Noxino Casino - Las ganancias del jugador están retenidas.

My problem is that the casino has decided to withhold my winnings, which were fully wagered, from the welcome bonus. I first played €5 on Wild Card Gang, then €3.60 on Heart of Tiki, and finally €3.50 on Wild Wild West. All necessary screenshots are attached.

Mein Problem liegt darin, dass das Casino sich entschieden hat meine Gewinnen, welche vollständig gewagert wurden, aus dem Wilkommensbonus einzubehalten. Ich habe zu erst 5 Euro Wild Card Gang, dann 3.6 Euro Heart of Tiki und zum Schluss 3.5 Euro Wild Wild West gespielt. Anbei sind alle nötigen Screenshots.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you lost access to your account directly after completing the bonus wagering?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

• I still have access to my account
• I have (it should also be in the email) "specifically Section 11 – Unacceptable Use of Our Services"
• I first played Wild Card Gang for 5 Euros, then Heart of Tiki for 3.6 Euros, and finally Wild Wild West for 3.5 Euros.

• Ich habe noch Zugriff auf mein Konto
• Habe ich (müsste auch hin der Mail stehen) "specifically Section 11 – Unacceptable Use of Our Services"
• Ich habe zu erst 5 Euro Wild Card Gang, dann 3.6 Euro Heart of Tiki und zum Schluss 3.5 Euro Wild Wild West gespielt.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Marco187,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Noxino Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Noxino Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel