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Forfeiting bonus on bogus grounds


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.
Disputed Casino Noxwin Casino
Amount €450

Discussion

User name
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.
User name
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,
Lazar
User name
The case has been reopened upon the casino's request and we would like to give it one more chance for a successful resolution.
User name loyalty-level-2
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.
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Noxwin Casino Complaint Stats

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

Noxwin Casino Complaints

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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