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I would like to request your intervention regarding an issue I had with Nomini Casino regarding my account verification. The situation has been frustrating, and I feel the bookmaker has not handled it fairly or professionally.

Before leaving Peru for Spain, I had already sent the necessary documents to verify my account (at that time they ONLY asked me for a photo of my ID and bank statement) .

Everything indicated that the process was in progress or complete. However, once in Spain, I began receiving additional verification requests. The contradictory thing is that the casino itself acknowledges that its website is restricted in Spain, so it was impossible for me to complete these new requests from my current location.

Instead of requesting all the documents from the start , Nomini opted to make staggered requests week by week, which only caused confusion, uncertainty, and a considerable waste of time. Had they received a complete and definitive list from the start, this problem would not have arisen.

I want to clarify that I never refused to verify my account . On the contrary, I was always willing to comply with the established requirements. But the disorganized management of the process has been the main obstacle.

I began my verification process on November 15, 2024, while still in Peru. The Nomini platform didn't allow me to upload my documents directly, so I sent them via email. Since then, a chain of contradictory and confusing requests began:

1. First they told me that my ID was not valid and that I had to send a passport, which I did.
2. Then they said a passport wasn't enough and they needed a driver's license, a document I don't have because I don't own a vehicle.
3. After almost three weeks of back and forth, they finally accepted my ID.
4. They asked me for a bank statement, which I sent, but they said it wasn't clear. I resent it several times until they accepted it.

A fact:

(You can better understand this with the attached screenshots.) I told them I had gone to Spain, which is why I couldn't continue the verification. In response, they mistakenly understood that I had just left for Spain and told me it was no problem, that I could resume the verification once I returned to Peru. When I clarified that I was already back in Peru, they told me they would speak with the responsible department to continue the process. However, they later responded that it was not possible to reopen the case because the 30 business days established in their terms and conditions had passed.

I want to make the following clear:

1. I never refused to send documents. I was always willing to cooperate with the verification.
2. The process was slow and frustrating because they requested documents piecemeal, with a week's notice between each request, instead of requiring everything from the start.
3. If your platform is restricted in Spain, why didn't you show empathy from the start, suggesting I wait until I return to Peru to continue the process?
4. The delays were largely caused by the support team, which first rejected documents and then, weeks later, accepted them for no apparent reason.
5. Even though I had exceeded the deadline, they continued to request documents from me after the 30-day limit, which contradicts their own policy.

In conclusion, this situation was mismanaged from the start. There was a clear lack of communication, little transparency in the process, and no consideration from the operator for the user. I didn't refuse to comply with any requirements; the system and staff simply failed in their procedures.

For all the above reasons, I kindly request that Casino Guru intervene so that Nomini Casino returns the funds (if verification is necessary, I have no problem, but what I'm interested in is the money inside, which is S/1,050). I don't think it's fair that they close my account and keep my money after I've done everything possible to comply with their demands, despite the obstacles they themselves have imposed.

I deeply appreciate your attention and look forward to any additional information you may need to proceed with this case.

Quisiera solicitar su intervención en un problema que he tenido con el casino Nomini, relacionado con la verificación de mi cuenta. La situación ha sido frustrante y considero que no se ha manejado de forma justa ni profesional por parte de la casa de apuestas.

Antes de salir de Perú rumbo a España, ya había enviado los documentos necesarios para verificar mi cuenta (en ese entonces me solicitaron UNICAMENTE foto de mi DNI y extracto bancario).

Todo indicaba que el proceso estaba en curso o finalizado. Sin embargo, una vez en España, comencé a recibir solicitudes adicionales de verificación. Lo contradictorio es que el mismo casino reconoce que su página está restringida en España, por lo que me fue imposible completar estas nuevas exigencias desde mi ubicación actual.

En lugar de pedir todos los documentos desde un inicio, Nomini optó por hacer solicitudes escalonadas semana a semana, lo cual solo generó confusión, incertidumbre y una pérdida considerable de tiempo. De haber recibido una lista completa y definitiva desde el comienzo, este problema no habría existido.

Aclaro que nunca me negué a verificar mi cuenta. Por el contrario, siempre estuve dispuesta a cumplir con los requisitos establecidos. Pero el desorden en la gestión del proceso ha sido el principal obstáculo.

Inicié mi proceso de verificación el 15 de noviembre de 2024, cuando aún me encontraba en Perú. La plataforma de Nomini no me permitía subir mis documentos directamente, por lo que los envié vía correo electrónico. Desde entonces, comenzó una cadena de solicitudes contradictorias y confusas:

1. Primero me indicaron que mi DNI no era válido y que debía enviar un pasaporte, lo cual hice.
2. Luego, dijeron que el pasaporte no era suficiente y que necesitaban una licencia de conducir, documento que no poseo porque no tengo vehículo.
3. Después de casi tres semanas de idas y vueltas, finalmente aceptaron mi DNI.
4. Me pidieron un extracto bancario, lo envié, pero decían que no era claro. Lo reenvié varias veces hasta que lo aceptaron.

