Nomini Casino - When I think my accounts verified and I can withdraw, I get a new request and account locked again

Dear customer,

Thank you for reaching out!

We would like to inform you of the following point of our General Terms and Conditions:
5.2 We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

We have provided additional explanation regarding the requested documents to you via email.

We hope for your co-operation.

Sincerely,
Nomini Customer Support

Hi Nomini Casino and thanks for finally responding to me.

I appreciate your terms and i understand that but at what point does it become excessive or abuse of terms? I don't understand why my Proof of Address is not verified when i have sent in my Bank Statement which you approved and many other bills. Why is my Bank statement not sufficient for POA?

The Gas bill i uploaded you just emailed and said...

"Please note, that PDF files have to be the original ones, downloaded from the company/bank website. We kindly ask you to upload a utility bill (water, gas, electricity), bank statement or any document issued by government in PDF, showing full name, full address, and issue date, not older than 6 months, as a PDF file in it's original state."

But it is the original and downloaded from the company website so i'm confused.

Try to understand my frustration as this has been 2 months and i just want to solve this. I like your casino and will continue playing but i need transparency and fairness please.

Dear Nomini Casino,

The AskGamblers Complaint Team strongly encourages you to post a public detailed explanation concerning requested documents and what exactly seems to be an obstacle to player's successful verification, clarifying all the relevant reasons that led to the actions taken by your management.

Please be notified that, should you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

nominicasino

Please respond. I noticed similar issues for other players in the complaints section here and you did resolve it for them and verify their account. Pls can you do the same for me 🙏🏻

Dear Customer,

Please be informed, that we have requested an additional document from you on Friday, however we still haven't received a reply with the documents in question.

We await your email to proceed with the verification of your account.

Thank you for your cooperation.

Best regards,
Nomini Customer Support

Dear @londonN17,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Nomini Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Hi, so i sent nomini casino my payslip for November 2 weeks ago and about 10 emails and 3 attempts at live chat but im just getting ignored. @nominicasino whats going on?

Dear Nomini Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

nominicasino Pls try to resolve this I've dealt with this stress for 3 months now its not healthy. I have supplied EVERYTHING you have asked for. My November payslip with my address on you just said was a screenshot. that's not correct. It comes in pdf download file and that's what i sent you. Its digital i don't get it in post or paper form like 10 years ago.

If this is genuinely a verification issue after i have sent Photo ID, selfie and 6 documents with my address on can i suggest a video call to get this done? I so badly need some money before the Christmas. I've sent you every document i possibly own. Something doesn't add up here. Pls respond.

Dear Customer,

Thank you for clarification regarding the provided file.

You documents are being reviewed, and we will keep you informed about any updates.

Thank you for your co-operation.

Best regards,
Nomini

Wow they accepted my payslip and now ask for this - "Please upload a credit tax certificate document". What the heck is that? never seen one before.

This is relentless and tiresome now. I needed this money before the Christmas holidays you are ruining my life. Everyday stress about this.

@Nomini can you confirm for the public eyes that i have sent you

Passport
Bank statement
Selfie
Payslip
Electric bill
Phone bill

All of the above and i am still not allowed to withdraw!

This is not fair. @Askgamblers have u ever seen this before?

I urge you @nomini to honour my win and let me cash out. Do the right thing. I have no more documents to send you. Nada. You've had everything from me. You are more than welcome to video call me on skype or something? That's all i can offer at this point. Pls advise

Dear @londonN17,

Please be informed that each online casino possesses the exclusive right to establish and implement its own verification policy and procedures, as dictated by the requirements outlined in their licensing agreement. Regrettably, the AskGamblers Complaints Team does not possess the authority to influence these verification policies in any manner. We strongly encourage you to cooperate with the casino's team and promptly provide the necessary documents for a successful verification process.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear all,

This complaint has been reopened as the submitter couldn't reply last week. Therefore the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Hi I can't find a tax certificate document which u asked for can we explore other options to get verified pls. So far I've sent you

Passport
Bank statement
Selfie
Payslip
Electric bill
Phone bill

I'm out of options it seems. I can suggest a video call will that help?

