NextCasino Complaints

Doesn't respond to withdrawal requests

I have been waiting since Sep 2020 for a withdrawal of my funds from Next Casino. In December I asked why my funds have not been returned and was asked to provide proof of identification . Which I did and all documents were accepted. I have contacted Live Chat a number of times and sent multiple emails and still have not received my funds more than a month later, the month is now February. They just keep saying the relevant department will contact me when I ask about my withdrawal and now they are not even replying to my emails anymore.

Resolved

£116

Misleading and intentional harm

Hello

I made a 100€ deposit and noticed that the bonus shows me that i have to do 14000€ wagering ( i have 2 active bonuses at the same time - due to technical problems on the Diamond mine slot ). They checked this out and souggested to me that when i do the 7000€ wagering, i should inform the live chat and they will help me and delete the remaining wagering, so i can do the withdraw ( obviously ). Wagering stuck to the old bonus instead to a new one. So i finished wagering on the old bonus, that was long overdue. Basically when i did the required wagering, i had on my account 1269€. I stopped playing when i had 6870€ still to wager ( just like we agreed ). I didn`t want to play on so i wouldn`t do anything wrong. I immediatly informed the live chat and apparently naively believed that they knew what they were doing on the chat. Instead of deleting my wagering, they deleted my bonus and account balance. I could also do this myself if i wanted to clear the bonus. I`m not crazy??;) Why would i delete my account balance?? I ask you kindly for help. Please look at the mail they sent me and give me clear instructions on what to do. And how much wagering I still have to do. I also sent you pictures showing a notice of an unfinished game and what the slot looked like when an error accurred. I am also sending you proof of how much money I had in my account when I complete the wagering ( from 14000€ to 6870€ ).

Resolved

€6,870

Not honoring their own promotional offer

Got an email with an offer of 100 spins of any 5 slots which included elements,gonzo's quest,aloha,fruit shop and starburst.Made deposit and got nothing.Contacted support and they said they could add the spins on starburst only or add the deposit matchup.The whole reason to deposit was to play the 100 spins on elements which they didn't offer.This is the 2nd time this site had sent an email and also put on the website this offer which you cannot have.Its a total joke that they can't manually add the spins to the game you want and they should not be sending out offers they can't abide to..

Resolved

Delaying payment for too long now

So this complaint is pretty young at Nextcasino,but i have a feeling that its some kind of problem here, but to the history of mine. The first 2 withdraws using wiretransfear was fast no problem at all, but the third one a small one 240 euro i requested withdraw using wiretransfear got email the process is 3-5 weekdays as usual, 5 weekdays days past no email from them so i decided to upload documents on my self just to be sure, ID,Bill,bank with Iban nr and even me hold my id with my picture from camera. And now to the problem in my account it says"Still Proccesing" for 7 days far to long time according to me, but in chat there are lack of communication someone says "we have problem with all withdraws at the moment" other says you need to get verified etc, but they havent send me any mail at all except the first one according withdraw or that i need to send in documents. They say they cant refund to account since it allready sent to the bank, and there financial department cant do anything, the last one smells, but i no this casino is legit, i write here just to hope to get some reaction from Nextcasino since the chat have no clue why so long time and just give me different storys No hard feelings NextCasino just give me a explenation then you are going to send the money from your financial department, even i no that "still procesing" means you havent sent it yet to any bank even if your chat says so. And you must work with your "C.A.R.E" and send email so player no what happenings with there problems. Peace and love nextcasino

Resolved

€240

Blocked my account with $500 with no explanation

my account was created and i deposit 11 days ago on Nextcasino, after that time i made one successfull withdraw on 08/04, after trying to login again after some time, my account was blocked with a remaining balance of $500, i tried to contact Nextcasino support on 13/04, but they didnt reply my message after 2 days, the message that is given is The login failed. Your user account is blocked. If you are a self excluded user you can contact support for withdrawing money

Resolved

$500

Payment declined two times and delayed for three weeks

Just recent ive won $2,500 about 3weeks ago on NextCasino ...so i decided to make a withdraw , before this ive had 2 withdrawal that ive made and thinking this time wont be much of a hassel . But the casino has gave me a hard time on trusting them and there words, first week of waiting for the money to go through i have a supporters name Richard telling me my money went through and just waiting on hearing from me when the money gone through to my account . The end of the week witch is Friday i someone get an email saying my money has been reverse and so i went on my account its true what they said . i dont know why they do this but the same thing happen for the 2nd and this is the third week . they keep telling me that my money is through and it will take up to 3-5 working days or 2-4 workig days for the money to go through , they keep reversing my money back to my account when i never ask to and they will tell me that there has been an error . im very angry and frustrated , this is the third week now and i dont know whats gonna happen until friday i will hear from them. Usually they will wait until friday and they will tell me the problems why i haven got the money or why the money been reverse back. its really unfair and very unprofessional, i never cheats or use fake money to play . Each dollars i spend are my hard working money and i happen to win some back and already ive got hard time just recieving those money. its onli $2500 what if the amount is larger. Can u pls help me with this .. Im really worried that they wont pay me . Its been dragging too long now and ive got a really bad feeling

Resolved

$2,500

Will not pay and will not tell me why

19 January 2017 I order a withdrawal from NextCasino. 25 January I ask about my withdtawal. They ask docs. I sent it on the same day. 30 January I got my account was blocked. NextCasino said: "Your account is locked and part of a fraud investigation by our payments and platform provider.", but they don't give me any timeframe and also add "No further correspondence will be entered into while the investigation is ongoing.". Now (22 February) I don't received any email from NextCasino.

Rejected

Delayed verification and payment of winnings

I was hoping that I would not have to write this complaint but Nextcasino are stalling the process of verification to the max and they take forever to reply, if even replying at all. After reading the terms of Nextcasino´s welcome-deposit-offer of 125% I decided that it looked like a decent deal. I opened an account and deposited 2000sek. I played a few different slots with bets ranging from 30sek to 50 sek and when I was done wagering the 100 000sek after many hours of fun I had run up the account to about 29 000sek and I could not have been happier. At this time I requested a withdrawal of 22 000sek and I was asked to verify my identity. I sent in copies of my driver´s license and a recent utility bill and everything was still great. When I (on 12/1) tried to log in to see if the withdrawal was processed I got a message that my account was blocked. I contacted support and they sent a new mail in which they asked for further verification documents: “Dear Customer, Your account has triggered a security alert in our system and was frozen by our payments provider. As security (for both us and our customers) is a high priority of ours, we require you to verify your account by sending us certain required documents. Your account will be frozen during the time of this verification. Please send us the following information in an email: 1. A scan or digital photo of your passport personal details page OR a scan of National ID card/drivers license (back and front). 2. A scan or digital photo of a recent utility bill (electricity, phone, or alike) not older than 60 days. 3. A close up photo where you hold your ID/passport next to your face. 4. Furthermore, we also require you to send us notarized copies of certain documents to our platform and payments provider's physical address: Please mail a notarized copy of your ID/Passport and a notarized copy of a bank statement (your name, your address, account number and the date needs to be present, no older than 60 days) to: Everymatrix, Nouveau Center, 4th Floor, Lipscani 102 Street, Sector 3, 030039 Bucharest, Romania We will need full contact details of the notary used so that we can confirm the authenticity of the documents we have received. This means you will have to bring your bank statement and ID/Passport to the notary to have them notarized the authenticity of the documents and also verified that you are indeed the person stated in the documents. Account security and fraud prevention is highly important to us and we hope you appreciate our efforts to keep our site and customers secure. Failure to comply with the above requests will result in the deposit being returned to its origin and the account permanently closed. We thank you for your cooperation in this matter. Kind regards, Mark NextCasino Security” I complied to everything and sent notarized documents with express DHL to Everymatrix in Bucharest. These documents were delivered and signed for two weeks ago on Wednesday 18/1. It is a costly process notarizing documents and sending them to a physical address in Romania and you could at least expect updates regarding the matter. No other Casino have ever asked me of something similar and now they are also stalling the process with the argument that: “Please note that a verification like this is not instant. Your documents are being reviewed by our platform provider and they wll finalize this as soon as they can. Regards, Mark NextCasino Support” Nextcasino have turned a happy moment into an upsetting process. I have read similar complaints and I am obvioiusly not the first customer to be treated like this. I hope that Askgamblers can help me out in this matter. This is unacceptable behaviour from a well known Casino like Nextcasino. /JD

Resolved

kr22,000

Account blocked with no explanation

Hello! I didnt think that i had to post this complaint here but after almost 1 week i of waitng i had to. The 23rd of Nov i opened an account at Next Casino to get the nice 150% welcomebonus. I start to play some rounds of 50 sek bets and after a while i boost my account from 5000 to about 12000. I continues to play with bets of 30 sek to 50 until my wagering was done and i had about 22000 sek in winnings when i was done. I requested a withdrawal back to my bank via trustly. Then after a while i get this email that says my money has sent back to my account again. Hej Rickard, Ditt uttag har satts tillbaka den ‘24/11/2016 11:21:58". Summan har återförts till ditt spelkonto. Kontakta support om du behöver mer hjälp angående denna transaktion. Transaction ID: 3420783519Transaction Date: 23/11/2016 22:01:08 Summa: 22414.00 SEK. Hälsningar, NextCasino.coms team I emailed Nextcasino and asked why they did that and then tried to log in to my account but now it says that my account is blocked for login. And i get this asnwer Hi, Your account is currently frozen and under investigation by our security department. Regards, Mark After that i sent a couple of email asking why its blocked and how they can do like this, but without any answers . So now 4 days after the eamil that told me my account was blocked i post this here beacuse its feels like < snip > to deposit on a casino play exacly by their rules and then just get blocked and dont get any anwers why. I really hope that u can help me and im exited to see what Next Casino have to say about this. Rickard

Resolved

kr22,414

Bonus winnings unfairly withheld

I signed up with Next Casino and received their Welcome Bonus. I completed the playthrough of the wagering requirements fully. A number of days after I tried to withdraw my winnings, the casino contacted me to say that I had breached one of their terms. I did not. This is the term in question - 10. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. Players doing so agree to have their bonus and associated winnings declared void. I have emailed Next Casino and asked them to explain exactly how and when I breached this condition but they have not replied. I am absolutely certain that I did not break this rule. I completed almost all of my wagering on one slot machine. I did not save up a bonus round to complete when the wagering requirement had been completed. I followed the rules properly and my winnings should not be withheld.

Resolved

£3,000

Withdrawal being unjustly withheld

I played and withdrew £300 from next casino on Friday 2nd sept. I emailed them to freeze my account for a week as soon as I had withdrew (because it's too easy to roll back the winnings these days!)

I received an email from Every Matrix saying

Account

My Profile

Preferences

Change Password

Logout

Click Here for Live Chat

Live Chat Software by Kayako

SEARCH

View Ticket: #EXC-101-63649

Self exclusion notification

Created: 03 September 2016 02:29 AM Updated: 05 September 2016 11:03 AM

Overall Satisfaction

1

2

3

4

5

DEPARTMENT

[ Private ]

OWNER

Andrei Dinescu

TYPE

[ Private ]

STATUS

In Progress

PRIORITY

Medium

Add Reply

*************@yahoo.co.u...

User

Posted on: 05 September 2016 11:03 AM

Can someone please reply?

[email protected]...

User

Posted on: 05 September 2016 10:18 AM

Can someone please reply before I have to escalate this?

*********@yahoo.co.u...

User

Posted on: 03 September 2016 09:19 AM

I've tried to email but the email address doesn't work. Also I haven't tried to re open any accounts since my last withdrawal from next casino so why has this deposit been held up?

*******@yahoo.co.u...

User

Posted on: 03 September 2016 05:04 AM

Please explain why my withdrawal with next casino was rejected? I haven't attempted to open any accounts since my last withdrawal with them?

Andrei Dinescu

Staff

Posted on: 03 September 2016 02:29 AM

Dear Edward,

You recently attempted to register an account with NextCasino.com. However, as you have previously used the self-exclusion option from other sites managed and operated by EveryMatrix and have not taken positive action to reopen these accounts, we are due to UK regulations not permitted to let you gamble with us.

Nevertheless, your initial self-exclusion has ended and therefore it is possible to reopen your gaming account/s should you wish to do so, yet this does require specific positive action to be taken by you.

Therefore if you wish to reopen any of your accounts, you can do so by contacting us directly via [email protected] specifying this wish. Note that EveryMatrix will impose a 24 hours cooling-off period before the account/s again become active. Kindly visit the Terms and Conditions for more information about how we treat self-exclusion.

I found this strange as I had been playing at next casino for a while now, and withdrew money with no problems the previous week!

Emailed next casino who said it would be dealt with directly by every matrix but not heard a peep from them. If I am self excluded from other sites under their name I was completely unaware. And if I was, why did they let me play, deposit and withdraw from next casino with no problems? As soon as you win any sort of decent money casinos make it so hard to claim what is yours.

Next casino have been completely unhelpful with this and every matrix have been silent. I would just like my winnings refunded please!

Resolved

£300

Misleading currency issue with Ezugi Live Roulette

Hello, I doubt if this casino deservs such a hihg rating. I am a new player. After registration I used 1st deposit bonus then I cancelled it and made deposit PLN400 (this is the currency I chose while registration). I played Live Roulette (Evolution, Immersive, Auto) and won total 800PLN. Those live roulette table are very fair and transparent: you see the balance in your currency and have detailed history of playing (see: attached file no. 1). Then I opened Live "Roulette B" (maybe "A" - I'm not sure - NextCasino didn't give me any details about this bet only general info - Attached fiile No.2). This Live Roulette "B" seems to be quite different from Evolution or NetEnt or Playtech - looks like an Asian one. I placed a bet 100PLN on a column and didn't win but noticed that I had been charged not PLN100 but PLN517.32 (GBP100). Attached file no. 3 shows that in this live casino room there is no information what currency you play. Moreover I could not find any history record of my bet in this casino room. This is a very tricky and unacceptable way of cheating players who are not aware that whatever currency they registered in this casino (PLN, RUB, NOK, EUR, USD etc.) they will finally be charged in GBP and may loose a lot of money. My intention was to place 100PLN and without my permition they charged me 100GBP. I lost PLN417,32 and hope that you will help me get the money back (difference between PLN100 and GBP100). So far NexCasino hasn't reply my complaint. They just told me to check the bets history record and keep in mind the time difference GMT and CEST. Regards, Mariusz

Resolved

zł417

Guns N Roses win not credited

I was Playing guns & roses slot on nextcasino.com when i gott in to freepsins mode and won 1600 coins. At 0.50 bet per line its 800 SEK i won. These credits were never credited on my account. The game just kept on going as nothing has happened. I have contacted their support and they are not really helpful I tell them to check the logs and give me my money back but their response is: *we sent this to the right department and are waiting for them to have a look at it.* This sould ba a priority case since no casinos wants their site to steal money from cosumers. Live support is less than helpful. The reason Im posting here is that yesterday the same thing happened in gonzos quest on nexcasino.com and that has not been resolved either. They keep telling me to clear my cookies and cache even tho the problem is clearly somewhere between them and netent. thanks.

Resolved

kr1,500

Refused refund after self

I opened an account with next casino using all my correct details. I deposited £100 and was allowed to play for nearly an hour before my account was blocked and I was told I had self excluded from one of their other sites. I did not know this so emailed their support team to request a refund of my deposits. I have received two rather impolite emails back and they refuse to let a manager review the case

Rejected

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

Hey everyone, I'm currently in tears so I'll try explain as well as possible. Over the last few years I've opened loads of accounts on different sites, never got addicted as I have a couple of goes then just self exclude so I can't become addicted. I recently saw Next Casino and knew I've never registered on their site or thier sister site so signed up. Deposited £300 and got my total to £803 which I withdrew. Saw the total was in my pending withdrawals bit and left it. Logged on today and it had disappeared, couldn't find it on any transactions so I emailed and was told the withdrawal was processed yesterday. 3 hours later I get an email from EveryMatrix saying my account has been suspended because I self excluded from JetBull a few years ago. I had no idea these companies were even together. I'm utterly heartbroken as it seems although Next Casino said my withdrawal was processed the email I got said any deposits and winnings will be kept. I've looked everywhere and still can't find anywhere that says JetBull is a sister site of Next Casino. Please someone help me, I can't afford to lose that money, if I would have known I simply wouldn't have signed up. I always double check sister sites to make sure I'm not breaking any self exclusions.

Resolved

£803

Account blocked and winnings void when made withdrawal request

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!!

Resolved

$2,500

Not a responsible gambling operator

I requested to set a deposit limit of £500 per month on my account, i got email conformation that this had been done, at the time i thought i'd try to make a deposit to make sure the limit had indeed been set, and yes it had, i got a message on screen regarding my deposit limit when i tried to submit the payment, great! the deposit limit is working :) but a couple of days later, i attempted to make 2 deposits, in total £500 and i was allowed to make the deposits, This should not have happened, im wanting to get my deposited funds refunded due to a failure on the casino's part, that deposit limit was set to protect me from spending beyond my means, and it failed me. I've tried emailing in but not had much of a response yet. I look forward to hearing from someone soon

Resolved

£500

Casino refuse to refund my deposits

I opened an account with Next Casino after self excluding from several accounts that are also brands of Every Matrix. Firstly I'm unsure why there is not a system in place to prevent customers from doing this. Secondly, I do not understand why they allowed me to make a number of deposits when apparently if you open an account after you have previously self excluded from an Every Matrix account, the account should be terminated and refunded. Also, Next Casino has exactly the same registration number as Guts Casino and Casino Floor, both of which I am excluded from.

Resolved

Blocked my account

So here we go ... i deposited 20 euros on next casino using my mothers credit card, i CAREFULLY readed the terms and rules before i did this too check out that this was allowed and i couldnt find any text about this not being allowed.

Then i got lucky enough too win up too 700 euros which i gladely withdrawed.

And now when i send in all documents they have blocked my account.

This guys is just searching for a reason not too pay you really discusting behavor.

This money is ALOOOOT for me and its nothing for them. They are just cheap.

But i hope that we can resolve this and they can call my mother or get here approval of me using her card any day anjy time. Hope that this will be resolved as quick as possibile.

/ Max

Resolved

€700

NextCasino Complaint Stats