Noxwin Casino - Player’s bonus winnings have been voided.

I played in casino a couple of times with the bonus and finally won but after I sent my documents to verify my account, casino at first started some inverstigation and after closed my account explaining me that I broke some casino terms. My winnings have been void and I find it unfair.

Dear Aronidos,

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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?

Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions. Have you completed the account verification successfully in the past?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

It was the first time casino requested the documuments for the verification. Casino sent me a very long email as explanation. Here is a part of it:

"We would like to inform you that following in debth investigation from our security department we have determined that your account is part of a group of players using prohibited practice in order to gain advantage from the casino providers which is not limited only to our website. Kindly refer to the following of our Terms and Conditions: ..."

Thank you, Aronidos, for the clarification. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Is there a possibility that someone else from your family members, friends, or neighbors has opened an account from the same IP address or device as yours or using your email address? 

I registered my account in July 2021 and played many times but I could win only in October 2021 and after that casino requested the verification of my account and I provided requested documents. I played Esqueleto Explosivo II and I don't think it is possible that someone else could use the same IP address.

Thank you very much, Aronidos, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Aronidos,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Noxwin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Noxwin Casino Team, could you please state the reason why the player's winnings/funds were confiscated? Can you provide us with an explanation of the situation from your point of view? If you can support your statement with evidence, you can share the data by sending them directly here, with your reply, or sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Aronidos,

I was in contact with the casino outside this complaint. Unfortunately, the casino's representative provided me with information that the casino cannot share any data due to a strict internal security policy.

Since we have not received any relevant evidence from the casino regarding its decision, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to complaints@gaming-curacao.com/info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru