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Noxwin Casino - Account blocked for no reason

sonofkung Spain
posted on July 23, 2015.

I signed up today, deposited 65euros and claimed the welcome bonus.. first time I've ever heard of the casino

deposit went fine, half an hour later was enjoying the games (was even ahead about 30 euros !), and then a popup came up "your account is blocked"

no live chat

no telephone number

companies like playmillion who always have a friendly voice on the line 24 hours a day, and contact you if they think there may be a problem arising really make noxwin look like a bunch of cowboy jokers

not happy

sonofkung Spain
posted on December 2, 2013.

here's the email thread so far :

:: THEM (a few hours after freezing the account)

We regret to inform that your Noxwin account has been inactivated by our

Security Team for the verification. In order for us to reopen the account in

question please fill out attached form and send scanned copies of the

following documents:

1). Government-issued identification document (passport, ID card, etc.)

2). Recent utility bill with address on it (not older than 3 months).

3). Copies of all credit cards used at the site (both front and back side)

4). Fill out and sign attached form.

Please send all documents in color.

:: ME


really very poor customer service, perhaps you should get this stuff in place before accepting money ?

not even signing with a real name


here's the docs

any idea on timescales for you to be so kind as to give me access to my money ?

many thanks




Since there is a mismatch of card issuing country and residence. We would like to require further explanation of why you are using a card issued in foreign country. Please kindly request it.

:: ME

I'm from England but my wife is Spanish and it's nicer here

I do most of my business in England which is why I bank there



Hello !

Thank you for sending the needed explanation.

Please be advised that we still need from you to send the attached card verification form completed with relevant handwritten information for his registered card ending in 0523 as well as a bank statement showing your mastercard deposits into your gaming account.

Thank you in advance for your understanding.





:: ME

Ahh, tell you what, just give me my money back, you take the winnings.

It's suspicious how you had no problem with a lack of data when depositing, only when I started winning do you start with making me jump through.

This isn't going to look good for you on the internet



So, did you make the refund on the to my card or are you just stealing it ?

--more tumbleweed

posted on July 10, 2015.

This complaint has been reopened as per Noxwin Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Dear @sonofkung,

We have been informed by the casino management that your account was verified and reopen. Please confirm.

posted on July 13, 2015.

Dear @sonofkung,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

sonofkung Spain
posted on July 14, 2015.

I'm not sure why they re-opened it. They didn't contact me at all. My account is not functional. It's months since my my complaint. Not sure what I can add to that. Fascist complaints department.

I'll just forget about this casino.

posted on July 18, 2015.

Hi sonofkung,

Thank you for feedback. Please note that indeed your account was reactivated long time ago, although we never received the exact document for verification from you.

So currently your account is still active, there is another update for your case however. We see that you are registered from Spain - please note that due to the last legal changes in this country, we no longer accept Spanish players. You can still login, but you cannot play at any of our gambling products, you have only the option to withdraw any funds which you may have left (in your case there are no funds remaining into your account).

Please note, this is restriction is not only for your account, it applies for all Spanish players, based on the latest directive from the gambling commission of Spain.

Best regards,
Noxwin Team

sonofkung Spain
posted on July 19, 2015.

what a wonderful resolution, thanks

posted on July 23, 2015.

Based on evidence from casino management player's account was reopened in the time of dispute. We consider this complaint resolved and closed.

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