NextCasino - Closed my account, took winnings, but refused refunding my deposit

Hi,

This is not a valid complaint.

Askgamblers: please remove and close this thread. This is not ok.

AlwaysSomething: Please check with us (Nextcasino) first. Your withdrawal was processed 2 days ago just as you say. Your funds will arrive within a few bank days, just as all withdrawals do. Your account has been closed by our platform provider since they have indications of a possible gambling problem as evident by your actions (exclusion) on some other site but we do not and never have applied any confiscation of funds in these cases. Please withdraw this complaint. It is not an issue and never has been.

Regards,
NextCasino

Hello NextCasino.

I'm really sorry if I have caused offense, I'm just really confused right now. The email I received from EveryMatrix stated that any deposits or winnings will be forfeited. Are you saying that the withdrawal I made with NextCasino will be coming to me? The time line of what happened made it seem like EveryMatrix had to accept the withdrawal and at that stage it was when the flagged up a previous self exclusion. Can you confirm if EveryMatrix has to approve the withdrawal? As you can probably tell I'm really confused of the link between the two companies... I thought EveryMatrix was just a company that provides the software for the games, thus the name EveryMatrix software Ltd. If the withdrawal requested does indeed reach my bank I will of course will of course close this complaint instantly. Sorry once again if I have misunderstood the situation, but I'm sure you can understand when I had made a withdrawal of over £800 then receive an email from a company saying my winnings and deposit will be kept...

Hi,

Yes, we can confirm that the withdrawal was successfully approved and processed at 20:28 GMT on the 20th of November. Credit card withdrawals usually take 1-5 bank days to arrive so you can expect to receive the funds this upcoming week.

We will make sure that our platform provider stops sending these emails with wrongful information on our behalf and we are truly sorry and apologize that you ever got one in the first place.

Regards,
NextCasino

Hello,

Firstly I would like to thank NextCasino for their prompt reply to my complaint. As promised, the withdrawal has hit my bank today. I have nothing but respect for NextCasino for their handling of this situation. I am still very confused about the email I received from EveryMatrix and the connection between the two sites but I can safely say that when my self exclusion from JetBull ends I will be contacting NextCasino to rejoin their site.

Please consider this complaint closed (even though the problem seems to be with EveryMatrix and not NextCasino).

Thank you once again to NextCasino and to AskGamblers.

Based on player's last comment, we consider this case as resolved and it is now officially closed.