The player from Germany has been blocked without further explanation. The casino explained they closed the account and confiscated the player's balance due to breaking the rule about multiple accounts. After investigating the case we concluded the player didn't gain any unfair advantage. The casino didn't agree and thus we closed the complaint as 'justified'.
Bet-nox Casino - Player's account has been blocked.
Black points: 240
Amount: €200
Bet-nox Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
Bet-nox Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Justified complaint
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
the casino claims I closed my account myself.
I didn't do that.
I showed friends of mine the provider on my computer and let them play (I basically advertised).
All accounts were then closed.
There are still 200€ in my account.
It was not played with bonuses.
The casino therefore has no right to take my money away from me.
Please help me
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2 years ago
Hello Moritz,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
thanks for the offered help.
Here are screenshots of my log-in
My request (repeated, the first is from 05/02/22)
and my deposit of 200€.
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2 years ago
Thank you for your reply, Moritz. Could you please advise if you managed to pass the verification before you were blocked?
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2 years ago
Translation
Yes, I have. I have made multiple deposits and withdrawals.
I'm actually very satisfied with the provider and think it's a shame to be treated like this.
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2 years ago
Thank you very much Moritz for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@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.
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2 years ago
Hello Moritz,
I will assist you with your complaint from now on. I would like to ask representatives of Pokernox Casino to join the discussion in order to resolve the issue with the closed account.
Pokernox Casino, can the player's account be reopened?
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2 years ago
Hello
Player has 3 accounts on casino, and has claimed multiple bonuses with two of those accounts, so the statement above from the player is false. All the documentation about player accounts and claimed bonuses can be provided to Casino Guru on request.
Kind regards
Pokernox team
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2 years ago
Hello,
thanks for the reply to the Pokernox casino team,
please provide us with proof of your claims of multiple accounts and multiple bonuses, to my email address at tomas@casino.guru
Much appreciated!
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2 years ago
Translation
No,
the answer is not wrong.
I showed 2 friends the provider on my computer and showed how bonuses, casino and bets work, and also how to use e-wallets.
I chose the provider because I LOVE playing there.
If that was wrong, then please do.
Then do without us as a customer.
However, this does not clarify what happens to the €200 I deposited.
I would like my money back or be activated again.
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2 years ago
Hello Moritz,
could you tell us if the friends of yours who you helped create the accounts opened their accounts using their own phones/devices or used your computer to do so?
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2 years ago
Translation
Hello,
since I had them at home for a party, they used my PC.
I didn't know at the time that it wasn't allowed.
but that's no reason to keep my €200.
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2 years ago
Moritz,
we believe your original account shouldn't be punished under these circumstances, with confiscation of winnings. We believe your aim was not to deceive the casino and your breaking of the rules was unintentional. You have deposited and withdrawn from the casino repeatedly in the past, with the original account which is verified. The final balance was not earned by committing any bonus abuse.
Unless we overlooked any other circumstances, we would like to ask Pokernox to reconsider its position on confiscating winnings.
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2 years ago
Translation
Thanks for the assessment.
That's exactly what I'm about.
I find it exaggerated to punish me so harshly instead of pointing it out.
As long as I get my money back, I'm willing to let the matter rest.
I'd love to keep playing, but I'll accept if I remain banned.
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2 years ago
Dear all
The last deposit has activated the bonus, so the final balance was played with an active bonus.
˝Only one bonus is allowed per player, account, address, computer and IP address. Pokernox Casino ( pokernox.com ) reserves the right to close any account that is considered a duplicate account and confiscate the assets of the relevant account.˝
In order with our bonus terms and conditions we consider this decision as final.
Thanks for understanding
Pokernox team
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2 years ago
Translation
On 04/29/22 they sent me an email saying that I had violated the bonus terms and conditions and therefore my deposit will be reinstated.
That's the said €200. And in that case they are no longer charged a bonus.
I insist on payment or will have to take legal action.
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2 years ago
Hello all,
Pokernox casino, what is your position towards Moritz's last comment?
Were the funds reinstated or returned as the screenshot suggests?
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2 years ago
Dear all
Please note that the situation mentioned above is not connected with the current complaint. On 29.4. player has breached our bonus terms and conditions by placing bets over max allowed bet and playing live casino games which is restricted for bonus. In that case the initial deposit of 200€ has been returned to player and bonus winnings forfeited.
Current complaint is connected with multi accounting and bonus abuse which has occured after that and in this case we have acted in order with our bonus terms and conditions.
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2 years ago
Translation
no,
they are confusing things here.
the money refunded was the €200 I wanted to withdraw.
before the payout was processed they blocked my account.
I haven't made a deposit or used a bonus since then.
they accuse me of abusing the bonus but I didn't do that.
I also commented on multiaccounting.
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2 years ago
Moritz,
I am afraid the casino won't change their mind and thus we will close the complaint now. As I said above, in our opinion your account was verified, and we believe that with your account you didn't gain any unfair advantage, and thus you should be paid.
As for the other accounts, we understand the decision and steps made towards their closure.
I am sorry, Moritz, we couldn't help you resolve the issue, but we believe your complaint is justified. Closing this complaint as 'unresolved' will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
