Casino Complaint Next casino closed my account after I requested a withdrawal

bac

Dormant account
Hi,

(This is my first post, so go easy with me!)

I opened an account last night with Next Casino (from a banner on this site) and made some deposits.

I received bonuses, but used all of them up before depositing again.

I managed to get my balance up to £2,400 (I had deposited quite a bit to get this far - about £1K) so I decided to pay out.

This morning I get the usual request for documentation which I sent.

I then received a welcome 100 free spins which I played.

About an hour later, my account had been closed.

I contacted support by e-mail by replying to the earlier e-mail they sent me...

Me > How come my account is blocked? Will you still pay my winnings?
Reply > Hi,

it seems that you have self-excluded yourself from another enitity in our network. Under the rules of the UKGC we need to close your account here too. We have checked with the platform provider and will get back to you as soon as we get a reply.

Kind regards,
Mark


I didn't realise that I had excluded from another casino in the group.

I have been waiting for about 8 hours for a response, hopefully I will get one tomorrow, but I was wondering what could happen in this situation.

I can really only see one of three things happening:

1) They steal all of my deposits and don't pay me out anything. This would obviously be totally unacceptable

2) They pay back my original deposits. Again, this would not be acceptable because if I had lost, I wouldn't expect any of my money back.

3) Full payment of winnings - account still gets closed.

Has anyone else had this problem before?

Thanks,

-B
 

Casino2014man

Non-Gambler
If this is the case, they will almost certainly void your winnings, refund your deposits, and close the account permanently.

I am however reading these stories more and more often, and it is quite a worrying trend..
 

The Blue Anchor

Non-Gambler
it's an Everymatrix site. If you have excluded from another site under the same licence, then they will refund your deposit and that's that. You won't get your winnings.

What is concerning about Everymatrix sites is they they mostly only seem to do this when there is a withdrawal request - which is totally unacceptable.
 

bac

Dormant account
So option 2 then...

Hi,

Thanks for your replies, obviously anything is better than "the house takes all", so although I'd be disappoined to not get my winnings, at least I'll get my deposits back.

It is concerning that if I did not withdraw, they might not have batted an eye lid

I know that other casinos check for duplicate accounts or accounts within their "group" when you sign up (I know this because I used to be a software developer for a betting company / online casino) - it's hardly rocket science.

I'll post here how I get on...

Thanks again,

-B

(If I went to a land-based casino, self excluded for 6 months and went to another casino 'brand' in the same group 5 months later and won, would they be allowed to confiscate all my winnings or just give me back the money I staked??)
 

bac

Dormant account
Wasn't expecting this...

Just got a reply...

Hi,

Update:

3. Has been performed.

Kind regards,
Mark


Top recommendations for this group from me (even though I can't play there ever again...)
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
There have been a LOT of threads on this subject since UK gaming laws came into effect late last year - and it really stinks! :mad:

Here's just one of the threads from January: http://www.casinomeister.com/forums/showthread.php?t=65619

This is completely the WRONG way to go about this.
How hard can it be to have a data-base of all excluded player's names & addresses and block them at the moment of sign-up???
Come on! I'm not a programmer, but I'm sure even I could write something to do that simple task!
(You could even just put all the names on an Excel spreadsheet & use the search function!)

IMO this is totally out of order, and any casinos who pull this "stunt" without any warning in their T&Cs (which names ALL the "sister" casinos), do not deserve to be Accredited here.

KK
{Edit} OP posted the above while I was still typing - good result! :thumbsup:
 

incrediblestuff

SearchingForTheHolyGrail!
webmeister
CAG
Hi,

Thanks for your replies, obviously anything is better than "the house takes all", so although I'd be disappoined to not get my winnings, at least I'll get my deposits back.

It is concerning that if I did not withdraw, they might not have batted an eye lid
I don't think you have to worry about getting the deposits back, when this is the whole story. This is in my opinion one of the best places that opened it;s doors in the last decade.

P.M. the rep here Eric, who will most likely be able to speed things up or have some info for you as soon as possible,.


I know that other casinos check for duplicate accounts or accounts within their "group" when you sign up (I know this because I used to be a software developer for a betting company / online casino) - it's hardly rocket science.

I'll post here how I get on...

Thanks again,
There certainly are duplicate account checks, but this normally does not actively check for past exclusion, or signs of problem gambling, that check is very basic, and will only act to filter out name's emails and such, to prevent people from opening more than one account in the same Casino, not to stop them from registering in more then one casino of the same group.


(If I went to a land-based casino, self excluded for 6 months and went to another casino 'brand' in the same group 5 months later and won, would they be allowed to confiscate all my winnings or just give me back the money I staked??)

Can't speak for worldwide law, but if you would have here in Holland, then yes, you would not be allowed to enter the casino. Here you are not just allowed in, you "sign in" much like online, just without the password: Instead you use your pass-port:) y

You even pay an entry sometimes. When you would exclude yourself, then no longer will you be able to play anywhere throughout the country. Of course there are always shady places, where people still could go anonymously, but at least the official casino's work like that.

In regards to the bold printed sentence:

I do understand your pain, it's a huge bummer, especially since you didn't know, or so you said, that you were excluded in a sister...however, the casino has to comply with these regulations, as the U.K. seems very strict on responsible gambling, and @ you and a few other posters, it may seem that casinos follow a trend, and only at point of cashout, but the simple fact is that the UKGC has only recently activated this strict regime, and it's logical that casino's start their KYC checks, which are far more thorough then the aforementioned duplicate account checks, and those do actively seek for problem gambling signs etc.

Also note that these checks MUST be done, at the latest when a customer has withdrawn or deposited 2000 i believe, maybe 2500, anyway, this would cover your withdrawal.

The reason why casino's often wait with these checks, is also quite understandable, although not optimal for the customer..But, it's how things stand at the moment, and there's little more to say further.

EDIT:
As you see, Eric is a great guy, guess we both know that now:)
Great solution i.m.o., and i agree that it would be a pity if you weren't allowed to play there ever again: i am not yet familiar with the new UKGC policies to the letter, but if there is a way, then you may want to consider giving it a go.. maybe a written letter from a notary with a clinical statement of full metal health? :p just joking but you get what i mean> Anyway, good luck with your future gambling,
 

Captain Chaos

Senior Member
webby
MM
We are seeing this more and more and it is a concerning trend with Everymatrix casinos. There could be any number of reasons why a player has self excluded or closed an account with a casino. It doesn't immediately mean that the player has a gambling issue. As KK has said, how hard can it be to have a centralised database shared amongst all users of the casinos license? Record the reason(s) with it too.

It does seem strange that these issues are only being highlighted when a withdrawal seems to be requested. What if the player dropped £1k, didn't withdraw anything and just left the account as it is? It's unlikely, I know. But what if that happened? The casino has got the players money, even though there may be no intention of ever paying out in the event of winning. This is wrong. This should be being picked up when players sign up.

Where will this issue end though? Will it be just this? Or will they start saying that you have multiple accounts across various properties and are therefore banned too? I know that obviously isn't the case. But given these issues, it does make you wonder...
 

Jasminebed

Grumpy old gal
This law was meant to offer UK residents safe, licenced and regulated by UK law casinos to play at.

The responsible gambling section is meant to help players that have either small or larger issues. Even if someone chooses it because of gambling addiction, they currently are free to play at a casino WITH A DIFFERENT LICENCE. Even if a player is aware of what it means to self-exclude, how are they supposed to know that One licence covers 26 or whatever more properties.

I cannot even view the UK versions of sites and terms, do any of them list all properties in the terms and conditions by name?

Are there sections to explain what self exclusion means? In the FAQ. In the terms. Some places you can do it without contacting support, it is available within the casino. Are players sent an email even after self-exclusion listing these properties?

I believe the intention was good when these RG rules were in place.

I have read that there is a future plan to offer a centralized data base where a UK player can self-exclude from ALL casinos at once. This will be an excellent tool IMO.

Hopefully it will do a more thorough job of explaining what self exclusion means. Far too many players seem to use it instead of closing an account.
 

ellshot

Registered
Same problem but it's taking longer!

Hi everyone!

I came across this post a few days ago as I was searching the net for a solution to my problem, which is exactly like bac's problem. The difference is I attempted my withdrawal on Saturday just passed, complied with submitting all verification docs/info then got account closed and my UKash voucher refunded, have queried it and still have no solution.

I've pasted my email thread following the email I received that had my UKash voucher refunded.

Any ideas of what I should be aware of or do from any experienced people? Or should I leave it to them and give a certain amount of time before chasing an update again??

Any advice much appreciate thanks

----------------------------------------------------------------------------------------------------------------------------

NextCasino support <support@nextcasino.com> Mon, Jun 29, 2015 at 11:06 AM
To: elliasjafari17@googlemail.com
Hi Ellias,

Your payout for GBP 15.00 has been processed. Below are information regarding your voucher:

Ukash Voucher Number:
Ukash Voucher Amount:GBP 15.00
Ukash Voucher Use by date:
If you have any question regarding your voucher please do not hesitate to contact support@NextCasino.com.

Regards,
NextCasino.com team

Ellias Jafari <elliasjafari17@googlemail.com> Mon, Jun 29, 2015 at 7:11 PM
To: NextCasino support <support@nextcasino.com>
Hi

Please can you explain what has happened with my account?
I had 800GBP pending withdrawal but have now received this email and my account is blocked.
This is particularly disappointing because I had cooperated on a lengthy procedure to provide the details you had requested to process the withdrawal.

Kind regards
Ellias

[Quoted text hidden]
Support NextCasino <support@nextcasino.com> Mon, Jun 29, 2015 at 10:15 PM
To: Ellias Jafari <elliasjafari17@googlemail.com>
Hi Ellias,

Please let us check and get back to your on this matter.

Regards,
Mark

NextCasino Support
[Quoted text hidden]
Ellias Jafari <elliasjafari17@googlemail.com> Tue, Jun 30, 2015 at 1:09 AM
To: Support NextCasino <support@nextcasino.com>
Dear Mark

Thanks for this. I look forward to a speedy resolution. Please do not hesitate to request any further information if this will help to resolve matters.

Kind regards
Ellias
[Quoted text hidden]
Ellias Jafari <elliasjafari17@googlemail.com> Tue, Jun 30, 2015 at 6:34 PM
To: Support NextCasino <support@nextcasino.com>
Please may I request an update on this matter?
Many thanks
Ellias
[Quoted text hidden]
Support NextCasino <support@nextcasino.com> Tue, Jun 30, 2015 at 7:01 PM
To: Ellias Jafari <elliasjafari17@googlemail.com>
Hi Ellias,

We are still waiting to get some clearance regarding this. We use a technical platform and operate on the same license as a number of other casinos. It seems as though you have self-excluded yourself at one of these other casinos, which forced our platform provider to lock your account here too, as per UKGC rules.

We will update you when we get further information regarding this.

Thanks for your patience!

Kind regards,
Mark

NextCasino Support
[Quoted text hidden]
Ellias Jafari <elliasjafari17@googlemail.com> Wed, Jul 1, 2015 at 2:00 AM
To: Support NextCasino <support@nextcasino.com>
Hi Mark

Thanks for the update. I have indeed previously excluded myself from another online casino but I hope this does not affect my membership, or at least my withdrawal, at Next Casino. Having read your email I did a bit of research and found that others have had the same problem as a result of UKGC strict rules but that at Next Casino you did resolve the matter for them in every case I read about. I hope you can do the same for me, too, and I appreciate your efforts in this matter, Mark.

Kind regards
Ellias
[Quoted text hidden]
Support NextCasino <support@nextcasino.com> Wed, Jul 1, 2015 at 10:15 AM
To: Ellias Jafari <elliasjafari17@googlemail.com>
Hi,

Yes, we will try to resolve it but please give us some time for this. It is unfortunately holiday season and we need to get a hold of the right person to handle this.

Thanks for your patience!

Kind regards,
Mark

NextCasino Support
[Quoted text hidden]
Ellias Jafari <elliasjafari17@googlemail.com> Wed, Jul 1, 2015 at 8:21 PM
To: Support NextCasino <support@nextcasino.com>
Thanks Mark

I will not use the returned UKash voucher in the meantime and look
forward to an update as and when it comes.

Kind regards
Ellias
 

Harry_BKK

Meister Member
CAG
mm1
Hi everyone!

I came across this post a few days ago as I was searching the net for a solution to my problem, which is exactly like bac's problem. The difference is I attempted my withdrawal on Saturday just passed, complied with submitting all verification docs/info then got account closed and my UKash voucher refunded, have queried it and still have no solution.

I've pasted my email thread following the email I received that had my UKash voucher refunded.

Any ideas of what I should be aware of or do from any experienced people? Or should I leave it to them and give a certain amount of time before chasing an update again??

Any advice much appreciate thanks
You can either wait for an answer from support or PM Eric, he always helps: http://www.casinomeister.com/forums/member.php?u=34773
 

Casinomeister

Forum Cheermeister
Staff member
@ bac

Why did you self-exclude? Was it for a gambling problem or were just quitting the casino. When you self exclude - that's it. You should not be gambling.

