Bet-nox Casino - Player experienced issues with bonus play causing a delay of his withdrawal.

Guten Tag,

ich habe bei PokerNox gewettet und einiges Gewinn gemacht. Vorher habe ich mich extra beim Chat erkundigt, ob ich einen aktiven Bonus habe da ich das Sonntags-Angebot "Wager-Free" genutzt habe.

Der Support hat meinen Bonus gelöscht, nachdem ich ihn umgesetzt habe. Daher hatte ich keinen aktiven Bonus, als ich meine Wetten abgeschlossen habe. Das Casino hat trotzdem meine Gewinne konfisziert und mir gesagt, ich sollte mich an das Management wenden.

Ich habe keinerlei Info seitens PokerNox bekommen, sondern musste mich selber erkundigen. Aus diesem Grund bitte ich um Mithilfe, meine rechtmäßigen Gewinne wieder zu erhalten.

Vielen Dank im Voraus

Dear better4711,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kristina,

Many thanks for your reply. Just to be sure:

This request is not about waiting for my withdraw. Pokernox has canceled my withdraw and all my wins.

They are referring thatz I had used a bonus to place a sportsbet, but I did not.

I have had deleted the bonus by Pokernox' support team (please find screenshot attached). Therefore I placed the bet with my real money and won.

Please help me to get my legal win back. Many thanks in advance.

Simon

Thank you very much for your reply, better4711. Before proceeding with this complaint, 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.

Answer send via mail. Many thanks

Thank you for the email, better4711. I checked the bonus T&Cs and I found this:

"All games have a maximum betting limit of 4€ (or an amount equivalent in other currencies) per game round/spin during the time that a bonus is active on the player's account. This applies the entire time that the bonus is active on the player's account as long as nothing else is stated. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the bonus period."

Do I understand correctly that the bonus was canceled after you played with it? Could you please forward your game history to kristina.s@casino.guru?

Antwort per Mail gesendet.

Danke

I am sorry, but from the document you provided, I am not able to see the values of bets as it seems that the right side of the table is cut. Please, see here:

Without this information, I am not able to find out whether or not you breached the maximum allowed bet. Is there any chance that you could provide it in a different format (for example an excel sheet)?

Dear better4711,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo Kristina,

bitte für eine genaue Historie an Pokernox wenden.

Nochmal ganz genau: Es gab keinen aktiven Bonus. Daher ist die Nachricht von Pokernox, dass ich gegen die Bonusbedingungen verstoßen hätte falsch, weil es keinen aktiven Bonus gab und dieser ja vom Support gelöscht wurde. Siehe Screenshot in diesem Mailverlauf.

Vielen Dank und viele Grüße

Thank you very much better4711 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi better4711,

I'm taking over your complaint. Let me contact the casino and I will do my best to help. I would like to invite Pokernox Casino to the conversation to participate in the resolution of this complaint.

Hello everyone

We have checked the players history once again, and indeed we made a mistake while checking it for first time. Player has canceled the bonus and placed his 200€ real balance money on the sportsbook. We have accredited player with the remaining winnings now and is free to withdraw.

Kind regards

Pokernox team

Thank you Pokernox Casino team for your reply and help.

Dear better4711,

Can we consider the issue to be resolved?

Guten Morgen,

vielen Dank für die Hilfe und Unterstützung. Alles ist in Ordnung.

Viele Grüße