Noxwin Casino - The player's winnings were voided.

Hello saujtums,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Noxwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? So the reason behind voiding your balance was playing from a restricted country? How was you even able to accept the bonus if it should have been restricted? Did you ever claim any other bonuses in the casino? When was the last time you spoke to them and what was their respond?

Looking forward to your answer.

Regards,

Nick

Thank you saujtums for all the information. As long as you were able to claim the bonus, the casino should also pay out the winnings from it if you did everything correctly according to their terms. It should be their responsibility to block the bonus for restricted countries.

Can you please forward the communication between you and the casino where they explained the reason for voiding your balance to nikolas.b@casino.guru?

Hello Nikolas

I have forwarded communication e-mail I received from Noxwin to nikolas.b@casino.guru.

Thank you

Hello saujtums,

I've received the e-mail but unfortunately the forwarded part is blank. Can you please try to send it again?

Hi Nikolas

I have forwarded once again to nikolas.b@casino.guru , please check 3(three) dots in the email to show/hide expanded content.

I have also sent screenshots of this email.

Thank you.

Hello saujtums,

Thank you for the e-mail and all the provided information. We believe that once you received a bonus, the casino should also pay you out. If the bonus is restricted for a country, they should block the access to it. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello saujtums.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, please explain the situation with bonuses and restricted countries which saujtums described.

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 saujtums,

A casino representative by email contacted me.

The casino provided evidence that every day for at least a month, made registrations from Latvia followed the same pattern. The player always used a skrill deposit, made a few bets on Roulette, and then completed the wagering on Esqueleto Explosivo.

Could you please explain that?

Based on the evidence from the casino, it is evident that there is a single person or organised group behind these bets, which is strictly against the casino's terms.

Dear saujtums,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Matej

The casino provided evidence that every day for at least a month, made registrations from Latvia followed the same pattern. The player always used a skrill deposit, made a few bets on Roulette, and then completed the wagering on Esqueleto Explosivo.

Could you please explain that?

I am unable to explain actions of other players from Latvia.

My winnings at Noxwin casino have been voided. Noxwin casino states the reason for that is that Latvia is "restricted" or it is prohibited to play roulette/specific slot games?

What exactly do You want me to explain?

Matej, please let me know which Noxwin casino terms and conditions I have breach ?

Dear saujtums,

The casino accuses you of fraud. (multiple accounts or organised group) 

I gave you reasons why the casino believes you are a fraud and an option to explain your actions.

Don't you think that if every day comes a new player from exactly the same country deposit with the same method and play exactly the same games that it is random behaviour or fraud?

Don't you think that if every day comes a new player from exactly the same country deposit with the same method and play exactly the same games that it is random behaviour or fraud?

I think that Noxwin casino does not want to withdraw money to players. I do not see other complaints from Latvian players, probably those players lost their money, but I won, so the casino found a reason not to pay winnings.

Could Noxwin casino prove that I am fraud (multiple accounts or organised group) ?

They already did, and we found this evidence sufficient.

Dear saujtums,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.