Complaint #16 Betnox Casino

Pokernox Casino - Delayed withdrawal, no responds on update requests

By Daniel A.

6 years ago

Hello, i won 2018€ and made a withdrawal request on 12.01.2020. I uploaded my documents for verification right away but didn't receive any answer for 2 weeks. After i contacted the live chat support, i was told to send my documents by email, so i did. Since then, the support team didn't answer. Everytime i am asking the live chat support for an update, i was told to wait for response by email but nothing ever happens. Please help me to get my money, dear askgamblers team. Thank you.

Disputed Casino Betnox Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Pokernox Casino management in regards of this complaint to confirm that casino acted in compliance with Terms & Conditions.

With active Bonus following games are strictly forbidden to play. Jackpot games, Table Games, Video Poker, Live Casino and the following slot games: Ankh Of Anubis, Aztec Gold Megaways, Beautiful Bones, Big Bad Wolf, Blood Suckers, Blood Suckers 2, Book of Dead, Buffalo Rising Megaways, Carnaval Forever, Castle Builder, Castle Builder 2, Champions of Rome, Chilipop, Colossus Fruits, Cool Buck, Cops'n'Robbers, Da Vinci's Treasure, Dark Vortex, Dazzle Me, Dead or Alive, Dead or Alive 2, Demi Gods 3, Doom of Egypt, Dragons Fire Megaways, Dr. Jekyll & Mr. Hyde, Dwarfs Gone Wild, Eggomatic, Faerie Spells, Fat Rabbit, Fat Santa, Fishing Frenzy Megaways, Gemix, Genie Jackpot Megaways, Gods of Olympia Megaways, Gold Rush, Guns n Roses, Gypsy Rose, Hansel and Gretel, Honey Rush, Hot Spin, Immortal Romance, Jack Hammer, Jack Hammer 2, Jingle Spin, Jungle Spirit, Koi Princess, Legacy of Dead, Legacy of Egypt, Legacy of Ra Megaways,Lost Relics, Lucky Angler, Madame Destiny, Max Quest: Wrath of Ra, Mega Moolah, Money Train, Moon Princess, Motorhead, Nights of Egypt, Pearls of India, Peek-a-boo, Peking Luck, Pimped, Pirate Kingdom Megaways, Queen of Gold, Reactoonz, Return of Kong Megaways, Rich Wilde and the Tome of Madness, Rise Of Dead, Rise Of Merlin, Rise Of Olympus, Robin Hood - Shifting Riches, Safari Gold Megaways, Santa's Village, Scrooge, Secret of the Stones, Simsalabim, Spinal Tap, Stardust, Story of Hercules, SugarPop, SugarPop 2, Sweet Alchemy, Sweet Bonanza, Temple of Treasures Megaways, The Dog House, The Golden Owl of Athena, The Ninja, The Sword And The Grail, The Twisted Circus, The Wish Master, Tower Quest, Turn our Fortune, Twin Spin, Valletta Megaways, Vampire: The Masquerade - Las Vegas, Victorious, Viking Unleashed Megaways, Vikings, Who Wants to be a Millionaire, Wolf Legend Megaways, Yak Yeti and Roll, Wild Swarm Zombies. In case of breach of this term, the bonus and all winnings generated from the bonus will be forfeited.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Betnox Casino

• Representative

6 years ago

Dear ONENESS,

First we would like to aplogize for the delay in response. Your winnings haven't been paid due to violations of bonus terms and conditions. All of the games you've been playing with an active bonus ( Guns n Roses, Gypsy Rose, Rich Wilde and the Tome of Madness, Rise Of Merlin, Sweet Bonanza ) are on the list of prohibited games and are not allowed to be played with any bonus. Also all of your winnings are related to bets in prohibited games and therefore all winnings have been voided as stated in bonus terms and conditions.

Best regards,

Pokernox Team

AskGamblers

• Support Team

6 years ago

This complaint has been reopened as per Pokernox 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.

AskGamblers

• Support Team

6 years ago

This complaint has been reopened as per submitter's 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.

Betnox Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $1,515

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Betnox Casino Complaints

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Pokernox Casino - Freezing account and ignoring my emails about the payment of 4000 euros

I registered for Pokernox at the 27 October. made a deposit 200 euros. Won about 4000 euros playing slots. I've requested a withdrawal of the winning funds. I've been asked for a package of documents to verify my identity. I immediately uploaded all the necessary documents. And tried to put the money on the withdrawal again. I didn't get any reactions from the support team. And after 2 days, I wrote a letter asking them about my withdrawal my funds. There's been no reaction from the support team for a week. I have not received a single response letter. A week later, my withdrawal was cancelled. 8th November I wrote to support team again about my canceled withdrawal. Again, I haven't gotten any answers. Six days ago, I tried to login into my PokerNox account. but it wasn't a good try. I saw the message: "Your account is frozen for 30 more days." I wrote to support again, but I still haven't received any response from them.
I also attach screenshots where you can see that my account is frozen. And where you can see that my emails have gone unanswered. I sent two emails asking about my account. And I sent another email using the form on the PokerNox website. All the emails that came from PokerNox are promotions. I'm also attaching screenshots of me chatting with a live chat room, where the support team says she's not competent to deal with my question.
I've carefully studied the rules of this site. I'm sure I haven't broken any rules. Askgamblers team help me to resolve my issues.

Resolved

€4,000

Pokernox Casino - Problem on payments

I have to write my first complaint with the hope that Pokernox will respond and somehow allow me to pay out my €100 prize.

I don't understand that Pokernox.com shows many options to the customer even though they are not really available to the customer. First of all the support is offered via live chat which does not exist. I have tried to contact you via the contact form several times. Since then more than a week has passed in which I have not received a single response.

Furthermore, there are different payment methods available to the customer. And here it comes to my actual problem. I tried with Neteller and Paysafecard to make a minimum deposit of 20,-€ to activate the withdrawal options. Both transactions could not be executed due to country restrictions. I don't have an Ecoaccount and don't have a credit card. So how do I withdraw my money???

I am willing to write several complaints, not only on askgambler.com, until they offer me a solution where I can get my money.

Greetings

Will - ---777---WILL

Resolved

€100