What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

NextCasino - Misleading and intentional harm

RESOLVED
Complaint Info
Disputed casino NextCasino
Reason Other
Amount € 6870
Posted on May 30, 2020

Hello

I made a 100€ deposit and noticed that the bonus shows me that i have to do 14000€ wagering ( i have 2 active bonuses at the same time - due to technical problems on the Diamond mine slot ). They checked this out and souggested to me that when i do the 7000€ wagering, i should inform the live chat and they will help me and delete the remaining wagering, so i can do the withdraw ( obviously ). Wagering stuck to the old bonus instead to a new one. So i finished wagering on the old bonus, that was long overdue. Basically when i did the required wagering, i had on my account 1269€. I stopped playing when i had 6870€ still to wager ( just like we agreed ). I didn`t want to play on so i wouldn`t do anything wrong. I immediatly informed the live chat and apparently naively believed that they knew what they were doing on the chat. Instead of deleting my wagering, they deleted my bonus and account balance. I could also do this myself if i wanted to clear the bonus. I`m not crazy??;) Why would i delete my account balance?? I ask you kindly for help. Please look at the mail they sent me and give me clear instructions on what to do. And how much wagering I still have to do. I also sent you pictures showing a notice of an unfinished game and what the slot looked like when an error accurred. I am also sending you proof of how much money I had in my account when I complete the wagering ( from 14000€ to 6870€ ).

Posted on June 1, 2020

Hi again Ninasara2225,

Thanks for your patience. We have had the tech department look into this and here is what they found:

Due to a stuck round on the account, the wagering requirement displayed was incorrect. The stuck games caused that the old wagering requirement from a previous bonus to remain and therefore the wagering requirement was too big. We therefore instructed you to come to chat when the remaining wagering requirement reached 6870, so we could remove it manually and allow a withdrawal. However, apparently a mistake was made and the full balance was removed instead.We have now credited the funds manually and you are free to proceed and withdraw. Again, we than you for the patience shown here and for giving us the time to resolve the matter.

Best regards,
NextCasino

AskGamblers
Posted on June 1, 2020

Dear @NinaSara2225,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on June 1, 2020

Hello

Thank you very much for the positive response. I will do a withdraw today and let you know if everything was ok. Because of this bad experience, I will believe that everything went well only when I see the money in my account. Thanks again to Askgamblers, for your quick intervention and very quick response to my complaint. I will thank the next casino when I successfully complete the withdrawal.

Best regards,

Alen

Posted on June 3, 2020

This complaint has been resolved.

Best regards,
NextCasino

AskGamblers
Posted on June 3, 2020

Dear @NinaSara2225,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

NinaSara2225 Slovenia
Posted on June 5, 2020

Dear Askgamblers

I got all founds transferred to my account. Thank you Next casino and especially thank to you Askgamblers, without you this would not have happened. This complaint has been resolved and you can close it now.

Best regards,

Alen

AskGamblers
Posted on June 5, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy