afterward. The VIP manager then blocked me, and I never received any further emails from the casino. I also tried sending several emails to their support team, but nobody replied to any of them.

Thank you again for your help. I hope this issue can be resolved soon.

Best regards

Dear GeorgeQ13

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, Kubo (jakub.m@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

For your information.

I had successfully withdrawn funds from my account on three separate occasions prior to this incident, and all previous withdrawals were processed normally without any issues or delays.

However, after I won a significantly larger amount, my account was suddenly closed and my access was revoked without any clear explanation. This change in behavior only occurred after the large win, despite my previous transactions being fully verified and completed successfully.

Hello GeorgeQ13,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear GeorgeQ13,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Nomini Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Nomini Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of his winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Player,

Please be advised that your account has been closed and all active winnings have been voided under Clause 2.3 of our Terms and Conditions.

Residents of the following countries (the "Excluded Jurisdictions"): Afghanistan, Armenia, Belarus, Bulgaria, China, Curaçao, Cyprus, Denmark, Estonia, Georgia, Iran, Iraq, Israel, Lithuania, Malta, the Republic of Moldova, Romania, Russia, North Korea, Netherlands, Sweden, Ukraine (including the territory of Crimea), United Kingdom, United States of America, Cote d’ivoire, Netherlands Antilles, Japan do not have the right to open accounts with our Website or add monetary funds to their accounts. We reserve the right to change the list of Excluded Jurisdictions at our sole and absolute discretion and without forewarning. All such changes will be published on our Website. You must check the Terms frequently to make sure you are not located in any of the Excluded Jurisdictions as updated from time to time. If you live in or are located in one of these jurisdictions, you agree not to open and/or use your account on the Website and to immediately close your account if you have previously opened it.

Because this violates the rules accepted during registration, the account will remain permanently deactivated.

Kind regards,

Nomini Casino Team

Thank you for your response.

However, your reply does not address the main issue of my complaint.

I did not create or use my account from an excluded jurisdiction. I created the account while physically present in Jordan, and Jordan is not listed as an Excluded Jurisdiction under Clause 2.3.

I never claimed to be a Jordanian citizen. I am a Palestinian citizen who was legally staying in Jordan at the time of registration, deposits, gameplay, and withdrawals. I have evidence supporting my presence in Jordan during that period, including a Jordanian mobile service registered in my name.

Furthermore, I was allowed to deposit, play, and successfully withdraw funds before. No concerns regarding my nationality, jurisdiction, or account eligibility were raised until after I won a jackpot of approximately $26,000.

If the casino believes I violated Clause 2.3, I respectfully request specific evidence showing:

1. When and how the casino determined that I was located in an excluded jurisdiction.

2. Why my account was allowed to deposit, play, and withdraw previously.

3. Why no action was taken before the jackpot win.

4. Why my winnings were confiscated instead of requesting additional verification or proof of residence.

I believe the decision to void my winnings is unfair and unsupported by the facts presented so far, and I ask Casino Guru to review this matter carefully.

Kind regards,

Dear Player,

Thanl you for your follow up message.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Nomini Casino Team

Dear Nomini Casino,

I would like to ask you to provide all relevant information regarding this matter, including the reasons for the actions taken against the player.

Based on the player’s statements, it seems there may have been a misunderstanding. Therefore, I would also appreciate your response to the questions raised by the player.

1. When and how the casino determined that player was located in an excluded jurisdiction.
2. Why player's account was allowed to deposit, play, and withdraw previously.
3. Why no action was taken before the jackpot win.
4. Why player's winnings were confiscated instead of requesting additional verification or proof of residence.

Thank you for your cooperation.

Dear All,

Just a quick update regarding your request.

We are still awaiting feedback from the relevant department. We apologize for any inconvenience this delay may cause; as soon as an update becomes available, we will notify you immediately.

Thank you for your continued patience and understanding.

Kind regards,

Nomini Casino Team

Thank you for the update.

However, I have been hearing the same response for nearly two months: that the matter has been forwarded to management or to the relevant department and that I should wait for further feedback.

Unfortunately, after being asked to wait on multiple occasions, the outcome was either no response to my emails or being blocked by the VIP Manager on Telegram, without receiving a clear explanation regarding my account closure or confiscated winnings.

At this stage, I respectfully ask for a concrete response to the questions raised in this complaint rather than another request to wait for feedback from the relevant department.

I remain fully willing to cooperate and provide any additional documentation if required, but I would appreciate transparency and a clear explanation regarding the decision that was made.

