Bet-nox Casino - Player’s winnings confiscated due to bonus eligibility change.

The casino confiscated my winnings and returned my deposit. In their email, they claim the reason is that players from Azerbaijan are not eligible to claim the welcome bonus. However, I registered on June 5, 2024, and before claiming the welcome bonus, I checked the terms and conditions. On the date I registered, made the deposit, and claimed the welcome bonus (June 5, 2024), Azerbaijan was not listed among the restricted countries. I am certain the casino changed the rules about two weeks ago and added Azerbaijan to the list of restricted countries. They are trying to apply these new rules to my account retroactively. I need your assistance to review this issue.

Dear muradelon,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet-nox Casino.

I found the appropriate rule in the terms and conditions, let me refer to it here: https://www.bet-nox.com/en/info/bonus-terms-and-conditions

Players from the following countries are not entitled to receive the bonus on the first deposit: Azerbaijan,Bulgaria, Belarus, China, Estonia, Georgia, India, Indonesia, Pakistan, Romania, Russia, Ukraine and the United States.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you filled in your player profile with the correct country, before depositing and playing?
• How much have you deposited, and how much were your winnings?
• Could you please share your communication with the casino, where the justification for confiscation of your winnings is mentioned? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello and thank you for reply. The list of the countries you are refering in the link is an edited one, when I registered there was no Azerbaijan on this list. Casino added Azerbaijan later. This is the issue.

I deposited 200 euro and made withdrawal of 778 (whole balance).

While registration I filled Azerbaijan as country of residence, as I checked in terms before registering.

I forwarded to email you provided my correspondence with casino. Since then they not reply to me.

I am sure they edited there terms later then I registered.

Thank you very much, muradelon, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi muradelon,

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 Bet-nox Casino to the conversation to participate in the resolution of this complaint.

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.

Hello. As I understand casino ignores the complaint.

Hi muradelon,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter