Nomini Casino - Играчът има проблеми с теглените печалби.

Hello, this is not about a payout but about the missing 400€ that I won in the series of the Merkur game wish upon a jackpot, but the game had paid off after the series with a winning amount of 400€.

You can restart the game and the series will be played each time and of course with the same win of 400€

Incident was 12.05 I have a video about the process

I have contacted you 12 times by email and 16 times by chat.

It is always just said that I will be informed by email

As I said, I have the live video and all chat protocols

today 21.06.2025 for the 16th time in the chat with the same result

Ticket was created on email I never received a reply

By the way

The problem has occurred for the 4th time in the same game after a series that the winnings were not transferred, so I always film all series

3 times I was refunded the amount that was less than 400€

Should I post the video and all 16 chat logs here?

I'm curious if anyone can give me some advice

Thanks

Hallo es geht hier nicht um eine Auszahlung sondern um fehlende 400€ die ich in der Serie des Merkur Spieles wish upon a jackpot gewonnen habe aber das Spiel sich nach der Serie mit einem Gewinn Betrag von 400€ aufgegangen hatte.

man kann dasspiel neu starten es wird jedesmal die Serie gespielt und natürlich beim selben Gewinn von 400€

Vorfall war 12.05 ich habe über den Vorgang ein Video

habe mich bis jetzt per Mail 12 und per Chat 16 mal gemeldet.

es wird immer nur gesagt ich bekomme per Email Bescheid

ich habe wie gesagt das Live Video und alle Chat Protokolle

heute 21.06.2025 zum 16. mal im Chat mit selben Ergebnis

Ticket wurde erstellt auf Email habe ich nie eine Antwort erhalten

Übrigens

das Problem ist das 4. mal im selben Spiel nach einer Serie aufgetreten das der Gewinn nicht übertragen wurde daher filme ich alle Serien immer

3 mal wurde mir der Betrag der geringer als 400€ war erstattet

soll ich das Video und alle 16 Chat Protokolle hier posten ?

bin gespannt ob mir einer einen Ratschlag geben kann

danke

Dear krug201187,

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.

• Was your bet and the bet result recorded in your bet history?
• Could you please share with me supporting evidence of your win and your attempts to resolve the issue with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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 Tomas

The email has just been sent to you. Please let me know if it arrived. I can see it was sent to you, but unfortunately I can't open the contents. I hope everything arrived safely.

Regarding your first question, the bet result isn't visible in the history. However, the bet, the game froze, and if the result were visible, the €400 would have been credited.

Hallo Tomas

die E-Mail ist gerade an dich raus bitte gib kurz Bescheid ob sie angekommen ist. Ich kann sie Ihnen versendet sehen aber leider den Inhalt nicht öffnen. Ich hoffe es ist alles richtig angekommen.

zu deiner ersten Frage das Wett Ergebnis ist nicht im Verlauf zu sehen. Allerdings die Wette, das Spiel hat sich ja aufgehangen, wäre das Ergebnis zu sehen wären die 400 € ja aufgebucht

Thank you very much, krug201187, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Thank you Tomas

Matej, do I have anything else to do now?

Vielen Dank Tomas

Matej, habe ich noch etwas aktuell zu machen ?

Hello krug201187,

I’m sorry to hear about your troubles.

I checked the game in demo mode, and you should see a winning screen after completing the bonus—at least, that’s what appeared when I simulated your situation.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Exactly Matej

that's how it is when it works always

but it got stuck 4 times in total, see the video I sent Thomas

I was refunded 3 times but this time the 400€ was not refunded despite dozens of contacts and live chat

always just making excuses

They admitted that I was right but always blamed it on the amount of work in the relevant department

every time the same message I receive an email when the money has been credited 🤷‍♂️

Ganz genau Matej

so ist es wenn es funktioniert immer

aber na gesamt 4 mal ist es hängen geblieben siehe das Video das ich Thomas gesendet habe

3 mal wurde mir der Betrag erstattet aber diesmal die 400€ nicht trotz duzend nale Kontakt und Live Chat

immer nur ausreden

die haben zugegeben das ich Recht habe aber es immer auf die viele Arbeit der entsprechenden Abteilung geschoben

jedes Mal die selbe Aussage ich erhalte eine Email wenn das Geld gutgeschrieben wurde 🤷‍♂️

Hello krug201187,

We are sorry to hear about for your experience.

We would kindly request you to please fill this form and send us back in the same format as this would help our relevant team to check further and give you an update at the earliest.

Game / Slot Name -

Game Provider -

Balance before the bet –

Date/Time -

Bet amount –

Win amount –

Bet ID -

You should be able to find the details from the balance history in your profile.

Thank you,

Nomini team.