Un dato:

(con las capturas adjuntadas podrán entender mejor) , yo les digo que me había ido a España que por eso no podía continuar la verificación. En respuesta, ellos entendieron erróneamente que recién me había ido a España, y me respondieron que no había problema, que podía retomar la verificación una vez regresara a Perú. Cuando les aclaré que ya estaba de regreso en Perú, me indicaron que hablarían con el área encargada para continuar el proceso. Sin embargo, posteriormente me respondieron que no era posible reabrir el caso porque habían pasado los 30 días hábiles, como se establece en sus términos y condiciones.

Quiero dejar en claro lo siguiente:

1. Nunca me negué a enviar documentos. Siempre estuve dispuesta a colaborar con la verificación.
2. El proceso fue lento y frustrante porque ellos mismos pedían documentos por partes, con una semana de diferencia entre cada solicitud, en lugar de requerir todo desde el principio.
3. Si su plataforma está restringida en España, ¿por qué no mostraron empatía desde el primer momento, sugiriéndome esperar a volver a Perú para continuar con el proceso?
4. Las demoras fueron causadas en gran parte por el equipo de soporte, que primero rechazaba documentos para luego, semanas después, aceptarlos sin razón aparente.
5. A pesar de haber superado el plazo, ellos mismos seguían pidiéndome documentos luego del límite de 30 días, lo que contradice su propia política.

En conclusión, esta situación fue mal gestionada desde el inicio. Hubo una clara falta de comunicación, poca transparencia en el proceso y ninguna consideración por parte del operador hacia el usuario. No me negué a cumplir con ningún requisito, simplemente el sistema y el personal fallaron en su procedimiento.

Por todo lo anterior, solicito amablemente que Casino Guru intervenga para que el casino Nomini devuelva los fondos (si es necesario verificarlo no tengo problema , pero lo que me interesa es el dinero dentro que es de S/1050) . No considero justo que me cierren la cuenta y se queden con mi dinero después de haber hecho todo lo posible por cumplir con sus exigencias, pese a los obstáculos que ellos mismos impusieron.

Agradezco profundamente su atención y quedo atenta a cualquier información adicional que necesiten para proceder con este caso.

Dear lazol3109,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the verification process at Nomini Casino. We understand how frustrating this situation must be for you.

To better assist you, could you please provide us with some additional details regarding your situation? Specifically, I would like to ask:

• Do I understand correctly that you currently don't have access to your casino account?
• Could you please clarify when exactly you returned from Spain?
• Have you provided any documents that have not yet been approved?

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure that all aspects of your case are thoroughly reviewed to assist you in the best possible way.

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,

Kristina

I understand that you need concrete answers, but I think it's important to provide a detailed explanation so that the situation can be better understood and this issue resolved fairly.

• I have no access to my account at all; I haven't been able to log in for a while. However, I clearly remember the amount I had available, as I'm very careful with my money management. The balance in the account was S/ 1,050.

• I entered Spain on December 7th and returned on February 4th. During this entire time, I was in contact with them via email, asking them to provide me with all the necessary documents to complete the verification. However, their constant response was that I had to send the same photo of my ID or passport again, for the tenth time. I agreed, although I was already frustrated, as it seemed they were just wasting my time. After December 7th, I wrote to them clarifying that I was traveling and asking them to wait until I returned so I could complete the verification. I never refused to send any documents, but they kept rejecting my documents, and in the end, they accepted them without a problem, as if nothing had happened. (And just wasting my time.) They even asked me for a photo with my wallpaper showing my Nomini account, where my username was visible. But I couldn't log in from Spain, as the Nomini bookmaker doesn't allow access from that country. It's worth mentioning that verification began on November 15th, and even though more than 30 business days had passed, they kept asking for the same document over and over again, claiming it was "illegible." All of this made me think they were simply trying to deliberately delay the process.

• They asked me:

1. DNI: I sent it and they told me it wasn't legible.
2. Passport: I also sent it and it was rejected.
3. They asked me for a driver's license, but I don't have one, and I explained it to them. They still insisted on asking for another document. After several weeks, they finally accepted my ID.
4. They then asked me for a bank statement, which was also rejected several times until it was finally approved.
5. The only thing I couldn't send at the time was the selfie with my computer showing the open account, since, as I mentioned, I couldn't log in from Spain. However, I've been in Peru for over a month now and I can send that photo without any problem, but Nomini continues to refuse to engage with me. Their team shows no empathy.

I reiterate that I have always been willing to cooperate and send all the requested documents, and I am still willing to complete whatever is missing to resolve this case.

Entiendo que necesitan respuestas concretas, pero considero importante brindar una explicación detallada para que se pueda comprender mejor la situación y resolver este problema de forma justa.

• No tengo acceso a mi cuenta en absoluto; no puedo ingresar desde hace tiempo. Sin embargo, recuerdo con total claridad el monto que tenía disponible, ya que soy muy cuidadosa con el manejo de mi dinero. El saldo dentro de la cuenta era de S/ 1,050.

