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Noxwin Casino - Forfeiting bonus on bogus grounds

posted on November 14, 2015.

I made a deposit of 20 euro and received a bonus of 10 euro (50%). I played around 200 euro (turnover requirement was 350 euro) and was lucky and soon had 450 euro. I had 160 euro left to turnover before bonus was released. I then opened Jester Lucky Nudge and continued to play within the maximum bet rules, 6 euro/0.5 eur per line by staking only 2 euro. 2 times within Jester machine I won on the first row and could make a "superbet" (within the machine and not from balance, it is how the machine works). The superbet is from winning in the first row and then you are allowed to play on the second row which is minimum 10 eur. I did this 2 times without winning anything. Total win from Jester Lucky Nudge was 0. Still Noxwin claim that i broke the rules by staking too high. This is not true. The stake was 2 euro, the superbet is within that 2 euro round and not a bet from bonus balance. Same way as freespins often have a gearing of x3. The terms concerns how much I can stake on a single bet. I stayed well within limits.

posted on November 20, 2015.

Dear @Annika51,

Are there any updates regarding your complaint? Thank you.

posted on November 21, 2015.

I got another e-mail as per below. Noxwin says that because their system say I made a bet of 10 EUR it is nothing they can do. I then wonder who set up the system? So to sum up Noxwin has a system that erases your whole balance if you go against any conditions set in the system (even if these do not match what is stated in the casinos T&C's). If your balance is erased and you do not understand why Noxwin is going to say "Sorry, its the system. Nothing we can do about it. Maybe you made a mistake". I also wonder why, if they have a system that can erase your balance if you make a certain bet, why does this system not warn you before or stop you then? It is obvious that the purpose of this set-up is just to scam customers. I had a balance of 440 EUR with a turnover requirement left of 150 EUR, why would I make a bet that is against the rules and lose my whole balance?

I would also like to warn other players of this casino because in addition to their suspect behavior as described above they also have a paragraph in their T&C's saying "15. In the event of dispute, Noxwin Management decisions are final." So you are completely lawless. They can do anything they want. BEWARE casino players, BEWARE! Noxwin are scammers.

posted on January 26, 2016.

The case has been reopened upon the casino's request and we would like to give it one more chance for a successful resolution.

posted on January 26, 2016.

Hi Annika51,

We are sorry for the problems which you experienced with the bonus funds.
Please note however that you did break our rule:

4. In the interest of fair gaming and prevention of bonus abuse there is a maximum allowed stake per bet until the wagering requirement has been met. The maximum stake per spin is €6 and €0.5 per bet line. If the player’s account is in a different currency the equivalent amount in that currency applies. Calculate your currency equivalent here.

Still for reaching a resolution for this case, we are willing to add back the full bonus amount of 20 EUR to your player account and you can use it at your convenience.

Best regards,

posted on January 30, 2016.

Dear @Annika51,

Are you satisfied with casino offer, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.