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NextCasino - Delayed verification and payment of winnings

RESOLVED
Posted on 03 February 2017

I was hoping that I would not have to write this complaint but Nextcasino are stalling the process of verification to the max and they take forever to reply, if even replying at all.

After reading the terms of Nextcasino´s welcom­e-d­epo­sit­-offer of 125% I decided that it looked like a decent deal. I opened an account and deposited 2000sek. I played a few different slots with bets ranging from 30sek to 50 sek and when I was done wagering the 100 000sek after many hours of fun I had run up the account to about 29 000sek and I could not have been happier.

At this time I requested a withdrawal of 22 000sek and I was asked to verify my identity. I sent in copies of my driver´s license and a recent utility bill and everything was still great.

When I (on 12/1) tried to log in to see if the withdrawal was processed I got a message that my account was blocked. I contacted support and they sent a new mail in which they asked for further verification documents:

“Dear Customer,

Your account has triggered a security alert in our system and was frozen by our payments provider. As security (for both us and our customers) is a high priority of ours, we require you to verify your account by sending us certain required documents. Your account will be frozen during the time of this verification.

Please send us the following information in an email:

1. A scan or digital photo of your passport personal details page OR a scan of National ID card/drivers license (back and front).

2. A scan or digital photo of a recent utility bill (electricity, phone, or alike) not older than 60 days.

3. A close up photo where you hold your ID/passport next to your face.

4. Furthermore, we also require you to send us notarized copies of certain documents to our platform and payments provider's physical address:

Please mail a notarized copy of your ID/Passport and a notarized copy of a bank statement (your name, your address, account number and the date needs to be present, no older than 60 days) to:

Everymatrix,
Nouveau Center, 4th Floor, Lipscani 102 Street, Sector 3,
030039 Bucharest,
Romania

We will need full contact details of the notary used so that we can confirm the authenticity of the documents we have received. This means you will have to bring your bank statement and ID/Passport to the notary to have them notarized the authenticity of the documents and also verified that you are indeed the person stated in the documents.

Account security and fraud prevention is highly important to us and we hope you appreciate our efforts to keep our site and customers secure.

Failure to comply with the above requests will result in the deposit being returned to its origin and the account permanently closed.

We thank you for your cooperation in this matter.

Kind regards,
Mark
NextCasino Security”


I complied to everything and sent notarized documents with express DHL to Everymatrix in Bucharest. These documents were delivered and signed for two weeks ago on Wednesday 18/1.

It is a costly process notarizing documents and sending them to a physical address in Romania and you could at least expect updates regarding the matter. No other Casino have ever asked me of something similar and now they are also stalling the process with the argument that:

“Please note that a verification like this is not instant. Your documents are being reviewed by our platform provider and they wll finalize this as soon as they can.

Regards,
Mark

NextCasino Support”


Nextcasino have turned a happy moment into an upsetting process. I have read similar complaints and I am obvioiusly not the first customer to be treated like this. I hope that Askgamblers can help me out in this matter. This is unacceptable behaviour from a well known Casino like Nextcasino.

/JD

Posted on 04 February 2017

Dear Mr JD,

Your account has been open for more than 10 days.. It was verified and unrestricted a few days after your documents arrived. We can clearly see that you have not even tried to log in to your account sicne then.

We kindly ask you to please refrain from making complaints when there are absolutely no grounds for such.

Regards,
CasinoLuck

Posted on 07 February 2017

There are plenty of reasons for a complaint about a delayed and extensive verification procedure. It consumed my energy, time and it cost about 700 SEK. You caused agony and stress in me and you failed to give me an explanation of what was going on. Most importantly - it was delayed.

Whatever your frame of reference, when it comes to time, is – my account had not been re-opened when I sent you an email on the 24th of January, 5 days after the documents had arrived in Bucharest and 13 days after I sent in my first verification documents. You just replied that the verifi­cat­ion­-pr­ocedure was not instant. I got tired of trying to login and I assumed that you would send me an email when the account was re-opened. An assumption that was obviously wrong.

I now understand that you are more interested in arguing about your excellency, speed and my lack of reasons for a complaint rather than caring about customer satisfaction.

The issue has been resolved and the money has reached my bank account on the 6th of February. This complaint can now be closed.

AskGamblers
Posted on 07 February 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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