NextCasino - Bonus winnings unfairly withheld

Hi,

Our security team will look into your matter and respond to your email.

Regards,
NextCasino

I am waiting for a phone call from Next Casino.

The complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.

Hi,

Thanks. We apologize for the delay. Our security department will get on this as soon as possible.

Regards,
NextCasino

It has now been three weeks since I tried to withdraw funds from Next Casino. They have said in an email that I did not save up a bonus round. This from an email they sent me on 28th October.

"Hi,

Attached is your game history. First bet at the bottom. What triggered the alert is the bet marked in red at the bottom. A bet delayed 3 days until completed.

It does as this bet is not a bonus round or alike though so we will be able to disregard that.

Either way, we will have to carry out additional security checks on your account and may require additional documents for your account verification.

Can you please supply us with your phone number?"

I have now been waiting for over two weeks for a phone call. They will not give me a number to contact them on. It seems obvious to me that this is nothing to do with me breaking their bonus terms, and is just that they don't want to pay out my winnings.

Hi,

We have an obligation to take matters of security, for both us and our customers, seriously. We hope you appreciate that.

Our security department has now reopened your account.

This matter is now considered closed.

Regards,
NextCasino

My account was re-opened so I logged in and withdrew my winnings. Now when I try to log in, it says my account has been locked again.

While you may consider this matter closed, I would really like my winnings first.

Hi,

Your withdrawal has both been processed and received by yourself. As previously stated, this matter is now considered closed.

I'm afraid we cannot keep responding further in this thread.

/NextCasino

Dear @ptrmcgr,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that 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.