I am desperate to sort this out after 3 months. Honestly its affecting my day to day life and my mental health.

@nominicasino i urge you to help me out here

Dear all,

This complaint has been reopened as per Nomini Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

nominicasino

Please try your best to find a resolution to this once and for all. Its been 3 months and like i said its affecting my everyday life.

I explained to you i do not have a tax certificate document and i don't feel comfortable sharing such sensitive information on what tax i pay and it has nothing to do with gambling. I find it excessive and abusive of the verification procedure.

Your Vip agent is actively sending me offers trying to encourage more deposits but i cant even make a 1st withdrawal. Pls guys this is not professional. I urge you to open up my withdrawal option and move on from this.

Dear customer,

Please be informed, that we are acting strictly in accordance with the following points of the general terms and conditions, which you have accepted during the account registration:

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.2 We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

Taking the above into consideration, we kindly ask you to provide the requested documents, in order to proceed with the account verification.

Sincerely,
Nomini Administration

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

No problem, I've done all of the above. I sent you everything. I searched your terms and no mention of providing Tax documents to see if/what tax im paying. Are you inventing new things for my account? :s

You are also asking for something that i don't even have. Tax was done through my employer.

Can you openly clarify why my Passport, Selfie, Bank statement, Payslip, Utility bills are not sufficient enough to verify my identity?

Look i don't want to label names against you but im getting seriously annoyed at your actions towards me for 3 months.

Why is a VIP agent emailing me encouraging me to deposit and claim bonuses when i can't even withdraw for 3 months?

Do a video call if you have any issues. Or if its about the 400 euro ive deposited in total, blimey im pretty sure ive showed enough that i can afford 400 euros.

Stop @Nomini. Stop doing this to me. I dont have and im certainly not contacting my tax office for stuff over a casino win. Do you have an alternative option here?

Dear Customer,

We would like to emphasize once again, that based on the aforementioned points of our Terms and Conditions, the documents that we may request can vary from customer to customer, and are not limited to the documents explicitly mentioned in the Terms.
Please note that it's our responsibility to conduct all the checks we deem necessary to verify the accounts in accordance with our commitments to the regulations.

Having said that, we kindly ask you to provide all the requested documents.

Best regards,
Nomini Administration

You didn't answer many of my questions.

Why is a VIP agent emailing me encouraging me to deposit and claim bonuses when i can't even withdraw for 3 months?

Can you openly clarify why my Passport, Selfie, Bank statement, Payslip, Utility bills are not sufficient enough to verify my identity?

furthermore you didn't come up with an alternative. Are you open to an alternative or is this an ultimatum?

Can you clarify, I either send you my tax documents or i don't ever see my money? it sounds like that to me? Or is it a case where you send me the money but close my account?

You keep referring to your terms but again as they are worded i complied and are you suggesting you can just keep requesting stuff until the player runs out of options and then it gives you a right to not pay? That's unethical use of terms if i may say so.

I really do hope to resolve this in this open public forum.

Also i asked you for specific Data request in line with EU data laws to help support my case against you. Can you reply to that via email pls.

Dear Nomini Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the matter along with evidence where it is clearly visible that the player didn't pass the KYC procedure. 

As per the AGCCS Terms, we consider all the information presented during the course of our complaint process totally confidential and not shared with third parties. Please send required information directly to suppor­t@a­skg­amb­ler­s.com.

Thank you in advance.

Askgamblers pls see attached the documents verified and the efforts i have gone to pass KYC procedure. This is old screenshot, i had since sent two utility bills but now we are where we are. Never ending requests. Its gone to far.

Pls Nomini casino do the right thing

Dear customer,

Please be informed that the requested tax document is required for the account verification.

We have emailed Askgamblers to provide additional details regarding the case.

Sincerely,
Nomini Administration