I sent this in chat and also by email

I will send the email with the videos to you again

first time directly after it happened on May 12th.

The receipt of the email was confirmed to me several times

It was always said that the department has too much to do

I have filled out this table 6 times for you via email and chat

email is sent again to

Das habe ich in Chat und auch per Email gesendet

ich sende die Email nochmal mit den Videos zu ihnen

erste Mal direkt nach dem es passiert ist am 12.05.

der Eingang der Email wurde mir auch mehrfach bestätigt

es wurde immer nur gesagt die Abteilung hat zu viel zu tun

diese Tabelle habe ich 6 mal zu euch per Mail und im Chat ausgefüllt

email ist nochmal raus an [email protected]

Dear krug201187,

Could you please post the requested information here as well? We’ll keep the post private, and it will be more visible to the casino representative—making it much easier for them to refer back to this incident.

Thank you for the information, krug201187.

Based on this, the Nomini Casino team should be able to investigate the issue.

Hello krug201187,

We sincerely apologize for the frustration you have experienced.

We are grateful for the informations and videos you submitted.

Your request has been forwarded to the appropriate department and it's under investigation.

We will inform you as soon as we have further information.

Thank you,

Nomini Team

Thank you very much Nomini.

I have received this answer 14 times since June in my visits to the chat

but there was never a result despite the report. I received an email and the missing money was credited within 24 hours.

I am waiting for your final answer

Thanks

Vielen Danke Nomini.

diese Antwort habe ich 14x seit Juni in meinen Besuche im Chat erhalten

aber es kam nie zu einem Ergebnis trotz Meldung ich erhalte eine Email und aufbuchung des fehlenden Geldes innerhalb 24 Stunden.

ich warte auf eure final Antwort

danke

Dear krug201187,

Thank you for your message, and we completely understand your frustration and disappointment regarding the repeated responses without a proper resolution.

Please rest assured that we have already contacted the game provider and are actively working on obtaining a clear answer for you.

Unfortunately, the investigation process also depends on third-party cooperation, so it may take some additional time.

We truly appreciate your patience and the time you’ve taken to share your experience with us.

We’ll update you as soon as we have any relevant information.

Thank you again for your understanding.

Nomini Team

Thank you nomini

But I have to add one more thing. I've had this error three times before, and the money was always credited to my account when I reset the game. After three weeks, the game was reset again. This means that when I started it up, I could have played it normally again. It seems to me that the game provider has worked on it, because otherwise the game always started with the error.

This time, however, the money was not credited.

I await your reply and thank you

Danke nomini

aber eins muss ich noch hinzufügen. Ich hatte den Fehler dreimal vorher schon mal und mir wurde das Geld immer wieder mit Zurücksetzung des Spiels gutgeschrieben, nach drei Wochen wurde das Spiel wieder zurückgesetzt. D.h. wenn ich es starte, hätte ich es wieder normal spielen können, d.h. für mich, dass der Spieler Anbieter daran gearbeitet hat, denn ansonsten startete das Spiel ja immer bei dem Fehler.

Diesmal wurde das Geld aber nicht gutgeschrieben.

Ich warte auf Ihre Antwort und bedanke mich

Dear krug201187,

Let's await the provider's investigation, hoping it resolves the issue completely.

Dear Matej,

We have sent you an email and kindly ask you to check it at your earliest convenience.

Thank you!

Nomini Team

Dear Matej,

An email has been sent to you. Please confirm receipt and review it at your earliest convenience.

Thank you,

Nomini Team

Nomini, have you read my new problem with the €800 not arriving to me despite the confirmed payout?

the ticket is not answered and the chat says I have to write an email

Can you solve the problem or both problems?

I play €5,000-35,000 a month in six casinos and up until now I have used your casino, but I will not do so again until the two problems have been resolved.

It is unbelievable that it takes more than 2 months to book the money that is verifiably due to the customer and up to now payouts have worked, when the email came from you the money was in my account which is now 9 days after the email

If this is not clarified, one can only warn

I had to report your casino to be a scam in our WhatsApp group (1800 participants)

previously it was classified under status one "highly recommended"

Nomini hast du mein neues Problem mit der nicht bei mir angekommen 800€ trotz bestätigter Auszahlung gelesen ?

das Ticket wird nicht beantwortet und der Chat sagt ich muss Email schreibrn

könnt ihr das Problem bzw. beide Probleme lösen?

Ich spiele im Monat 5000-35.000€ in 6 Casinos und bis heute habe ich euer Casino auch noch genutzt werde das aber jetzt bis zur Behebung der 2 Probleme nicht mehr machen .

Es ist unfassbar das man mehr wie 2 Monate braucht den Kunden sein nachweislich zustehendes Geld zu buchen und bis dato haben auch Auszahlungen funktioniert, wenn die Email von euch kam war das Geld auf meinem Konto das sind jetzt 9 Tage nach der Email

man kann wenn das nicht geklärt wird nur warnen

ich habe in unserer WhatsApp Gruppen (1800 Teilnehmer) euer Casino auf Betrug stellen müssen

vorher war es unter Status eins „sehr empfehlenswert" eingestuft

Dear krug201187,

The casino representative has provided proof that the funds were sent. The payout slip number 410384165.

If you haven’t received the money yet, please check with your bank. In situations like this, the casino cannot take any further action unless the funds are returned to their account — (Yes, this happens from time to time.)

I have contacted the bank 3 times but there is no order

I have also specified the bunkers in the ticket and chat but no one has contacted me to solve my problem

Die Bank habe ich 3 mal kontaktiert es liegt kein Auftrag vor

die Bunker habe ich in Ticket und Chat auch angegeben aber es kontaktiert mich keiner und mein Problem zu lösen

Mary from the VIP team responded to my opened ticket that I am missing the €800 payout today:

Hello xxxx,

How are you today?

I wanted to ask briefly whether you might be interested in playing on our platform.

If this is the case, please contact me or my colleagues and we will be happy to review your account for cashback or other rewards.

Or do you have any suggestions? I'd love to hear your feedback.

Best regards, Mary, VIP Team

What's up number +**38*****8**

I would like to upload a photo of it, but unfortunately it doesn't work.

That can't be true, can it?

Auf mein eröffnetes Ticket das mir die 800€ Auszahlung fehlt antwortet heute Mary vom vip Team:

Hallo xxxx,

Wie geht es Ihnen heute?

Ich wollte mich kurz danach erkundigen, ob Sie vielleicht Lust aufs Spielen auf unserer Plattform haben.

Sollte das der Fall sein, bitte wenden Sie sich an mich oder meine Kollegen und wir werden gern Ihr Konto für Cashback oder weitere Prämien überprüfen.

Oder haben Sie irgendwelche Anregungen? Ich werde mich auf Ihr Feedback freuen.

Liebe Grüße, Mary, VIP Team

What's up nummer +**38*****8**

wprde gerne ein Foto davon hochladen was leider nicht funktioniert.

das kann doch nicht sein oder?

Dear krug201187,

Following a thorough review of your account transactions, we would like to inform you that the withdrawal attempt with number 410384165, was unsuccessful due to an issue on the payment provider's side. Consequently, the funds have been returned to your Nomini account.

If you like, you may reinitiate the withdrawal request at your convenience. Please rest assured that we will do our utmost to ensure the successful processing of the transaction from our end.

Should you have any further questions or require assistance, please do not hesitate to contact us.

Kind regards,

Nomini Team

Thank you for the clarification Nomini

Then we've solved the first problem. The only remaining issue is the one with the Merkur game, where the €400 is missing.

Vielen Dank für die Aufklärung Nomini

dann haben wir das erste Problem erledigt. Fehlt nur noch das Problem mit dem Spiel von Merkur, wo die 400 € fehlen.

Dear Nomini Casino Team,

Regarding incident reported by krug201187, do you have any information or require further details from him? (missing €400 winnings from the Merkur game)

Missing withdrawal issue we considered to be resolved.

Hello Matej,

Regarding the player's missing win, we have confirmed with the game provider that the outcome remains consistent with the information previously communicated to you via email.

Please advise if you would like us to post the provider’s reply in this thread.

Thank you for your attention to and resolution of this matter.

Nomini Team

The problem was not once with the game but a total of 4 times

3 times the money was credited without any problems within a few days

only the last time not as can be seen in the live video and also restarting the game

Since then, many contacts via chat and email have not resulted in a result

If this problem cannot be resolved, please delete my game account

I have been playing almost daily since then

I will understandably not do that anymore

Das Problem war ja nicht einmal mit dem Spiel sondern insgesamt 4 mal

3 mal davon wurde das Geld problemlos innerhalb paar Tage aufgebucht

nur das letzte Mal eben nicht wie auch in dem Live Video und auch Neustart des Spieles zu sehen ist

seit dem sind viele Kontakte per Chat und Mail nicht zu einem Ergebnis gekommen

wenn dieses Problem nicht beseitigt werden kann bitte ich meine Spielekonto zu löschen

mich spiele seit dem dennoch fast täglich

das werde ich dann nicht mehr machen verständlicher Weise

Dear Nomini Casino Team,

Please forward the provider's reply to [email protected].

Thanks.

Dear Matej,

We have sent you an email and kindly ask you to check it at your earliest convenience.

Thank you!

Nomini Team

Dear krug201187,

The casino provided us with the message from the game provider. In this message was a statement that this particular game round was cancelled and the bet was returned to your balance because the game round was opened longer than the selected period of time.

You can do a simple check.

Please find in your history the next bet after your mentioned bet:

Game/Slot name wish upon a jackpot

Game provider Merkur

Balance before the bet 5530.90

Date/Time 12.05.2025 23:11:05

Stake amount 10€

Prize amount 400€

Betting ID 133489479777

If your balance after this bet was 5540.9, it means that the bet was cancelled and the bet amount was refunded. (It still might have happened that the 10 was refunded later, but check it anyway.)

I am sorry for the inconvinience.

No, it is not like that

After I filmed everything and reported it by email, I continued playing another game

there is my original amount

But let's end this here as soon as Nomini complies with my request to block and delete my gaming account

I don't want to have anything to do with a casino that refuses to pay out a proven win of €400 after it has been filmed

By the way, since 12 May 2025, I have paid in a total of 15,500€ and have to deal with such problems, which I have proven, for months

I'd rather do without this casino and play at my 3 other ones in VIP status

very bad treatment of vip players dear Nomini team

Please confirm that my account has been deleted

after that but only then can the ticket be closed

In our groups of several thousand casino players, I will have to set the Nomini Casino to not recommendable (dangerous, bad service, does not pay out, etc.)

Thanks

Nein den ist nicht so

mich habe nachdem ich alles gefilmt habe und per Mail gemeldet habe ein anderes Spiel weiter gemacht

dort steht mein Ursprünglicher Betrag

Aber beenden wir das hier sobald Nomini meiner Bitte jetzt nachkommt mein Spielekonto zu sperren und löschen

mit so einem Casino das nach einem gefilmten nachgewiesenen Gewinn von 400€ sich weigert diesen auszuzahlen möchte ich nichts mehr zu tun haben

seit dem 12.05.2025 habe ich übrigens noch insgesamt 15.500€ eingezahlt und muss mich mit solchen von mir nachgewiesen Problemen Monate lang rumschlagen

da verzichte ich lieber auf dieses Casino und werde bei meinen 3 anderen im vip Status spielen

sehr schlechter Umgang mit vip Spielern liebes Nomini Team

Bitte bestätigen sie das mein Konto gelöscht wurde

danach aber bitte erst danach kann gerne das Ticket geschlossen werden

in unseren Gruppen von mehreren 1000 Casino Spielern werde ich das Nomini Casino auf nicht empfehlenswert stellen müssen (gefährlich, schlechter Service, zahlt nicht aus etc )

danke

Dear Krug201187,

I understand your frustration. In such cases, casino routinely verify potentially disputable rounds with the game provider, and that was done here. The game provider has confirmed the bet was void, and the casino has refunded your deposits.

However, I understand your feelings and respectfully ask the casino to honor your request and close your account.

Dear Krug201187,

Your account has been closed as per your request.

Should you wish to have it reopened in the future, please don’t hesitate to contact us. Our team will be happy to assist you.

Our team wishes you all the best for your future activities!

Thank you,

Nomini Team

 ***

Dear Matej,

Thank you for your assistance in resolving that matter.

Thank you,

Nomini Team

Dear Krug201187,

May I close this case?

Yes, please, thank you very much for your help. You tried everything, but the casino still did not refund the 400€.

But since I've now resigned and this has been confirmed, they can close the case. Our groups have now been urgently warned about this casino. Many thanks to everyone involved.

pS

Dear Matej, the statement that I have received my stake back is false

I have proven that I continued playing another game with the wrong game scenes and amount of money after sending the email.

but that is Nomini's problem now

I play my monthly stake of up to 80,000€ spread over my other casinos in VIP status

thanks to casinoguru for the help and your commitment 😊👍

Ja bitte vielen Dank für eure Hilfe ihr habt alles versucht, dennoch hat das Casino die 400€ nicht erstattet

da ich aber nun ausgetreten bin und dies bestätigt wurde können sie den Fall schließen. Unsere Gruppen wurden jetzt eindringlich vor diesem Casino gewarnt. Vielen Dank an alle Beteiligte

p.S.

die Aussage lieber Matej, das ich den Einsatz zurück erhalten habe ist falsch

das habe ich nachgewiesen das ich mit dem falsche. Spielszenen und Höhe des Geldes nach Formulierung in Versendung der Email weiter ein anderes Spiel gespielt habe.

aber das ist das Problem von Nomini jetzt

ich spiele meinen monatlichen Einsatz von bis zu 80.000€ eben verteilt auf meine anderen Casinos im vip Status

danke an casinoguru für die Hilfe und euren Einsatz 😊👍

Dear krug201187,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru