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Since the 24th, I have been trying to make a withdrawal but have not succeeded. Every time, my withdrawal is canceled. I've tried all possible methods, and they always cancel it. I was told they would look into the possibility of manually processing my withdrawal, but so far, nothing has happened.

Estou desde o dia 24 tentando sacar e não consegui até hoje toda vez cancelam o meu saque já tentei por todos os métodos possíveis e sempre cancelam me falaram que iria ver a possibilidade de fazer o saque manualmente mais até agora nada

Dear evelynkau26,

Thank you very much for submitting your complaint. I’m sorry to hear about the repeated issues you’ve encountered while trying to process your withdrawal.

To better understand and assist with your case, could you please provide more information about the situation? Specifically:

• Could you confirm the exact date and time of your first withdrawal attempt?
• Have you received any specific reason from the casino as to why your withdrawal requests were canceled?
• Were you using the same payment method for all your withdrawal attempts, or did you try different methods? If so, could you specify which ones?
• Was your account already verified before making the withdrawal attempts, or did the casino request any additional documents afterward?
• Have you received any updates from the casino regarding the possibility of manual processing? If yes, could you share the details?

If you have any relevant communication with the casino (e.g., emails, chat logs, or screenshots), please forward them to petronela.k@casino.guru.

Your cooperation in providing these details is essential for us to investigate the matter thoroughly and work toward resolving it. The more precise and comprehensive your response, the better we can mediate effectively on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

My first withdrawal request was on November 24th and the times didn't show up. I've tried several times by e-mail without any concrete response. Everything is fine with my account.

Minha primeira solicitação de saque foi dia 24 de novembro não aparecere os horário foram várias tentativas por e-mail sem nenhuma resposta concreta está tudo certo com minha conta

I was asked to try several payment methods, but they all canceled.

Me pediram por tentar por vários métodos de pagamento mais em todos eles cancelam

Hi evelynkau26,

Thank you for your response and for confirming the details so far. I understand how frustrating this situation must be, and I appreciate you taking the time to provide information.

To help us better understand the circumstances and proceed with your case, could you please address the following questions that haven’t yet been answered?

• Have you received any specific reason from the casino as to why your withdrawal requests were canceled?
• Was your account fully verified before you initiated the withdrawal requests, or did the casino request any additional documents afterward?
• Have you received any updates from the casino regarding the possibility of manual processing for your withdrawals? If so, could you share any relevant details?

Thank you for your cooperation. Once you provide this additional information, we will proceed with investigating the issue further.

They haven't given me any reasons and can't explain why they're canceling

my account has always been verified

no one replies to my emails anymore about the possibility of doing it manually

Não me deram motivos nenhum e não sabem explicar o por que cancelam

minha conta sempre foi verificada

ninguem mais responde meus e-mail em relação a possibilidade de fazer manualmente

No documents were requested afterwards

Não foi pedido nenhum documento depois

Thank you very much, evelynkau26, for providing all the necessary information. I will now transfer your complaint to my colleague, Katarina (katarina.d@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear evelynkau26, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Nomini Casino representative to join this conversation. 

Dear Nomini Casino, could you please provide more information about this case? 

Looking forward to your reply.

Thank you, I look forward to hearing from the casino

hopefully with a solution 🙏🏻

Obrigada aguardo o retorno do cassino

espero que com uma solução 🙏🏻

Dear all,

Thank you for reaching out!

Please be informed that the withdrawal requests seem to be canceled due to the customer not filling in the correct information to the withdrawal fields. In order for us to investigate - we kindly ask you to provide us with a video showing your attempt at creating a withdrawal request.

We await your reply.

Best regards,

Nomini team

I asked several times what the id of the pix account would be and they told me it would be my cpf I put it in and nothing I tried a username I tried everything and nothing worked

Perguntei por diversas vezes oque seria o id da conta pix me informaram que seria meu cpf coloquei e nada tentei nome de usuário tentei tudo e nada deu certo

Dear evelynkau26,

We would kindly request to provide us the requested video, showing your attempt at creating a withdrawal submission, in order to proceed with the verification of your report.

Thank you in advance.

Best regards,

Nomini Casino Team

I can't send it, the video option doesn't appear for me.

is there anywhere else I can send it?

Eu não estou conseguindo mandar não aparece a opção de video pra mim

tem algum outro lugar que eu posso mandar ?

When it's time to pick it up, everything goes smoothly. When it's time to pick it up, a cancellation e-mail arrives.

Na hora de retirada ele da tudo certo quando está na data próxima ele chega um e-mail de cancelamento

Dear Nomini Casino,

thank you for your messages.

Could you please describe in details how to send / upload the requested video to you?

Dear evelynkau26,

We would kindly request to provide us a reply to the email received regarding your report.

Thank you in advance.

Best regards,

Nomini Casino Team

I'd like to know what the account id is

Gostaria de saber oque seria o id da conta

I've already sent the email with the video

Já enviei o e-mail com o vídeo

Remember that I have already tried with my full name cpf phone number username and it appears that the withdrawal has been sent and leaves the casino account but days later an email arrives saying that the withdrawal has been canceled.

Lembrando que já tentei com meu nome completo cpf número de telefone nome de usuário e ele aparece que o saque foi enviado e sai da conta do cassino porém dias depois chega um e-mail dizendo que o saque foi cancelado

Dear evelynkau26, 

thanks for the update.

Dear Nomini Casino,

have you received the requested information? Is there anything else your might need?

Looking forward to your reply.

The withdrawal went into my account this morning

thank you GURU for your help thank you nomini for solving my problem

O saque caiu está manhã em minha conta

obriga GURU pela ajuda obrigada nomini por ter efetuado é resolvido o meu problema

Dear evelynkau26,

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, 

Katarina Duboak

Casino.Guru