Bet-nox Casino - La cuenta del jugador fue bloqueada.

Hello CasinoGuru team,

I would like to complain too. I deposited €200 with the provider POKERNox, played for 2 or 3 days, then unfortunately I lost my money. When I tried to log in again a day later, I was denied access to my account. The message "Your account was deactivated by your own request" appears. But I don't know why. Can you please help me? Regards Patrick

Hallo Team von CasinoGuru,

ich möchte/muss mich leider auch beschweren. Habe bei dem Anbieter POKERNox 200€ eingezahlt, über 2 oder 3 Tage gespielt, dann habe ich mein Geld leider verloren. Wollte mich dann einen Tag später wieder einloggen, da wurde mir der Zugang zu meinem Konto verwehrt. Es kommt die Meldung "Your account was deactivated by your own request". Ich weiß aber nicht warum. Können Sie mir bitte helfen? Grüße, Patrick

Hello ConnyDachs,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pokernox Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you have any remaining balance on your casino account? Since when were you registered in the casino and did you use any bonus while playing there? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, of course you can ask more specific questions :) Since 14.03. I'm registered there and now on 04.09. only claimed the welcome bonus.

I just got two emails with the following content:

"Hi Patrick,

Your Pokernox account with username ConnyDachs has been deactivated.

For any further information you may contact Customer Support Team via email support@pokernox.com."

AND:

"Hello

Your account has been closed for suspected abuse of bonuses in connection with other accounts.

Thanks for understanding".

When I asked how the provider came up with it, I didn't get an answer. You can only have one account with the providers, so I don't understand the problem.

I have uploaded verification documents, but now I no longer know whether my account was actually verified. I can't get in anymore.

Remaining credit was maybe a few cents.

Hi Nick, natürlich können Sie genauere Fragen stellen :) Seit dem 14.03. bin ich dort angemeldet und habe jetzt am 04.09. erst den Willkommensbonus in Anspruch genommen. 

Ich habe lediglich zwei Email's mit folgendem Inhalt bekommen: 

"Hi Patrick,

Your Pokernox account with username ConnyDachs has been deactivated.

For any further information you may contact Customer Support Team via email support@pokernox.com."

UND:

"Hello

Your account has been closed for suspected abuse of bonuses in connection with other accounts.

Thanks for understanding".

Auf meine Frage, wie der Anbieter darauf kommt, habe ich keine Antwort bekommen. Man kann ja auch nur einen Account bei den Anbietern haben, deshalb verstehe ich das Problem nicht. 

Dokumente zum Verifizieren habe ich hochgeladen, weiß jetzt aber nicht mehr, ob mein Account tatsächlich verifiziert wurde. Ich komme ja nicht mehr rein. 

Restguthaben waren vielleicht noch ein paar Cents. 

Hello ConnyDachs,

I understand that it might seem strange but as long as you had no remaining balance on your account nor a pending withdrawal, the casino is allowed to close your account without any reason given. It would be a different case if they would have void your balance or you would have money on your account but this way our hands are tied.

Is there anything else we can assist you with?

Hello Nick,

ok, you're right about that. It's just annoying and I didn't want any limitations or similar, so that the provider would have a reason for it. Then I will unfortunately have to avoid the casino. Other than that, there's nothing else you can help me with. Thank you for the information and remain with best regards.

Hallo Nick,

okay, da gebe ich Ihnen Recht. Es ist nur ärgerlich und ich habe ja keinerlei Limitierungen o.ä. gewünscht, sodass der Anbieter einen Grund dafür hätte. Dann werde ich das Casino ja leider meiden müssen. Ansonsten gint es gerade nix, wobei Sie mir helfen können. Ich danke Ihnen für den Hinweis und verbleibe mit freundlichen Grüßen.

Hello ConnyDachs,

I can also confirm that many online casinos have a pre-set limits, or depending on the player's deposits and wager amount they set additional limits in order to prevent for example compulsive gambling. I'm not saying it was your case for sure but it is a quite common thing.

Thank you anyway for contacting us and feel free to submit a complaint if you will come across any other trouble again, we will gladly try to help you.

Best regards,

Nick