...
This is completely the WRONG way to go about this.
How hard can it be to have a data-base of all excluded player's names & addresses and block them at the moment of sign-up???
Come on! I'm not a programmer, but I'm sure even I could write something to do that simple task!
(You could even just put all the names on an Excel spreadsheet & use the search function!)...
I disagree. Accounts aren't checked until they cash out for a number of reasons. Many players use different email addresses, etc., when signing up - and it's when the account is audited during cash outs when they get caught. If someone self excludes they should not be playing. In my opinion, they are lucky to get their deposits back. In Vegas they'd be booted from the casino with an empty wallet.

And yes, it is a worrying trend. Players need to be true to themselves and not expect other people to babysit their activities.
 

Harry_BKK

Meister Member
CAG
mm1
@ bac

Why did you self-exclude? Was it for a gambling problem or were just quitting the casino. When you self exclude - that's it. You should not be gambling.



I disagree. Accounts aren't checked until they cash out for a number of reasons. Many players use different email addresses, etc., when signing up - and it's when the account is audited during cash outs when they get caught. If someone self excludes they should not be playing. In my opinion, they are lucky to get their deposits back. In Vegas they'd be booted from the casino with an empty wallet.

And yes, it is a worrying trend. Players need to be true to themselves and not expect other people to babysit their activities.
I agree with you Bryan. Casinos should do their part, but also players should be careful when self-excluding.

People, please stop self-excluding yourself for any other reasons than gambling problems. If that is the case then you should stop completely and look for help. Any other reasons, you can ask for a cool-off period or, like me, just leave the account without deposits. I got probably 100 casino accounts by now and at about 85 of those i have not deposited in years, yet i still leave them open as i might change my mind in the future.

I have never self-excluded myself in nearly 20 years of online gaming for exactly these reasons. Hence, i don't have to be worried about opening new accounts and never had any trouble with withdrawals.
 

Jono777

Meister Member
CAG
mm1
mm4
Not quite as many of you Harry, think I may have 99!

I too have never S/E at any accounts and probably never will. Same reasons, never had problems with any accounts, ever! (touch wood!)

IMO if gambling becomes a problem, a player identifies this (great 1st step) then they should S/E every single account they have not just selected ones, easier said than done appreciated but goes a long way to solving the problem....IF a player genuinely WANTS to solve it!!!

Any other reasons (EG bad sessions, poor promos, poor CS etc) then I recommend to simply let it become a part of a players 'Do not deposit there' list. Closing accounts these days (especially for UK players) is becoming more and more of a headache and will more than likely get stricter where examples of the OP and latest situation, the players start to eventually maybe get ruled against.

On a lighter note, I personally have made many a 'free raise' / cash out from a ND 'Where the hell have you been?' free chip or 'Not seen you in a long time' FS. Would not have happened if I'd thrown the dolly out the pram and closed accounts over the years.
 
Last edited:

ellshot

Registered
Not all cases are the same. I don't know about other people but I S/E'd from a site some time ago and now that I feel comfortable with giving time to online gaming again I joined a new site. I just didn't know they were in the same network. It was never a financial problem but more of a time consuming problem along with general over-use of my computer. Alongside the S/E I also deactivated social network sites at the time. It is a self-discipline issue but I don't think it's so strange or wrong to need to do this to bide time to fill life with activities to get happier.

We humans sometimes get caught up in routines and if they are unhealthy then we need something to help remove that routine so we can build a new, happier one. I think S/E's provide this but, me being a bit inexperienced, I should've clearly just "cooled off"! Coming to this site I have learnt a lot now reading all your comments :)
 

L&L-Jan

Affiliate Manager for Accredited Casinos
I disagree. Accounts aren't checked until they cash out for a number of reasons. Many players use different email addresses, etc., when signing up - and it's when the account is audited during cash outs when they get caught. If someone self excludes they should not be playing. In my opinion, they are lucky to get their deposits back. In Vegas they'd be booted from the casino with an empty wallet.

And yes, it is a worrying trend. Players need to be true to themselves and not expect other people to babysit their activities.
I would like to add that the UKGC demands that operators running multiple casinos under one license have systems in place that prevent customers from signing-up when they have an account at one of the other casinos in the same group, self-excluded or not. That is why we have created such a system. Basically customers from the UK can only use their first account registered within the group. In case the account is self-excluded it will re-open after 1, 1.5, 2 or 5 years.
 

Naok777

Experienced Member
I disagree. Accounts aren't checked until they cash out for a number of reasons.
I'm not sure that is true for all Casinos anymore, I signed up at two different casinos in the recent past and one told me to get verified within 72 hours of signing up, the other one instantly blocked me and asked for docs and only let me play once they had been verified, both cited UK regulations as the reason for doing so.
 
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