NextCasino - Closed my account, took winnings, but refused refunding my deposit

RESOLVED
posted on November 21, 2015.

Hey everyone, I'm currently in tears so I'll try explain as well as possible.

Over the last few years I've opened loads of accounts on different sites, never got addicted as I have a couple of goes then just self exclude so I can't become addicted. I recently saw Next Casino and knew I've never registered on their site or thier sister site so signed up.

Deposited £300 and got my total to £803 which I withdrew. Saw the total was in my pending withdrawals bit and left it. Logged on today and it had disappeared, couldn't find it on any transactions so I emailed and was told the withdrawal was processed yesterday. 3 hours later I get an email from EveryMatrix saying my account has been suspended because I self excluded from JetBull a few years ago. I had no idea these companies were even together. I'm utterly heartbroken as it seems although Next Casino said my withdrawal was processed the email I got said any deposits and winnings will be kept. I've looked everywhere and still can't find anywhere that says JetBull is a sister site of Next Casino. Please someone help me, I can't afford to lose that money, if I would have known I simply wouldn't have signed up. I always double check sister sites to make sure I'm not breaking any self exclusions.

posted on November 22, 2015.

Hi,

This is not a valid complaint.

Askgamblers: please remove and close this thread. This is not ok.

AlwaysSomething: Please check with us (Nextcasino) first. Your withdrawal was processed 2 days ago just as you say. Your funds will arrive within a few bank days, just as all withdrawals do. Your account has been closed by our platform provider since they have indications of a possible gambling problem as evident by your actions (exclusion) on some other site but we do not and never have applied any confiscation of funds in these cases. Please withdraw this complaint. It is not an issue and never has been.

Regards,
NextCasino

posted on November 22, 2015.

Hello NextCasino.

I'm really sorry if I have caused offense, I'm just really confused right now. The email I received from EveryMatrix stated that any deposits or winnings will be forfeited. Are you saying that the withdrawal I made with NextCasino will be coming to me? The time line of what happened made it seem like EveryMatrix had to accept the withdrawal and at that stage it was when the flagged up a previous self exclusion. Can you confirm if EveryMatrix has to approve the withdrawal? As you can probably tell I'm really confused of the link between the two companies... I thought EveryMatrix was just a company that provides the software for the games, thus the name EveryMatrix software Ltd. If the withdrawal requested does indeed reach my bank I will of course will of course close this complaint instantly. Sorry once again if I have misunderstood the situation, but I'm sure you can understand when I had made a withdrawal of over £800 then receive an email from a company saying my winnings and deposit will be kept...

posted on November 22, 2015.

Hi,

Yes, we can confirm that the withdrawal was successfully approved and processed at 20:28 GMT on the 20th of November. Credit card withdrawals usually take 1-5 bank days to arrive so you can expect to receive the funds this upcoming week.

We will make sure that our platform provider stops sending these emails with wrongful information on our behalf and we are truly sorry and apologize that you ever got one in the first place.

Regards,
NextCasino

posted on November 23, 2015.

Hello,

Firstly I would like to thank NextCasino for their prompt reply to my complaint. As promised, the withdrawal has hit my bank today. I have nothing but respect for NextCasino for their handling of this situation. I am still very confused about the email I received from EveryMatrix and the connection between the two sites but I can safely say that when my self exclusion from JetBull ends I will be contacting NextCasino to rejoin their site.

Please consider this complaint closed (even though the problem seems to be with EveryMatrix and not NextCasino).

Thank you once again to NextCasino and to AskGamblers.

AskGamblers
posted on November 24, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.