Bet-nox Casino - Player's account was blocked.

Hallo,

ich habe mich bei dem Casino angemeldet und eingezahlt.

Als ich mich ein paar Tage später wieder einloggen, gibng das nicht mit der Meldung, dass mein Konto geschlossen ist.

Danach kam eine Email, dass mein Konto deaktiviert sei. Das habe ich nicht veranlasst!

DANACH kam eine Email, dass ich meine Papiere schicken soll. Das habe ich gemacht, in der Hoffnung, dass man dann mein Konto wieder frei schaltet.

Seitdem erhalte ich keine Nachricht mehr vom Casino und habe auch weiterhin keien Zugriff auf u.A. mein GEld.

Bitte helfen Sie mir 🙁

Dear Moggel01,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you accumulated your funds with or without an active bonus?

Do I understand correctly that the casino did not share with you the reason for blocking your account other than to verify your identity?

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Thank you very much in advance for your reply.

Best regards,

Kristin

Hi Kristina,

ich hatte den Willkommensbonus in Anspruch genommen, aber keinen Gewinn erzielt, bzw der Bonus war noch aktiv.

Nein, ich habe nichts vom Casino gehört, außer, dass das Konto deaktiviert ist.

Ich habe alle erforderlichen Dokumente geschickt (Perso, Adressnachweis und Selfie)

Thank you very much for your reply, Moggel01. 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.

Hallo Kristina,

anbei alle Nachrichten von Pokernox. KYC Dokumente wurden gesendet. Leider weiß ich im Moment nicht, wie meine Daten bei Pokernox behandelt werden und wie der aktuelle Stand meines Accounts ist.

Danke

Thank you very much Moggel01 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 Moggel01,

I have looked at your case and understand the situation. 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

Players account has been closed due to usage of VPN and suspected bonus abuse. Documentation can be provided on request.

We reserve the right to close any accounts that are traced to the same address, IP address or computer or are suspected of VPN usage or of having been transferred between users and freeze any winnings on those accounts. 

Thanks for understanding

Thank you Pokernox Casino team for your reply. Please send the relevant evidence to my email address (peter.m@casino.guru).

Dear Pokernox Casino team,

Thank you for the email, but I'm afraid the evidence is not sufficient. Unfortunately, we will need better proof of bonus abuse to reject the complaint. So far, we are not convinced that the player used any unfair practices.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi all

Account has been reopened so player can withdraw the funds and it will be closed again right after that.

Thanks for understanding

Ich habe noch einen aktiven Bonus. Kann ich den noch spielen oder nicht?

Abgesehen davon, warum wird das Konto geschlossen?

Ich habe nicht betrogen, ich sehe dafür keinen Grund.

You can play with it but after you lose it all or perform a withdrawal the account will be closed.

Aber warum?

Ich habe doch nichts verkehrtes gemacht.

Irgendwie ist das ein eigenartiger Umgang mit Kunden

Hi all,

Thank you for your replies.

Dear Moggel01,

The casino has the right to close any player's account at its own discretion as long as the fairly accrued winnings are paid. Since your account is active, I suggest that you finish the wagering and withdraw the potential winnings as soon as possible. We consider the issue to be resolved. If there's a problem with the withdrawal, you can reopen the complaint at any time. Thank you for using the Casino Guru complaint resolution center. 

Best regards,

Peter