Kind regards,

[redacted by Casino Guru]

Dear Player,

Unfortunately, the review of your request is still ongoing, and we are waiting for a final update from the department involved.

We appreciate your understanding and will keep you posted as soon as possible.

Kind regards,

Nomini Casino Team

Dear Nomini Casino,

Could you please provide an estimated timeframe for when the review is expected to be completed?

Thank you.

Dear All,

The internal review is still underway, and we are waiting on a final assessment from the department involved.

Thank you for your ongoing cooperation. We will keep you posted the moment we have a definitive update.

Kind regards,

Nomini Casino Team

Thank you for the update.

However, this is essentially the same response I have been receiving for nearly two months. During that time, I was repeatedly told that the matter had been forwarded to the relevant department or was still under internal review, but I never received a clear explanation or final decision.

I also noticed that this response does not provide the estimated timeframe requested by Kubo, nor does it address the key questions raised regarding my case.

I fully understand that internal reviews can take time, but after nearly two months, I respectfully ask the casino to provide either a realistic timeframe for completion or a substantive response to the questions already raised, so that this complaint can move forward.

Thank you.

Dear Nomini Casino,

This is now the fourth time you have stated that the matter is under review without providing any concrete information or answering any of the questions raised by the player or by us.

As this is not the first complaint you have assisted us with, I believe you are aware that complaints cannot remain open indefinitely without meaningful dialogue with the casino.

Unfortunately, if the relevant information is not provided before the current timer expires, we will be forced to close the complaint as unresolved. Considering the relatively high disputed amount, this would have a significant negative impact on the casino’s Safety Index displayed on our platform.

Therefore, I urge you to provide the necessary information as soon as possible and without further delays.

Thank you for your understanding and in advance for your prompt response.

Dear Casinoguru representative,

We would kindly request to check the reply provided via mail.

If you have any additional questions please contact us.

Thank you for your cooperation.

Kind Regards,

Nomini Casino Team

Dear Nomini Casino,

Thank you for your message. I have responded and look forward to hearing from you.

Dear Casinoguru representative,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind Regards,

Nomini Casino Team

Dear Nomini Casino,

I have checked your email and responded right away.

Thank you.

Dear Kubo,

Following your recent response, I received an email directly from Nomini. In that email, they informed me that they intend to refund only my deposits while confiscating all of my winnings under Clause 2.3.

Since this appears to be their formal position, I wanted to inform you that I have now received this decision directly from the casino.

I will await your assessment before taking any further action.

Thank you for your continued assistance.

Dear All,

We would like to inform you that we consider refunding the deposits made by the customer as the most fair solution to this complaint.

Best regards,

Nomini.com

Dear Nomini Casino,

I would like to let you know that our internal discussions regarding this matter are still ongoing. However, at this stage, I can confirm that we do not share your view regarding the fairest resolution of the complaint.

I will provide you with an update as soon as possible.

Thank you.

Dear Nomini Casino,

Could you please provide us with an update on the current status of your review? Has there been any progress or consideration on your end regarding this matter?

Thank you in advance for your update.

Dear All,

Thank you for your message.

We would like to reaffirm that refunding the deposits made by the customer remains, in our view, the fairest and most appropriate resolution to this complaint.

Please note that this stands as our official position regarding this matter.

Best regards,

Nomini Casino Team

Dear Nomini Casino,

Please provide the following information:

• The personal information submitted by the player during registration, including their full address.
• The player’s gameplay history showing how the disputed winnings were accumulated.
• A list of the player’s login activity during the period in which the winnings were accumulated, including the associated IP addresses.

You may send this information privately to jakub.m@casino.guru.

Thank you for your assistance.

Dear Kubo,

I have just received another email directly from Nomini titled "Final settlement offer."

They are again offering to return only my deposits of $554.70 and are asking me to accept this as their final settlement. I have not accepted the offer or provided any banking details.

I have forwarded the full email to you for your review and will wait for your assessment before taking any action.

Thank you for your continued assistance.

Dear All,

We would like to once again mention that our final decision is to return the deposits of the customer and we consider it as the most fair one.

We hope to receive a final reply from you in order to proceed with it.

Best regards,

Nomini.com

Dear Nomini Casino,

Our final assessment depends on the information previously requested from you, which has still not been provided.

Could you please confirm whether you intend to provide this information, or whether your decision is final and you are unwilling to review the matter any further?

Thank you.

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.