• Ingresé a España el 7 de diciembre y regresé el 4 de febrero. Durante todo ese tiempo estuve en contacto con ellos por correo electrónico, pidiéndoles que me indicaran todos los documentos necesarios para completar la verificación. Sin embargo, su respuesta constante era que debía volver a enviar, por décima vez, la misma foto de mi DNI o pasaporte. Yo accedía, aunque ya estaba frustrada, ya que parecía que solo querían hacerme perder el tiempo. Después del 7 de diciembre, les escribí aclarando que me encontraba de viaje y les pedí que esperaran a que regresara para poder completar la verificación. Jamás me negué a enviar ningún documento, pero ellos insistían en rechazar mis documentos una y otra vez, y al final terminaron aceptándolos sin problema, como si nada hubiera pasado. (Y solo haciéndome perder el tiempo) Incluso me solicitaron una foto con mi fondo de pantalla mostrando la cuenta abierta en Nomini, donde se viera el nombre de usuario. Pero yo no podía ingresar desde España, ya que la casa de apuestas Nomini no permite el acceso desde ese país. Cabe mencionar que la verificación inició el 15 de noviembre, y aun habiendo pasado más de 30 días hábiles, seguían pidiendo el mismo documento una y otra vez, alegando que era "ilegible". Todo esto me hizo pensar que simplemente estaban tratando de retrasar el proceso a propósito.

• Me solicitaron:

1. DNI: lo envié y me dijeron que no era legible.
2. Pasaporte: también lo envié y lo rechazaron.
3. Me pidieron carnet de conducir, pero no tengo ese documento, y se los aclaré. Aun así, insistieron en pedir otro documento. Después de varias semanas, finalmente aceptaron mi DNI.
4. Luego me pidieron un extracto bancario, que también fue rechazado varias veces hasta que finalmente fue aprobado.
5. Lo único que no pude enviar en su momento fue la fotoselfie con mi PC mostrando la cuenta abierta, ya que, como mencioné, no podía ingresar desde España. Sin embargo, ya estoy en Perú desde hace más de un mes y puedo enviar esa foto sin ningún problema, pero Nomini siguen cerrándose al diálogo. No hay empatía por parte de su equipo.

Reitero que siempre estuve dispuesta a colaborar y a enviar todos los documentos solicitados, y aún estoy dispuesta a completar lo que falte para resolver este caso.

Thank you very much for your reply, lazol3109. 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.

Hello, there are many conversations, that's why I just sent them to you by the email you indicated, thank you very much.

Buenas , son muchas conversaciones es por eso que se los acabo de enviar por el correo que me indico , muchas gracias

Thank you very much, lazol3109, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, lazol3109,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Nomini Casino Team,

Could you please look into the user's issue and provide us with an explanation? Why has her account been blocked/closed? Have her winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, and any portion of her winnings/balance was confiscated, is the casino able to substantiate its claims and decision with relevant evidence?

However, provided that everything the complainant claimed fits the reality, and the casino was regularly informed about her situation and being abroad during the time her KYC was taking place, could the casino simply restore her account and/or continue the verification process from the point it was 'paused' due to staying in another country?

Considering the fact that she informed the casino about it, and as I could see, she did not try to bypass any casino's system settings or country restrictions (VPN) to pass the KYC, it would be highly appreciated if she is provided with a chance to complete it, also if possible, with further instructions about all the documents the casino needs from her.

If needed or if there is something essential that was not mentioned but could significantly change our point of view, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

I was aware that changing the VPN posed a risk, as it's clearly prohibited in the bookmaker's terms and conditions, and could rightfully lead to account closure and loss of funds. However, I want to make it clear that I didn't do that.

Before leaving the country, I informed the bookmaker about my trip and asked them to please expedite the verification process. However, once I was abroad, I started receiving emails requesting new documents, which, unfortunately, I couldn't provide because Nomini isn't allowed in the country I was in.

I want to emphasize that I never refused to verify my account. I tried, but since they asked for new documents every week, I wasn't able to complete the process before traveling. Even so, I'm fully prepared to verify my account now that I can.

The only thing I care about is getting back the money I have in the account (1,050 soles ). I'm fine with the account remaining closed; I'm just worried about the money, since I really need it.

Yo era consciente de que cambiar el VPN representaba un riesgo, ya que está claramente prohibido en los términos y condiciones de la casa de apuestas, lo que podría conllevar al cierre de la cuenta y la pérdida del dinero, con justa razón. Sin embargo, quiero dejar en claro que no hice eso.

Antes de salir del país, avisé a la casa de apuestas sobre mi viaje y pedí que por favor aceleraran el proceso de verificación. Aun así, estando ya en el extranjero, comencé a recibir correos solicitando nuevos documentos que, lamentablemente, no podía proporcionar debido a que Nomini no está permitido en el país en el que me encontraba.

Quiero recalcar que jamás me negué a verificar mi cuenta. Intenté hacerlo, pero como cada semana pedían documentos nuevos, no logré completar el proceso antes de viajar. Aun así, estoy totalmente dispuesta a verificar mi cuenta ahora que puedo.

Lo único que me interesa es recuperar el dinero que tengo dentro de la cuenta (1,050 soles). No tengo problema si la cuenta permanece cerrada, solo me preocupa el dinero, ya que realmente lo necesito.

Dear all,

We appreciate your patience in this matter.

We are currently working on the request with the highest priority.

We apologize for the extended wait time.

Best regards,

Nomini Team

Dear all,

Thank you for your engagement and for providing the necessary details regarding this case.

Following a comprehensive review, we would like to clarify that the player's account will not be reopened. The verification process was not completed within the 30-business-day timeframe stipulated in our Terms and Conditions 5.3. Despite ongoing communication, the necessary documents were not submitted in full during this period.

We also note the player referenced being in a restricted country; however, no specific country was clearly stated to us at the time that could have allowed us to offer a compliant solution or appropriate guidance. Our verification procedures are consistent and mandatory, and it is each player's responsibility to ensure timely compliance or notify us in advance of any circumstances that may hinder the process.

While we understand the player’s frustration, we should act in accordance with our regulatory obligations and internal policies to ensure fair and secure operations for all users.

Thank you for your understanding.

Best regards,

Nomini Casino Team

First of all, I want to make it clear that I'm not requesting my account be reopened , as I'm sincerely very discouraged to have trusted a bookmaker that shows no understanding toward its users. My only interest is to recover the money I have in my account , as it's a considerable amount for me, and I say this with all due respect.

Regarding the first paragraph of your answer:

You didn't maintain ongoing communication. You responded sporadically or even stopped responding altogether for several days. This made the process very frustrating.

Regarding the second point you mention:

I did inform them via live chat (which, I understand, you can review since you have a chat history). Before December 20th, I indicated that I urgently needed to complete the process because I had a trip to Spain. While I don't remember exactly what I said, I believe I asked them to wait until I arrived from there to continue the verification. They responded that "the responsible department would take care of it."

The important thing here is that I notified everyone before, during, and after the problem that I would be in Spain. While I don't have screenshots of the live chat, you should have them. I do have screenshots in which I state that I was in Spain during and after what happened.

On the third point:

What procedure do you follow when a user can't complete their verification due to force majeure? I don't think you lack empathy for your users' situation, do you?

In my case, I struggled to get my ID accepted. I don't remember if I also sent my bank statement, but I did do my best to complete verification before leaving the country. (Even what they asked me afterward was absolutely necessary to log in to my account because they asked me to take a selfie with my Nomini account profile in the background—which I can't do because their page is restricted in Spain.)

My question is: How does a reputable and reliable bookmaker act in these cases? Does it leave the user without options, as is happening to me?

*While I was already traveling, I was asked for an additional request, even though I had already sent my ID and bank statement . They asked me for a selfie holding my ID and showing my Nomini profile on a screen.

However, as I had already explained, that was very difficult for me because, being in Spain, I couldn't access their website, which prevented me from complying with that requirement.

I thank you in advance for your attention and look forward to a fair solution consistent with the values of a responsible platform.

* I ask that you please read the attached screenshot carefully. That message was sent to me on April 8th, and it indicated that once I returned to my country, I could continue with the verification process to continue using their services.

However, I want to make one thing very clear: I'd already been in Peru since March, and when I informed them I was there, they simply stopped responding. So what happened? Did they lie when they said I'd be able to verify my account without any problems upon my return?

Furthermore, in that same message, you confirm that you do not allow access to accounts from Spain, which supports what I mentioned earlier: during my stay in that country, I couldn't meet certain requirements, such as taking a selfie showing my profile, because I couldn't even access their website.

With all that explained... If you want me to take 50 photos or meet more requirements, I'll do it without a problem. But the only thing I care about is getting my money back, because I've needed it so much these past four months.

En primer lugar, quiero dejar en claro que no estoy solicitando que se reabra mi cuenta, ya que sinceramente me ha desanimado mucho haber confiado en una casa de apuestas que no demuestra comprensión hacia sus usuarios. Mi único interés es recuperar el dinero que tengo dentro de la cuenta, ya que se trata de un monto considerable para mí, y lo digo con todo respeto.

Con respecto al primer párrafo de su respuesta:

Ustedes NO mantuvieron una comunicación continua. Respondían esporádicamente o incluso dejaban de responder por completo durante varios días. Esto hizo que el proceso fuera muy frustrante.

Respecto al segundo punto que mencionan:

Sí les informé por el chat en vivo (el cual, entiendo, ustedes pueden revisar ya que tienen historial de conversaciones). Antes del 20 de diciembre, indiqué que me urgía completar el proceso porque tenía un viaje a España. Si bien no recuerdo con exactitud mis palabras, creo haber solicitado que esperaran a que llegase de allá para continuar con la verificación. Me respondieron que "el área encargada se haría cargo".

Lo importante aquí es que yo avisé antes, durante y después del problema que estaría en España. Si bien no tengo capturas del chat en vivo, ustedes deberían tenerlas. Yo sí cuento con capturas en las que aviso que estoy en España durante y después de lo ocurrido.

Sobre el tercer punto:

¿Qué procedimiento siguen cuando un usuario no puede completar su verificación por razones de fuerza mayor? Yo no creo que no tengan empatía con la situación de sus usuarios verdad?

En mi caso, luché para que aceptaran mi DNI. No recuerdo si llegué a enviar también mi extracto bancario, pero sí hice todo lo posible por completar la verificación antes de salir del país. (incluso lo que me pidieron después era 100% necesario que entre a mi cuenta por que me pidieron que me tome una foto-selfi y que de fondo se vea el perfil de mi cuenta de Nomini - lo cual no puedo porque en España esta restringido su pagina)

Mi pregunta es: ¿Cómo actúa una casa de apuestas seria y confiable en estos casos? ¿Deja al usuario sin opciones, como me está ocurriendo a mí?

*Ya estando de viaje, me solicitaron un requisito adicional, a pesar de que ya había enviado mi DNI y mi extracto bancario. Me pidieron una foto-selfi sosteniendo mi documento y mostrando mi perfil de Nomini en una pantalla.

Sin embargo, como ya les había explicado, eso se me hacía muy difícil porque estando en España no podía acceder a su página web, lo que me impedía cumplir con ese requerimiento.

Agradezco de antemano su atención y espero una solución justa y coherente con los valores de una plataforma responsable.

*Les pido que por favor lean con detenimiento la captura adjunta. Ese mensaje me lo enviaron el 8 de abril, y en él me indican que una vez que regresara a mi país, podría continuar con la verificación para seguir utilizando sus servicios.

Sin embargo, quiero dejar algo muy claro: yo ya estaba en Perú desde marzo, y cuando les informé que ya me encontraba en el país , simplemente dejaron de responder. Entonces, ¿Qué pasó? ¿Mintieron cuando dijeron que al volver podría verificar mi cuenta sin problemas?

Además, en ese mismo mensaje ustedes confirman que no permiten el acceso a las cuentas desde España, lo cual respalda lo que les mencioné anteriormente: durante mi estancia en ese país no podía cumplir con ciertos requisitos, como la selfie mostrando mi perfil, porque ni siquiera podía entrar a su página web.

Con todo lo explicado … Si desean que me tome 50 fotos o cumpla con más requisitos, lo haré sin problema. Pero lo único que me importa es recuperar mi dinero, porque me ha hecho muchísima falta durante estos últimos cuatro meses.

Dear all,

We would kindly like to apologize for the delay and any inconvenience this may cause.

Please be assured that we are currently investigating your claim and will provide you with further information as soon as possible.

We apologize for the extended wait time.

Best regards,

Nomini Team

Dear all,

We appreciate your patience.

To clarify, the core issue was indeed the user's failure to complete the KYC verification within the required 30-day timeframe, as per our terms and regulatory obligations. Below is a detailed timeline of the process:

14.11.2024 – We initiated the KYC procedure by requesting the user to provide a valid government-issued ID and a selfie.

08.12.2024 – Additional documents were requested, including a bank statement from November showing the relevant deposits and a selfie holding the ID next to a handwritten note (as part of Anti-Online Scam checks).

Despite these requests, the user did not submit the required documents within the 30-day window from the initial request.

08.01.2025 – A formal reminder was sent to the user to urge submission of the pending documents.

23.01.2025 – As no response was received by then, the account was closed due to non-compliance with the KYC requirements.

Throughout this period, our support team was available to assist, and automated reminders were in place to notify the user of pending requirements. Based on our records, the delays in this case were not due to processing time on our side but rather due to the user not submitting the required documents within the given timeframe.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

If the user was planning to travel abroad, we would have recommended submitting the requested documents as soon as possible or notifying our support team in advance, so we could prioritize their case accordingly.

We hope this clarifies the matter.

Best regards,

Nomini Team

• Start of the process - 11/14/2024: (I confirm the date)

That day, the process began by requesting a photo of my ID and a selfie. Since then, I've tried uploading the required documents to their platform, but for some unknown reason, I wasn't able to (the camera kept going black). I tried from different devices and received the same error, so I deduce it was a problem with their website. To avoid delays, I decided to send the documents by email. I'm attaching a screenshot as proof.

• Delay in requesting the second document - 08/12/2024: (I confirm the date)

According to the bookmaker itself (Nomini), it took 25 days from the time I sent my ID until I was asked for a new document . If the total time to complete the process is 30 days, why did they wait so long to request the next requirement? - As you can see in the previous screenshot, I sent my documents the day after it was requested. Regarding the bank statement and the other document, I remember having sent it directly from the Nomini website, although it was rejected several times before being finally accepted. I reiterate: between November 14, 2024 and December 8, 2024 , it took 25 days before receiving a new request from you.

• New application – 12/24/2024 (selfie with bookmaker background): (I confirm the date)

And again, 16 days had to pass from the last request (December 8) until I was asked for another document. During that time (from December 16), I was traveling, which I had already reported.

• Reminder – 01/08/2025: (I confirm the date)

I received a reminder on 01/08 and responded on 01/10 (two days after receiving their "reminder") , informing them that I was still traveling and requesting to verify my account upon my return.

• Account Closure – 01/23/2025: (I confirm the date)

That day, I was informed of my account closure. Since then, I've tried to explain that the delay wasn't my fault, but that on several occasions, requests were received very late by their team. Additionally, there were technical issues on their platform that prevented me from uploading the documents in the desired timeframe.

I want to make it clear that, as the dates you indicated demonstrate , the delay in this process was not due to my lack of cooperation, but rather to considerable delays in your requests (25 days for one, 16 days for the other). For my part, I always responded within a reasonable time (maximum 3 days) to receiving each request.

Please review the screenshots I've shared, which clearly show that I acted responsibly and diligently from the start.

• Inicio del proceso - 14/11/2024: (confirmo la fecha)

Ese día se inició el proceso pidiendo foto de mi DNI y una foto-selfi, desde entonces intenté subir los documentos requeridos a su plataforma, pero por alguna razón desconocida no me fue posible (la cámara se ponía en negro). Probé desde diferentes dispositivos y obtuve el mismo error, por lo que deduzco que se trataba de un problema en su página. Para evitar demoras, decidí enviar los documentos por correo electrónico. Adjunto nuevamente una captura como evidencia.

• Demora en la solicitud del segundo documento - 08/12/2024: (confirmo la fecha)

Según lo que indica la misma casa de apuestas (Nomini), transcurrieron 25 días desde el envío de mi DNI hasta que se me solicitó un nuevo documento. Si el plazo total para completar el proceso es de 30 días, ¿por qué se esperó tanto para pedir el siguiente requisito? - como podrá ver en la captura anterior , yo envié mis documentos un día después de que fue solicitado, Respecto al extracto bancario y el otro documento, recuerdo haberlo enviado directamente desde la página de Nomini, aunque fue rechazado varias veces antes de ser finalmente aceptado. Reitero: entre el 14/11/2024 y el 08/12/2024 pasaron 25 días antes de recibir una nueva solicitud de su parte.

• Nueva solicitud – 24/12/2024 (selfi con fondo de la casa de apuestas): (confirmo la fecha)

Y otra ves tuvieron que pasar 16 días desde la última solicitud (08/12) hasta que se me pidió otro documento. Justo en ese periodo (desde el 16/12) me encontraba de viaje, lo cual ya había comunicado.

• Recordatorio – 08/01/2025: (confirmo la fecha)

Recibí un recordatorio el 08/01 y respondí el 10/01 (dos días después de recibir su "recordatorio") , informando que aún estaba de viaje y solicitando verificar mi cuenta al regresar.

• Cierre de cuenta – 23/01/2025: (confirmo la fecha)

Ese día se me informó del cierre de mi cuenta. Desde entonces he tratado de explicar que la demora no fue responsabilidad mía, sino que en varias ocasiones las solicitudes llegaron con mucha tardanza por parte de su equipo. Además, hubo problemas técnicos en su plataforma que me impidieron cargar los documentos en el tiempo deseado.

Quiero dejar en claro que, tal como demuestran las fechas indicadas por ustedes mismos, el retraso en este proceso no fue por mi falta de colaboración, sino por demoras considerables en sus solicitudes (25 días para una, 16 días para otra). Por mi parte, siempre respondí dentro de un plazo razonable (máximo 3 días) al recibir cada requerimiento.

Les pido por favor que revisen las capturas que he compartido, donde queda claro que actué con responsabilidad y diligencia desde el inicio.

Greetings all,

Thank you for your replies and additional information. I am sorry for the delay.

To be honest, and as my previous questions could have indicated, I tried to find out something else that could justify the casino's decision to close the user's account and/or confiscate the disputed funds. However, considering the last posts and information shared in this thread by both involved, it appears that basically, the only reason for the casino's decision was based on a delay during the KYC process, which could have also been caused by the casino itself.

Unfortunately, although we accept casinos having such rules in their Terms and Conditions, we cannot agree with the balance confiscation based on the 30-day period the casino representative referred to, and also, we see no problem in continuing with KYC after a player gets back and is interested in verifying themselves. In addition, the user informed the casino about the situation, as she was experiencing issues with accessing the casino website, and the casino CS informed her clearly that the verification could continue after the complainant got back to her country of residence. I could not find any information in the communication between the player and the casino where she would have refused to provide anything or to cooperate with the casino during the process, especially during the time she was in Peru.

Dear Nimini Casino Team,

Based on all the above-stated and the information/details we gathered, provided that there were no other violations found, would the casino please be able and willing to initiate a continuation of the KYC process with the complainant from the point where it was "suspended"?

If there is anything I overlooked or you have not mentioned yet, it could be essential or important in the complaint resolution process, or even could change our position, feel free to correct me or let us know with more details about it. Alternatively, if it is related to something "sensitive", do not hesitate to clarify it via email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Hello everyone,

Thank you for your support and for following up on the case.

I just want to make it clear (as I've already demonstrated through screenshots) that at no point did I refuse to verify my account. From the beginning, I trusted Nomini, both because of the reviews and the services it offered, and I made my deposit in good faith. Unfortunately, the way this issue is being handled doesn't reflect that same trust or empathy for users.

I'm not asking for anything out of the ordinary, just to be allowed to complete the verification process or, failing that, to be refunded the withheld balance, as this is a significant amount for me.

I would greatly appreciate it if the casino could reconsider its position and offer a fair solution.

Hola a todos,

Gracias por su apoyo y por el seguimiento al caso.

Solo quiero dejar en claro (como ya lo demostré a través de capturas) que en ningún momento me negué a verificar mi cuenta. Desde el principio confié en Nomini, tanto por las reseñas como por los servicios que ofrecía, e hice mi depósito con total buena fe. Lamentablemente, la forma en que se está manejando este inconveniente no refleja esa misma confianza ni empatía hacia los usuarios.

No estoy pidiendo nada fuera de lugar, solo que me permitan completar el proceso de verificación o, en su defecto, que me devuelvan el saldo que quedó retenido, ya que se trata de una suma importante para mí.

Agradezco mucho si el casino puede reconsiderar su postura y ofrecer una solución justa.

Dear all,

Thank you for your follow-up and for the opportunity to clarify our position once again.

After a thorough review, we would like to confirm that the player was requested to provide the necessary KYC documents on 14.11.2024, with follow-up communication and additional document requests made on 08.12.2024. Despite our reminder sent on 08.01.2025, the player did not complete the verification process within the required 30-day period as clearly outlined in our Terms & Conditions (Section 5.3).

Unfortunately, the prolonged delay and failure to comply with the KYC process within the designated timeframe led to the closure of the account on 23.01.2025, in line with our internal procedures and regulatory obligations.

While we understand the user’s situation, we must also comply with regulatory, which mandate timely KYC verification. Therefore, we regret to inform you that we will not be able to reopen the account or resume the KYC process at this stage.

We appreciate your understanding and cooperation.

Best regards,

Nomini Team

What I find truly outrageous is that in their latest message, they emphasize that "the prolonged delay and failure to complete the KYC process within the designated timeframe led to the account closure," as if the responsibility lay entirely on me. Do they really think the delay was my fault?

I have sent clear evidence (including screenshots) showing that every time you requested documents, I responded within three days or even sooner. What really slowed down the process was your own delay in reviewing the documents and requesting new requests, with gaps of up to 25 and 16 days between each response.

I find it very serious that a betting house that calls itself "reliable" blames me for a delay that you yourselves caused. I challenge you, if you have the means, to present a single piece of evidence showing that I refused to send what was requested. Meanwhile, I've already attached several pieces of evidence that prove the opposite: you were the ones who were constantly delaying.

What bothers me most about all this is not only the unjustified account closure or lack of verification, but also the lack of empathy or respect shown when faced with a well-founded complaint with evidence.

I couldn't care less if they decide to close my account or not verify it, but what matters to me and what I demand is a solution regarding the money I have in the account. Their response, far from professional, leaves much to be desired and underscores the type of service they are offering.

A total disappointment to have trusted you.

I will be waiting for a solution regarding the money inside

Lo que sinceramente me resulta indignante es que en su último mensaje recalquen que "la demora prolongada y el incumplimiento del proceso KYC dentro del plazo designado llevaron al cierre de la cuenta", como si la responsabilidad fuera completamente mía. ¿De verdad creen que la demora fue por mi culpa?

He enviado pruebas claras (capturas de pantalla incluidas) donde se demuestra que cada vez que ustedes me solicitaron documentos, yo respondí mas tardar en 3 días o incluso antes. Lo que verdaderamente ralentizó el proceso fue su propia demora en revisar los documentos y en pedirme nuevas cosas, con lapsos de hasta 25 y 16 días entre cada respuesta por parte de ustedes.

Me parece muy grave que una casa de apuestas que se autodenomina "confiable" me culpe a mí por una lentitud que ustedes mismos generaron. Les reto, si tienen cómo hacerlo, a que presenten una sola prueba donde yo me haya negado a enviar lo que se solicitó. Mientras tanto, yo ya adjunté varias pruebas que muestran lo contrario: ustedes fueron los que tardaron constantemente.

Lo que más me molesta de todo esto no es solo el cierre injustificado de la cuenta o la falta de verificación, sino que ni siquiera muestran empatía ni respeto ante un reclamo bien fundamentado y con evidencias.

Me da exactamente igual si deciden cerrar mi cuenta o no verificarla, pero lo que me importa y exijo es una solución respecto al dinero que tengo en la cuenta. Su respuesta, lejos de ser profesional, deja mucho que desear y deja en claro el tipo de servicio que están ofreciendo.

Una total decepción haber confiado en ustedes.

Estaré a la espera de una solución con respecto al dinero dentro

Thank you both for your replies and the additional information.

Dear Nomini Casino Team,

Do I understand correctly that the casino's decision is based solely on the delays during the KYC process and breaching the 30-day period, even knowing about all the details around it, that there were no other violations, and that the decision remains unchanged, so we can consider it final?

Are there any circumstances under which the casino would be able and willing to let the user complete the KYC and/or withdraw the disputed funds?

If the casino's decision is final, without further details or supporting evidence, I am afraid I will be forced to close the case as unresolved, which will negatively impact the casino's safety index on casino.guru.

Thank you.

The right thing to do would be to allow me to complete the KYC process and then withdraw my money. However, since the casino has indicated that my account will remain closed— even though I've proven the delays were the casino's own fault —I'm no longer interested in continuing to play or deposit. I'm simply requesting a return of my funds.

Unfortunately, before making my deposit, I researched the casino's reputation and relied on its rating. But this experience has shown me that even if a casino has good ratings, that doesn't always guarantee fair or professional treatment.

I sincerely hope you can show empathy in this case. I just want my money back. Thank you.

Lo correcto sería que me permitieran completar el proceso KYC y, posteriormente, realizar el retiro de mi dinero. Sin embargo, dado que el casino ha indicado que mi cuenta permanecerá cerrada —a pesar de que he demostrado que los retrasos fueron responsabilidad del propio casino— ya no estoy interesada en seguir jugando ni depositando. Solo solicito la devolución de mis fondos.

Lamentablemente, antes de realizar mi depósito investigué la reputación del casino y confié en su puntuación. Pero esta experiencia me ha demostrado que, aunque un casino tenga buenas calificaciones, eso no siempre garantiza un trato justo o profesional.

Sinceramente, espero que puedan actuar con empatía en este caso. Solo quiero recuperar mi dinero. Gracias.

Dear all,

We appreciate the opportunity to clarify our position regarding the recent case and to affirm our ongoing commitment to fair play, regulatory compliance, and transparent communication with our players.

We would like to emphasize that all actions taken in relation to the customer in question were in full accordance with our established Terms and Conditions, as well as the applicable regulations governing our operations.

In this specific case, the customer was asked to provide verification documents as part of our KYC standard procedures. This request was made initially on 08.12.2025, followed by a clear and courteous reminder on 01.08.2025. Unfortunately, despite the extended period provided and multiple opportunities to comply, the customer did not submit the required documentation.

As outlined in Article 5.3 of our Terms and Conditions, which are available to all users prior to account creation and throughout their engagement with the platform, failure to complete verification within the stated time frame results in the termination of the account.

We understand that compliance processes can sometimes be frustrating, but they are essential to protecting both our customers and our company. We make every effort to ensure that all requests are communicated clearly, respectfully, and with adequate time for users to respond.

Please rest assured that no action was taken arbitrarily. Each step followed internal protocol.

Thank you for your attention to this matter.

Warm regards,

Nomini Team

To begin with, I find it unacceptable that they're now mentioning dates that make no sense, like December 8, 2025 , or August 1, 2025. What relation do those dates have to my case? They're speaking without foundation, and honestly, I'm tired of all this misinformation.

Unlike many users, I did take the time to read your terms and conditions. That's why I ask: Do you have any concrete evidence that I delayed or refused to send the required documentation? Because I do have evidence—and it's in this very forum, above—that the delay was on your part. (25 and 16 days waiting for an email from you asking for more documents)

So, be transparent and say it plainly: "If 30 days pass, regardless of who's at fault, we keep the user's money." Because that's exactly what you're doing. It has no other name than embezzlement.

It's frustrating that they're taking my money when it was their fault they didn't complete the process on time. And now they're coming up with dates that have no relation to what happened. It's no wonder they have an inflated rating of 8.4, when honestly, they don't even deserve a 4. What they're doing is outrageous.

Let me be clear about my displeasure. This isn't just a complaint: it's a direct denunciation of user abuse. I expect a serious response and a real solution.

And if I don't receive a fair resolution to this case—despite having consistently demonstrated my interest and willingness to complete it—I will take the necessary steps through other means to recover MY MONEY. I am not willing to accept being harmed for mistakes that were not my fault.

Para empezar, me parece inaceptable que ahora estén mencionando fechas que no tienen ningún sentido, como el 8 de diciembre de 2025 o el 1 de agosto de 2025. ¿Qué relación tienen esas fechas con mi caso? Están hablando sin fundamento, y sinceramente, ya cansa tanta desinformación.

A diferencia de muchos usuarios, yo sí me tomé el tiempo de leer sus términos y condiciones. Y por eso mismo les pregunto: ¿tienen alguna prueba concreta de que yo me haya demorado o me haya negado a enviar la documentación requerida? Porque yo sí tengo pruebas —y están en este mismo foro, más arriba— de que el retraso fue de parte de ustedes. (25 y 16 días esperando un correo de ustedes para que me pidan mas documentos)

Entonces, sean transparentes y díganlo tal cual: "Si pasan 30 días sin importar de quién sea la culpa, nos quedamos con el dinero del usuario." Porque eso es exactamente lo que están haciendo. No tiene otro nombre más que apropiación indebida.

Es frustrante que me quiten el dinero cuando fue su responsabilidad no completar el proceso a tiempo. Y encima ahora salen con fechas que no tienen relación alguna con lo sucedido. No es de extrañar que tengan una calificación inflada de 8.4, cuando honestamente no merecen ni un 4. Lo que están haciendo es indignante.

Que quede claro mi malestar. No es un simple reclamo: es una denuncia directa por el maltrato al usuario. Espero una respuesta seria y una solución real.

Y si no recibo una solución justa a este caso —a pesar de haber demostrado en todo momento mi interés y disposición para completarlo—, tomaré las medidas necesarias por otras vías para recuperar MI DINERO. No estoy dispuesta a aceptar que se me perjudique por errores que no fueron de mi responsabilidad.

EDITED/UPDATED POST

Greetings all,

Dear lazol3109,

The casino representative did not answer my questions sufficiently, but considering their last post, it is clear what the final decision is.

Unfortunately, based on all the above-stated and explained, we are forced to close the case as ‘unresolved’, which will negatively influence the casino’s safety index.

I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider its decision, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Anjouan Gaming (AOFA) Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. Alternatively, use other available options stated on the casino's website.

Therefore, I am providing useful links and information:

• Our manual on how to submit a complaint to AOFA - HERE
• General information regarding complaint processes with regulators - HERE
• The link to the casino's Terms and Conditions - HERE, where I would focus on section 13 (Complaints Resolution Procedure), point 13.8 - external dispute resolution options.

In case of any questions or news from the regulator/other external "help", do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru