Bet-nox Casino - Das Konto des Spielers wurde gesperrt.

Good day,

the casino claims I closed my account myself.

I didn't do that.

I showed friends of mine the provider on my computer and let them play (I basically advertised).

All accounts were then closed.

There are still 200€ in my account.

It was not played with bonuses.

The casino therefore has no right to take my money away from me.

Please help me

Guten Tag,

das Casino behauptet, ich hätte mein Konto selber geschlossen.

Das habe ich nicht getan.

Ich habe an meinem Rechner Freunden von mir den Anbieter gezeigt und auch spielen lassen, (Im Prinzip habe ich Werbung gemacht).

Daraufhin wurden alle Konten geschlossen.

Auf meinem Konto befinden sich noch 200€.

Es wurde nicht mit Boni gespielt.

Das Casino hat daher keinerlei Recht mir mein Geld weg zu nehmen.

Bitte helfen Sie mir

Hello Moritz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

thanks for the offered help.

Here are screenshots of my log-in

My request (repeated, the first is from 05/02/22)

and my deposit of 200€.

Hallo Kristina,

danke für die angebotene Hilfe.

Hier Screenshots von meinem Log-In

Meiner Anfrage (wiederholt, die erste ist vom 02.05.22)

und meiner Einzahlung über 200€.

Thank you for your reply, Moritz. Could you please advise if you managed to pass the verification before you were blocked?

Yes, I have. I have made multiple deposits and withdrawals.

I'm actually very satisfied with the provider and think it's a shame to be treated like this.

ja, habe ich. ich habe mehrfach ein- und auch ausgezahlt.

eigentlich bin ich mit dem Anbieter sehr zufrieden und finde es schade, so behandelt zu werden.

Thank you very much Moritz for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Moritz,

I will assist you with your complaint from now on. I would like to ask representatives of Pokernox Casino to join the discussion in order to resolve the issue with the closed account.

Pokernox Casino, can the player's account be reopened?

Hello

Player has 3 accounts on casino, and has claimed multiple bonuses with two of those accounts, so the statement above from the player is false. All the documentation about player accounts and claimed bonuses can be provided to Casino Guru on request.

Kind regards

Pokernox team

Hello,

thanks for the reply to the Pokernox casino team,

please provide us with proof of your claims of multiple accounts and multiple bonuses, to my email address at tomas@casino.guru

Much appreciated!

No,

the answer is not wrong.

I showed 2 friends the provider on my computer and showed how bonuses, casino and bets work, and also how to use e-wallets.

I chose the provider because I LOVE playing there.

If that was wrong, then please do.

Then do without us as a customer.

However, this does not clarify what happens to the €200 I deposited.

I would like my money back or be activated again.

Nein,

die Antwort ist nicht falsch.

Ich habe 2 Freunden an meinem Rechner den Anbieter gezeigt und gezeigt wie Boni, Casino und Wetten funktionieren, bzw auch wie man E-Wallets verwendet.

Dazu habe ich den Anbieter gewählt, weil ich GERNE dort spiele.

Wenn das jetzt falsch war, bitte sehr.

Dann verzichten Sie halt auf uns als Kunden.

Damit ist aber nicht geklärt, was mit meinen 200€ die ich eingezahlt habe, passiert.

Ich möchte mein Geld zurück oder aber wieder frei geschaltet werden.

Hello Moritz,

could you tell us if the friends of yours who you helped create the accounts opened their accounts using their own phones/devices or used your computer to do so?

Hello,

since I had them at home for a party, they used my PC.

I didn't know at the time that it wasn't allowed.

but that's no reason to keep my €200.

Hallo,

da ich die zu einer Feier zu Hause hatte, haben sie meinen PC benutzt.

ich wusste zu den Zeitpunkt nicht, dass das nicht erlaubt ist.

aber das ist kein Grund, meine 200€ einzubehalten.

Moritz,

we believe your original account shouldn't be punished under these circumstances, with confiscation of winnings. We believe your aim was not to deceive the casino and your breaking of the rules was unintentional. You have deposited and withdrawn from the casino repeatedly in the past, with the original account which is verified. The final balance was not earned by committing any bonus abuse.

Unless we overlooked any other circumstances, we would like to ask Pokernox to reconsider its position on confiscating winnings.

Thanks for the assessment.

That's exactly what I'm about.

I find it exaggerated to punish me so harshly instead of pointing it out.

As long as I get my money back, I'm willing to let the matter rest.

I'd love to keep playing, but I'll accept if I remain banned.

Danke für die Einschätzung.

Genau darum geht es mir ja.

Mich so hart abzustrafen statt daraufhin zu weisen, finde ich übertrieben.

Sofern ich mein Geld wieder bekomme, bin ich bereit die Sache auf sich beruhen zu lassen.

Am liebsten würde ich auch weiter spielen, akzeptiere aber, wenn ich gesperrt bleibe.

Dear all

The last deposit has activated the bonus, so the final balance was played with an active bonus.

˝Only one bonus is allowed per player, account, address, computer and IP address. Pokernox Casino ( pokernox.com ) reserves the right to close any account that is considered a duplicate account and confiscate the assets of the relevant account.˝

In order with our bonus terms and conditions we consider this decision as final.

Thanks for understanding

Pokernox team

On 04/29/22 they sent me an email saying that I had violated the bonus terms and conditions and therefore my deposit will be reinstated.

That's the said €200. And in that case they are no longer charged a bonus.

I insist on payment or will have to take legal action.

Am 29.04.22 haben Sie mir eine Email geschickt, dass ich gegen die Bonus AGB verstoßen habe und deshalb mein Einzahlung wieder hergestellt wird.

Das sind die besagten 200€. Und die sind in dem Fall dann auch nicht mehr Bonus belastet.

Ich bestehe auf die Auszahlung oder werde rechtliche Schritte einleiten müssen.

Hello all,

Pokernox casino, what is your position towards Moritz's last comment?

Were the funds reinstated or returned as the screenshot suggests?

Dear all

Please note that the situation mentioned above is not connected with the current complaint. On 29.4. player has breached our bonus terms and conditions by placing bets over max allowed bet and playing live casino games which is restricted for bonus. In that case the initial deposit of 200€ has been returned to player and bonus winnings forfeited.

Current complaint is connected with multi accounting and bonus abuse which has occured after that and in this case we have acted in order with our bonus terms and conditions.

no,

they are confusing things here.

the money refunded was the €200 I wanted to withdraw.

before the payout was processed they blocked my account.

I haven't made a deposit or used a bonus since then.

they accuse me of abusing the bonus but I didn't do that.

I also commented on multiaccounting.

nein,

sie werfen hier etwas durcheinander.

das Zurück erstattete Geld waren die 200€ die ich auszahlen lassen wollte.

bevor die Auszahlung durchgeführt wurde, haben sie mein Konto gesperrt.

ich habe danach weder eine Einzahlung vorgenommen noch einen Bonus verwendet.

sie werfen mir den Bonus Missbrauch vor, aber das habe ich nicht getan.

auch zum Multiaccounting habe ich mich geäußert.

Moritz,

I am afraid the casino won't change their mind and thus we will close the complaint now. As I said above, in our opinion your account was verified, and we believe that with your account you didn't gain any unfair advantage, and thus you should be paid.

As for the other accounts, we understand the decision and steps made towards their closure.

I am sorry, Moritz, we couldn't help you resolve the issue, but we believe your complaint is justified. Closing this complaint as 'unresolved' will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.