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Casino Complaints

Misleading free spins offer

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By Ian A.
10 years ago
Message on forum
I received an email from Noxwin on 21/8/15, saying:

Hi,

Only from 21.08.2015 until 23.08.2015 you have the exclusive chance to receive 50 free spins on the slot TwinSpin simply by staying active at Noxwin Casino.

Just play for at least 100 EUR on any slot, contact our support and the free rounds will be added to your account shortly.

i PLAYED well over £100 and just had the following chat with Noxwin:

Chat transcript from 08/29/2015
IAN ASHW**** (13:45:56): FREESPINS
Oguz (13:46:11): Hello, thank you for contacting Noxwin Support. How may I help you?
IAN ASHW**** (13:47:33): hi, i received an email on 21/8/2015 saying if i played £100 on any slot between 21 and 23 August, i would receive 50 free spins on TWINSPIN. I did that so please will you credit my freespins
Oguz (13:47:42): May I have your username, please?
IAN ASHW**** (13:47:57): ******­***­@ou­tlo­ok.com
Oguz (13:48:01): Please hold on, while I'm checking.
IAN ASHW**** (13:48:06): thx
IAN ASHW**** (13:54:23): hello?
Oguz (13:55:16): Please hold on, while I'm checking.
IAN ASHW**** (13:55:30): oh right
Oguz (14:05:44): in order to receive 50 free spins, you need to deposit at least 100 EUR, as i see you deposited 10 GBP
IAN ASHW**** (14:06:36): the email said PLAY £100 euro. which i did. not deposit £100!
Oguz (14:06:59): impossible
Oguz (14:07:03): May I help you with something else?
IAN ASHW**** (14:07:13): why is it impossible?
IAN ASHW**** (14:07:35): can you not win £100 through from a £10 deposit?
Oguz (14:07:37): in order to receive 50 free spins, you need to deposit at least 100 EUR, as i see you deposited 10 GBP
IAN ASHW**** (14:08:16): im going to complain. and btw the i think your attitude is terrible and you take to long to respond. very poor
IAN ASHW**** (14:08:52): it took you over 20 minutes to check this nonsense?
Oguz (14:09:22): If you have any further queries, please do not hesitate to contact us via live chat or email at [email protected]. Have a nice day!
Disputed Casino Noxwin Casino
Reason Bonus not given

Discussion

User name
Dear @fb_952774634779483,

Are you satisfied with the casino's answer? May we close this case and mark it as resolved? Please be advised that if you fail to respond within the given time frame we will consider this case as resolved.
User name
Hi fb_952774634779483

Please note that the promotion in questions gives the free spins reward exactly as stated in the term - 50 free spins for 100 EUR roll over.

You did cover the terms therefore you are entitled to the free spins. We checked your chat history and we spotted that there was a confusion with another player account. In any case this is not your mistake, the misunderstanding comes from our side.

As our support team already informed you, we credited the 50 free spins which you were supposed to receive + another 50 free spins as compensation for the misunderstanding.

Once again please accept our apology.

Best regards,
Noxwin Team
User name
Dear @fb_952774634779483,

Any updates regarding your complaint? Thank you.

Noxwin Casino Complaint Stats

Resolved 23 / 40
Avg. Amount $1,052
Avg. Complaint Duration 6 days
Avg. Response Time 3 days

Screenshot

Noxwin Casino Complaints

See all complaints for this casino
Declined payment followed by delayed payment again
I have on NoxWin account 509.5 usd.Account is verified and I did not take bonus. I asked for withdrawal 400 usd to ecoPayz system 25/03/2018 but after a month 25/04/2018 I found my withdrawal canceled and funds transfered back to NoxWin balance. I contacted several times with support but they always told me that there is some undefinite problems and they working hard to fix them.Also now I haven't in Withdrawal History any withdrawals,but before it I see all withdrawals canceled and pending (and have a screensave with balance and transactions). 26/04/2018 I have made a new withdrawal request for all balance 509.47 usd and it is still not processed.
Status unsolved Unresolved
$509
Having issues with £1,000 payment
Hello i'm having some issues with noxwin. First off all their livechat doesn't work for me because the agent always close my chat when i will try. I already send my docs 7 days ago and they don't answer about it and it is impossible to make the withdrawl from my account that is 1000 gbp. Hope someone can help me. Thx
Status unsolved Unresolved
£1,000
Seriously delaying payments
My case started on April,I made withdraw 1050( not see on scren) I waited over 1 month ...I cancelled and placed ,some bets..I won over 9k Pln....I made withdraw again...I wrote to support "When will be witdrawal processed"? All time the same answered;We have forwarded your request to the relevant department. When we will receive any updates, we will inform you via-email. 8 MAY - support cancelled my withdraw and requested me to initiate in parts..I agreed some withdraw in 1k pln ..so 12/052018 I made first part 1000 pln and stil waiting.. I didnt take any bonuses,free spins etc..Earlier I withdrawn ,account is verifed... Can you help me?
Status unsolved Unresolved
zł1,000
Delaying small €150 payment for over a month now
This is "only" regarding a small sum of €150 but Noxwin is delaying my withdrawal for over a month now. On the 19th of April i've send in my passport etc. These were verified on the 24th of April. From here till the 10th of may I've send numerous emails why my withdrawal was taking so long. Only on the 10th of May(!) I got a message that I had to turnover my initial deposit atleast once. I did this, the same day even and contacted them again to follow up with the withdrawal. From then till now all my emails get the same reaction: "Hi, We have forwarded your request to the relevant department. When we will receive any updates, we will inform you via-email. Regards, Noxwin" I'm getting a bit desperate I won't see my money again.. I need Noxwin to explain themselves here. This is not acceptable. I need you to follow with the withdrawal asap!
Status unsolved Unresolved
€150
Denies to pay the rest of my winnings
I have been waiting for my win since the beginning of the year. So, I won 2 150 EUR with the monthly bonus. I had my account verified, everything seemed alright. I contacted the chat a couple of times, always got the same recommendation - to wait for some kind of confirmation from the financial department. Then i splitted my withdrawal after the conversation I had with the chat. I received 1000 EUR but that was it. I wrote a few times to the casino, but all i get from the casino is to wait for the info from the financial department. Anyway, this is going a long time and nothing seems to work...
Status unsolved Unresolved
€1,150
Unjustified confiscation & Delayed refund
In April 2018, Noxwin took more than $ 3,000 from my account. In the chat-correspondence operator called the reason supposedly "multi-account." I only had one account. Out of $ 3,000, 640 remained on the account, the rest of the money simply disappeared. In the chat they told me to order the remaining 640 dollars for payment. To my question, why exactly 640, they answered that it was my deposit. Deposits I made more than 2000 dollars (there are extracts from Skrill). In general, on the face of obvious cheating from Noxwin. In addition, even these 640 dollars, they still did not withdraw (a month passed). Now my account is blocked.
Status unsolved Unresolved
$640
Payment delayed for over a month, no response
I am stil waiting for payment after now 30+ days. On March 27th I requested a withdrawal for 453,1 EUR. After about 7-10 days I contacted support (via chat) if something was wrong. They simply respond with "your request is being escalated to the finance department", etc. I wrote several emails to "email support" - no answer.
Status unsolved Unresolved
€453
Not receiving my money, waiting over a month now
After going through the ID check verificating all documents (that took very long) I finally got my account verified. So i tried to withdraw my 100 euro. The funny thing is that I did not even use it on the casino or sportsbook because they removed their sportsbook slightly after that I joined.... It is back now but I still want to check that the withdrawal work Before I insert more Money. Because I did a withdrawal imediately after ID verification and that was more than a month ago. Every time i Contact live chat they say that they can not do anything that it is their other department that has to do it and they got no Contact with them apprently..... very weird. I sit here waiting more than 4 weeks and starting to lose hope. maybe they are scammers,
Status unsolved Unresolved
€100
Payment is delayed beyond advertised payment time frames
I have requested a withdrawal of 82 euro on my Skrill account on April 18, 2018 and I have not yet received paid although it writes on your website a withdrawal time of 0-24 hours and on their website a payment within 1 hour. Make your withdrawals Faster! Jul 27 2017 02:13 Noxwin believes in fair gambling and that's why we just made our payouts faster than ever! Actually, we are so sure of our fast withdrawals that we are ready to compensate every player whose cash out takes more than 1 hour! For Sports betting fans - If a withdrawal is delayed with more than 1 hour, you will get 5 $ / € For the Casino lovers - In case your payouts exceed 1 hour we will credit you 20 Free Spins This Payment Policy applies only to withdrawals made by: Skrill, Neteller, Credit Card or any other E = wallet! Special Terms and Conditions of the Offer:   Only players who have successfully passed our verification procedure are eligible for the fast withdrawals! This applies only to withdrawals up to $ 1,000 / € The 1-hour option applies for withdrawal requests made between 08:00 - 20:00 CET every day. Only E-wallets and Credit Cards are eligible for fast withdrawals! Noxwin reserves the right to exclude players from the 1-hour withdrawal feature in case of fraudulent or abusing activity. What to do in case of delay? Just contact our Customer Support via live chat or email: [email protected]! After we check why the delay happened we will take the relevant actions! On a live chat, they tell me every day that the payment will be short but I do not get the money from them on my skrill account.
Status solved Resolved
€165
Withdrawal declined and balance confiscated due to unjustified accusations
Good morning, I am a customer from Noxwin and I am trying to withdraw money from my account for 3 weekes. First of all there are no bonuses involved! Now the history of my troubles March 25th: withdrawal request (#2633621197) for 1000.00 April 1st: withdrawal denied (2685623076) In a message I was told to withdraw in smaller amounts – what I did. April 4th: withdrawal request (#2716450779) for 300.00 April 10th: withdrawal denied (#2766212287) April 10th: correction down (#2766240314): -1779.71 followed by a message „multiple accounts“ I only have one noxwin account and never had more than this one!! So taking 1779.71 away from my account is absolutely illegal!! Contacting the chat or writing emails does not make any sense – the only answer: we will escalate your question to the department, or they are just ignoring me. And I never hear again from noxwin but denying my withdrawal or correcting down my account The amount of money in my account is 2379.71 which is a lot of money. Please help me te get my money to my skrill or bank account – if you have any questions or if you need more and detailed information, please let me know. Thank you very much. Regards < personal information removed >
Status unsolved Unresolved
€2,380
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