Resolved Noxwin Casino close my account - Dont pay my 1800€ win

Lowryda23

Dormant account
PABnononaccred
I am a verified user @ noxwin , i already had made a withdrawal with 400€ without any problems from this casino. Now after some months ive decided to play again there and deposit 30€ , had some luck with tunderstuck 2 and win 1800 euro. I made my withdrawal on 06.03. Until now i dont have received my win. About 2 hours ago i try to login and contact the support again , and what happens ? Yes , my account is closed !!!! I dont even have received 1 mail from this casino in this case. Im shocked how a casino can act like that. I hope a statement from the Casino will come hopefully. Guys in the meantime until this case is cleared i would NOT recommend to anyone play here if you want to see you winning. Seems this casino is broke.

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Here a text Chat from Support some days ago :

Teodor
Hello vidoslav ********, thank you for contacting us! How can we assist you today?
vidoslav ********
Hello
Teodor
hi
vidoslav *********
i just want to ask if there is any News about my withdrawal .. ist now more then 48 hours and i am a verified user
Teodor
sorry
not yet
unfortunately
it is in thepayment department and they will process it as soon as possible
unfortunately i cannot speed it up
vidoslav ***********
ok thank you
bye noxwin1.jpg noxwin2.jpg noxwin3.jpg noxwin4.jpg


Dear vidoslav *********, thank you for contacting us! How may I help you?
06:38 PM
vidoslav *********
hello , can you Forward me to a noxwin Supervisor please
Mila
Please write an email to support@noxwin.com and we will forward it
vidoslav *********
can you tell me why i dont receive a mail today ... Kris told me today i will receive from managment
i know you try to fool me since days .. no reaction from your side
everytime i hear just .. you will receive a mail today .. but nothing !! why are you try to scam People ?
Mila
May i learn please your problem?
Yes, i see your account is blocked.
Unfortunately it will remain blocked.
vidoslav **********
Yes but why ?
Give me a reason .. Im a verified User
i Made a lot of Deposits and already some withdrawal
Noxwin isnt a scam Casino like some other.. im shocked why you try to steal you users winnings ?? And dont give any reason .. not even one mail !!

So I will not get an answer? You simply close accounts from your costumers who win anything here , did I understand correctly?
Mila
Unfortunately your account will remain blocked, we can't help you in this issue.
 

Valhalla

The Professional
MM
OK, usual questions:

Did you take a bonus and perhaps bet over the limit? Maybe break one of their terms and conditions?

OK so upon further investigation I have found they are part of EveryMatrix - do you have another account with an EveryMatrix casino that you have self-excluded from? This would almost certainly lead to an account closure as soon as you try to withdraw (perhaps you've self excluded from another casino after your first withdrawal from NoxWin casino).
NoxWin are licensed by Malta and Curacao, and hold a 7.2 rating on The Pogg, they don't seem like a rogue outfit from what I've seen so far. Although the sudden lockdown and silence is surely infuriating for you, and I do find it odd myself.
 

Bulzaih

Full Member
OK, usual questions:

Did you take a bonus and perhaps bet over the limit? Maybe break one of their terms and conditions?

OK so upon further investigation I have found they are part of EveryMatrix - do you have another account with an EveryMatrix casino that you have self-excluded from? This would almost certainly lead to an account closure as soon as you try to withdraw (perhaps you've self excluded from another casino after your first withdrawal from NoxWin casino).
NoxWin are licensed by Malta and Curacao, and hold a 7.2 rating on The Pogg, they don't seem like a rogue outfit from what I've seen so far. Although the sudden lockdown and silence is surely infuriating for you, and I do find it odd myself.
The SE policy only applies on UK market, so that won't be the case at least. ;)
 

lotusch

Megaways Slots, as useless as salt in your coffee
PABaccred
webby
CAG
mm3
Well for a 7.2 rating on ThePogg, a website I trust and respect, it must not have been given for customer friendliness..:confused:
What an arrogant short worded customer service...

And yes, Noxwin should be ok to play normally.

So I wonder what OP has done to piss them off so badly that they just shut his account down.
 

lockinlove

Staring into the sun
PABaccred
I just searched noxwin on here. And 10 threads in a row are all negative.

If thepogg is giving them a rating above 2 id like to know why

especially with that customer support
 

Tirilej

Still a Lady
CAG
MM
OK, usual questions:

Did you take a bonus and perhaps bet over the limit? Maybe break one of their terms and conditions?

OK so upon further investigation I have found they are part of EveryMatrix - do you have another account with an EveryMatrix casino that you have self-excluded from? This would almost certainly lead to an account closure as soon as you try to withdraw (perhaps you've self excluded from another casino after your first withdrawal from NoxWin casino).
NoxWin are licensed by Malta and Curacao, and hold a 7.2 rating on The Pogg, they don't seem like a rogue outfit from what I've seen so far. Although the sudden lockdown and silence is surely infuriating for you, and I do find it odd myself.
I couldn't find any sign of them belonging to EM or being licensed in Malta anymore.
Where did you find that information?

I know they have been earlier but maybe not anymore.
 

maxd

Complaints (PAB) Manager
Staff member
I am a verified user @ noxwin ...
You also filed a PAB 2 days ago on this and I've already started working on it. I assume you did not read the PAB FAQ as you were instructed to do. If you had you'd know that posting here while you've got a PAB in progress is seriously bad form.

No bother, consider the PAB cancelled. Next time please don't waste my time.
 

Lowryda23

Dormant account
PABnononaccred
Hello ,

No i dont Play with Bonus this time , just deposit 30€ and Play & win.

I opened Complaint @ MGA and received Mail today, they told me that Noxwin is not MGA protected Casino.

But in my search i fount the "Gibraltar Gamling Commissioner" i will open a Complaint there. They should be responsible for Noxwin as i can see.
 

Valhalla

The Professional
MM
I couldn't find any sign of them belonging to EM or being licensed in Malta anymore.
Where did you find that information?

I know they have been earlier but maybe not anymore.
I was unaware they are no longer EM (nor about the SE issue only applying to the UK).
I read this review on The Pogg:

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That's what happens when I try to help. I'll shut the door on my way out :lolup:
 

Lowryda23

Dormant account
PABnononaccred
Max i already write you a PM. Im sorry about that - I was to hasty in my shocked Situation.

So just to know : I have not Play with Bonus Money.

Today i have received Mail from MGA - They say this Casino is not part of them and they cant help , but i found the "Gibraltar Gamling Commissioner" so i will open complaints there.
 

Tirilej

Still a Lady
CAG
MM
I was unaware they are no longer EM (nor about the SE issue only applying to the UK).
I read this review on The Pogg:

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That's what happens when I try to help. I'll shut the door on my way out :lolup:
Please don't go :( I like it that you're in posting a bit again :)
 

Lowryda23

Dormant account
PABnononaccred
Still no response from the casino. They have not responsed on any website where I have opened complaints. It does not seem to be a casino rep anymore online. But Noxwin still posts advertising on their Facebook and Twitter page. I am afraid that soon there will be many more fooled people. It can not be that a casino simply closes your account, confiscates your winnings and gives you no reason, especially if you played without bonus and did not violate their terms. What's going on there ?
 

miso

Meister Member
MM
Still no response from the casino. They have not responsed on any website where I have opened complaints. It does not seem to be a casino rep anymore online. But Noxwin still posts advertising on their Facebook and Twitter page. I am afraid that soon there will be many more fooled people. It can not be that a casino simply closes your account, confiscates your winnings and gives you no reason, especially if you played without bonus and did not violate their terms. What's going on there ?
Just checked the other website you complained at, seems there's a ton of complaints regarding stalling and reversing withdrawals. Good news is they've been mostly resolved, bad news is Noxwin is not giving any explanations.

Obviously something is terribly wrong with that place, they're not EM anymore, but still using their standard skin and layout plus they're now licenced in Curacao.

I'd advise you to comply with complaint rules elsewhere, you might have burned your chances here but don't give up if you've done nothing wrong.
 

Lowryda23

Dormant account
PABnononaccred
I'd advise you to comply with complaint rules elsewhere, you might have burned your chances here but don't give up if you've done nothing wrong.
Very sad that you have a seemingly no second chance, you must imagine that I have to work for 1800 € almost 2 months. In such a situation a person is in panic and especially if those person still have to use google translator for everything. Me alone against the casino have no chance.
 

Lowryda23

Dormant account
PABnononaccred
I confirm that Noxwin has unlocked my account. I just made a payout again. I will report when the transfer has arrived
 

ThePOGG

Meister Member
webmeister
NoxWin are licensed by Malta and Curacao, and hold a 7.2 rating on The Pogg, they don't seem like a rogue outfit from what I've seen so far. Although the sudden lockdown and silence is surely infuriating for you, and I do find it odd myself.
I just want to make a quick statement about Noxwin and their sister property Flamantis as they're somewhat of a special case on ThePOGG. They previous held our Deposit Guarantee seal however they lost the seal over a Self-Exclusion complaint. This occurred before we were ADR accredited with the UKGC, meaning that there was nothing preventing us assisting with SE issues. The crux of the matter is that the player in question had SEed at another EM operator and Noxwin refused to pay the player's win due to what they believe to be a player intentionally trying to get round a SE by using different details to sign-up at Noxwin.

On investigation it turns out that the player was from the UK and the ONLY detail that was changed was the first name. They used Harry instead of Henry which are fairly commonly used as alternatives for each other (including by the Royal Family -
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). To my mind this was a farcically weak justification for believing the player to be engaged in an attempt to circumvent a SE.

Noxwin's ADR at the time also reviewed the case and ruled in the operator's favour. Perhaps the ADR were privy to information that was never passed to us related to this issue but no aspect of the communication I've had with the operator regarding this issue ever suggested that might be the case.

Getting this back on track - while Noxwin hold 'Needs Work' status (I wouldn't describe that as a positive status overall, just not negative) we will not link to them. We link to the vast majority Needs Work operators I'm simply not comfortable sending players through to any operation that was prepared to argue such a weak case. The only reason this operator has not been moved to Not Recommended status is based on the possibility that the ADR knows something we don't as I genuinely could not get my head around an ADR ruling in favour of the operator based on only a change of information in a first name field.

I appreciate that the 7.2 rating could be misleading in this case and felt it appropriate to lay out the exact situation for those interested parties.

TP
 
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