The player's account was blocked. After contacting the casino, the account was reactivated including the balance. When the player finishes his wagering and makes a withdrawal of his funds, he will be restricted from further play as per the casino's T&Cs.
Bet-nox Casino - Player's account was blocked.
Amount: €500
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I signed up and made a deposit at the casino.
When I log back in a few days later, there is no message that my account is closed.
Then I got an email saying my account was deactivated. I didn't cause that!
AFTERWARDS I got an email that I should send my papers. I did that in the hope that my account would then be activated again.
Since then I haven't received any more messages from the casino and I still have no access to my money, among other things.
Please help me 🙁
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2 years ago
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
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2 years ago
Translation
Hi Kristina,
I claimed the welcome bonus but didn't make a profit or the bonus was still active.
No, I haven't heard anything from the casino except that the account is deactivated.
I sent all required documents (ID, proof of address and selfie)
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2 years ago
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.
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2 years ago
Translation
Hello Kristina,
Enclosed all news from Pokernox. KYC documents have been sent. Unfortunately I don't know at the moment how my data is treated at Pokernox and what the current status of my account is.
Thanks
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2 years ago
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.
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2 years ago
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.
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2 years ago
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
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2 years ago
Thank you Pokernox Casino team for your reply. Please send the relevant evidence to my email address (peter.m@casino.guru).
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2 years ago
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.
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2 years ago
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.
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2 years ago
Hi all
Account has been reopened so player can withdraw the funds and it will be closed again right after that.
Thanks for understanding
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2 years ago
Translation
I still have an active bonus. Can I still play it or not?
Besides that, why is the account being closed?
I didn't cheat, I see no reason for it.
Edited
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2 years ago
You can play with it but after you lose it all or perform a withdrawal the account will be closed.
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2 years ago
Translation
But why?
I haven't done anything wrong.
Somehow that's a strange way of dealing with customers
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2 years ago
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
