Everything is smooth sailing and topnotch right till I made my first withdrawal request.
As I have just received an email from Richard (my correspondent) at Next Casino saying that my gaming account has been permanently blocked due to the user providing fake documents. what the!!
I have joined Next Casino earlier this year, and have recently made my first withdrawal request of US$2500 on 21Aug2015(HKT). One day after, I received an email from Richard at Next Casino asking me to provide passport scan, utility bill scan, as well as my ecoaccount (my preferred payment method) login scan to comply with their licensing requirement. I have replied with all three documents and received an email from Richard at Next Casino again on 23Aug2015(HKT) confirming me that my gaming account is now verified. But on 24Aug2015(HKT), Richard at Next Casino sent me an email saying that my gaming account has been permanently blocked due to the user providing fake documents. And on the same day, there is this Mark, also from Next Casino Support, sent me an email that they will not discuss with me any further in this matter and I have to go to the MGA (Malta Gaming Association) if I have a problem with my account blocked permanently and winnings void.
Up till this moment, I still can't believe this is happening to me.
I deserve these winnings like anyone else who played on your site genuinely. You can't just blocked people's account under some lame assumption, and void their winnings, then pass the responsibility to another party to resolve the problem without any proof. No respect nor any transparency!!
Beschwerde-Info
This matter is already resolved.
/NextCasino
Account finally unblocked and verified. It's been a rollercoaster ride. Thank god it's over.
All in all, I have learned that the payment provider for Next Casino is EveryMatrix Ltd. and that they are the decision makers. Whenever you made a withdrawal request, EveryMatrix Ltd. will instruct Next Casino to run a KYC (Know Your Customer) security check on you. This involves requesting passport, utility bill, and withdrawal method account snapshot. However they might suspect your account to be suspected of fraud, your provided documents to be fake, and hence immediately blocked your account and void all winnings (including original deposit funds) at any point prematurely. EveryMatrix Ltd. has the final say and it's not up for discussion. To solve the dilemma, you will have to prove yourself innocent. You might also have to forward the case to MGA (Malta Gaming Authority) to have it resolved, since you are most likely to be told by Next Casino that they can't discuss further on your case. Be prepared that it might take as long as 21 working days for the MGA to get back to you. Going to EveryMatrix Ltd. is a deadend, as they will just forward you back to the operator without any meaningful reply.
If only EveryMatrix Ltd. could be more transparent to the public, players will definitely suffer less such dilemma due to some misunderstanding and/or misjudge. And also, enhance players' trust towards Next Casino as well.
Hi,
Just to be clear here; An account verification on our site will normally take a few hours up to ~24hs. In 99% of all cases there are no issues. In this case, there was a disrepancy between nationality and residency along with an error and misunderstanding with the utility bill. This triggered a security alert within the payments provider's system. We apologize for the inconvenience caused and we are glad that the matter could be resolved (within a few bank day) with the help from the player. We thank the player for his patience and assistance.
/NextCasino
AskGamblers
Based on player's last comment, we consider this case as resolved and it is now officially closed.
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