The player's winnings were cancelled for not following the bonus conditions. The casino.guru team considered that such bonus conditions should be enforced by the system, but the casino team did not agree with our opinion, and we were forced to close this case as 'unresolved'.
Bet-nox Casino - The player's winnings were canceled.
Black points: 414
Amount: €777
Bet-nox Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
Not enforced T&Cs
UNRESOLVED
Case summary
2 years ago
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2 years ago
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Hello
I deposited 200 euros at pokernox on 2022-05-22 09:57:05 for the wager free sunday 100 percent bonus. (200 euro real money 200 euro bonus)
I was able to win 977 euros and applied for a payout.
the win was canceled by the casino and i got my deposit of 200 euros back with the reason:
Players must deposit at least 100€ during the week in order to be eligible for winnings generated with Weekend Party Bonuses. In case of irregular play mentioned above, winnings generated with Weekend Pary Bonuses will be forfeited and deposit returned.
https://www.pokernox.com/content/bonus-terms-and-conditions
I consider the behavior of the casino to be predatory as they allowed me to deposit for this bonus even though I didn't qualify for it.
if i lost with this bonus it's ok for you
If I win, I only get my deposit back
this is rapacious as i have never been able to win anything with this bonus.
I used the same bonus the week before (2022-05-15 20:38:04) and didn't win anything with it. (200 euros deposited)
I am also entitled to get my deposit back
as i never had a chance to win as i was not eligible for the bonus.
i am fully verified and it was not my first withdrawal at this casino.
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2 years ago
Hello fowi30,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pokernox Casino. Please allow me to ask you a few more question before we would move forward.
When was the last time you deposited into the casino before the weekend event? Did you have any balance before your last deposit?
I looked into the casino terms too and found the rule as well:
"To ensure proper use of bonuses and fair play, Pokernox.com considers claiming Weekend Party bonuses without any other deposit during the week as irregular gameplay to take advantage of bonuses. Players must deposit at least 100€ during the week in order to be eligible for winnings generated with Weekend Party Bonuses. In case of irregular play mentioned above, winnings generated with Weekend Pary Bonuses will be forfeited and deposit returned."
As it was clearly stated in their bonus conditions and you did not follow it, there is not much we can do. The terms are there to follow them unless they are unfair. Bonuses are always considered as a good will of the casino and once the player do not respect the specific terms of it, the casino has the right to void any winnings generated from it.
Looking forward to your answer.
Regards,
Nick
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2 years ago
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is it fair for the casino to let me deposit a bonus I don't even qualify for?
so I see it a little differently
It's the casino's responsibility not to even offer me this bonus on the deposit page if I don't qualify for it.
the following situation arises:
-if i lose it is ok for the casino
-if i win i get my deposit back all other winnings will be cancelled
a win-win situation arises for the casino and as long as the player doesn't win anything, all deposits are accepted and cashed in without telling the player that he can never win.
this is definitely not ok and predatory and violates the fair gambling codex.
the casino also missed writing in the info symbol of the bonus that you have to deposit at least 100 euros per week before you are qualified for the bonus
why not write down such extremely important information there or prevent the player from depositing for this bonus if he didn't deposit 100 euros the week before???
so I deposited 2 times for this bonus with 200 euros each without having a chance of winning at any time and that is definitely not in order and predatory
wager free sunday bonus payments twice
first deposit 200 euro on:2022-05-15 20:38:04
nothing won (entitlement to a refund of the deposit because there was never a chance of winning because I was not qualified for the bonus)
second deposit 200 euros on:2022-05-22 09:57:05
€977 won €777 canceled and I got my €200 deposit back as I didn't qualify for the bonus)
transaction history and bonus history
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2 years ago
Hello fowi30,
Could you please advise if the bonus was automatically added by the casino when you deposited or did you have to select it?
After further check of the case and the casino terms we will go through this case with my colleagues as the term I stated above is written in kind of unfair way.
Will get back to you as soon as possible. Until then I'm looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
I selected it on the deposit page.
but on the deposit page or in the information symbol of the bonus there was no information about the fact that you first have to deposit 100 euros to be qualified for it
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2 years ago
Hello fowi30,
After taking into consideration all the facts, I will now forward your complaint to my colleague Jozef who will be assisting you from now on.
We came to a conclusion that once the casino credited you the bonus, they would also pay out the winnings and they should have prevent you to receive the bonus if you did not meet the conditions.
Wish you best luck resolving it.
Regard,
Nick
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2 years ago
Translation
that's exactly my opinion too
fair gambling codex
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2 years ago
Hello fowi30.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Dear all
Please note that Pokernox casino can not prevent players to claim a bonus if they are not eligible for it as we do not have such options. Every player should read our bonus terms and conditions before claiming the bonuses to know if they are entitled for it or not.
Thanks for understanding
Pokernox team
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2 years ago
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wrong it is your responsibility to prevent players from accepting bonuses they do not qualify for.
but it is much better to cash in until the customer wins for the first time and only then does he find out that he never had a chance to win.
Of course, the casino keeps the previously made deposits for the same bonus
They could have at least taken the trouble to point this out in the bonus description as it is extremely important information for the player.
or do you think the player would like to read all bonus terms and conditions for 1 hour or more before depositing for the bonus
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2 years ago
Dear Pokernox Casino team.
Thank you very much for your cooperation. In casino.guru we believe that the casino environment should be safe and customer friendly. In this particular case, the player was able to claim the bonus that he was not eligible for and played without a chance to win. This situation could have been easily prevented just by the system enforcement, if the player is not eligible for the bonus, he is not allowed to claim one. Unfortunately, we believe the player's complaint is justified.
Please, could you reevaluate the case or is this your final decision? Since the bonus was wager free, at least some kind of compensation would be in place.
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2 years ago
Dear
We believe that every player should read bonus terms and conditions before claiming the bonus. If the player would read them, he would know that he is not eligible for the bonus. Our decision is final, and taking in consideration that player has made 8 deposits at Pokernox casino and claimed 8 bonuses with them, we see this behaviour only as bonus abuse and not recreational playing.
Thanks for understanding
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2 years ago
Translation
is there an update on how casino guru decides
there hasn't been any news for 10 days
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2 years ago
Dear fowi30.
Thank you for your patience. I am sorry about the situation, but since the casino team made their final decision, we’re not able to proceed with further investigation. We consider your complaint justified because the casino could have easily prevented the issue. Another option is to file an official complaint at the licensing authority of the casino, although they usually agree with the processes if they are done according to the T&Cs. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
