CLOSED: Pokernox Casino Support and Complaints Thread

Hi everyone!

I am a new affiliate manager at Pokernox Casino and I will be your contact for this casino. Please contact me if you have any questions.

Thank you 

Edited by Moderator KingNemo: 13th December 2022 - Pokernox Casino is CLOSED and was rebranded to Bet-Nox Casino.

Welcome on board, Pokernox. Thanks for joining our forum. 

Welcome to LCB forum Pokernox! Thank you for being available to assist our members! 

Welcome to our forum, Pokernox! 

Welcome to LCB! We are glad to have you here 

Welcome to the forum 

Welcome, great to have you here!

Welcome, Pokernox rep! 

I had a win at Pokernox, in the middle of February I won 3193 eur. I like the game the casino has - Thrones of Persia.This would be my second win here, in the end of November last year I won 3000 eur. So, my account was already verified and I claimed my withdrawal, but my withdrawal was canceled. I asked the chat about this and the agent told me that they would not pay me because of using IP changing software. Very interesting….. Later I got the same message to my email…..I would like to get my money, I did not use IP changing software or do anything that is restricted by the terms….Probably just an excuse not to pay.

Hello Bocachica,

Please private message me your casino username and we will ask The Casino Rep to look into your account. 

Sent you my username with the PM.

Hi Bocachica,

Thank you for sending your account details.
We have informed The Casino Rep of the issue you are having. Keep you posted. 

Is there any update for me?

Hi Bocachica,

We are still waiting for a feedback. Will keep you updated. 

Please have in mind there might be a delay in response due to Easter holidays. 

Hey!

It has been a while. The casino has not given any comment on this yet  ????

All the best,

Bocachica

Hello Bocachica,

We still haven't received a reply from the Casino Representative. We'll send them another reminder email.

Is there any hope at all?

Hi Bocachica, 

We've received an update regarding your case. The Casino Rep provided us with the evidence showing that you indeed had multiple accounts opened using VPN which presents a breach of their Terms and Conditions:
"You are allowed to have only one account. If you attempt to open more than one account, all your accounts may be blocked or closed. You are not allowed to sell, transfer or acquire an account with us from any other user. We reserve the right to close any accounts that are traced to the same address, IP address or computer or are suspected of VPN usage or of having been transferred between users and freeze any winnings on those accounts."

Since an adequate evidence has been provided, there is nothing that we can additionally do to assist. We consider this case Closed. 

you can check my account I have a few weeks( can't log in. wrote them a mail 5 days ago what is the reason but they haven't replied(

Hi иван иванов,

We'll check with the Casino Rep. Keep you posted. 

Hi иван иванов,

We've been informed by the Casino Rep that the password for your account has been reset. Please check the email that you have received from the casino with the new login information. 

thank you very much now check

they sent me a new password but I still can't log in. tried from different browsers without VPN and with it

Hi иван иванов,

As previously advised, the casino confirmed that everything is fine with your account.
Therefore, the issue is on your end. Please clear cache and cookies from the browser history and try logging in again. Make sure you are typing in the correct info and that there are no extra spaces. If that does not help, please contact their support directly so that they can further advise. 

I'll try another computer later. too bad I can't get in. good casino

I am a registered player in pokernox.com since April 2019.
I have been playing there for a while now.
I won 8540 euros last month made a withdrawal request.
A week later I found out that my account is frozen when I tried to login to my pokernox account.
I emailed [email protected] and their reply was :

Dear Somprasong,

your withdrawals and account have been frozen and your winnings have been forfeited due to violation of bonus terms and conditions.

Bonus T&C clearly states that:

The maximum allowed bet while wagering is 4€.
Table games are strictly forbidden to play with active Bonus
Player is responsible to completely clear the active bonus ( with automatic bonus cancellation or manual bonus cancellation by support or bonus rollover ) before making the next deposit. If player confirms deposit while bonus is still active, ignores the system message "Bonus is currently active, any new deposits will be used with the current bonus" and doesn't request bonus cancellation by the support than player agrees to continue playing with active bonus with all required Bonus terms and conditions.

If you have any further questions please do not hesitate to contact us on [email protected].

Best regards,

Pokernox Team

I responded that I did not play with any bonus and that there isn't any bonus to my account while I was playing.
Since then they have not replied.
I also tried contacting through their live chat support but it's not working.
By submitting this complaint I hope that you will help me, thank you!

Hi nongsong, 

please private message me your casino username so that we can contact the Casino Rep regarding your case. 

Hi !

Username Mackoyone

I need some help!

I made a deposit in the Pokernox casino i deposit $33.5 from my neteller account to my Pokernox account at 11:40 am (México central time) and is 13:25 pm (México central time) and it has not been credited to my pokernox account, that is 1:45 min.!!!! The money was deducted from my neteller account but still pending for aproval from payments pokernox.

???????????

When a player deposit in a casino is to play at that time!!! No for waiting  when the casino decide to credited!

Can somebody give me some helping advice?

Hi mackoyone,

We're going to notify the casino rep about this issue. When you deposit the funds should be in your account instantly. We'll check with the casino rep what seems to be the issue. Keep you posted. 

Still waiting, for somebody from Pokernox to do something! Or at least answer.

Nobody answer the emails.

This is an advice for all gamblers and players be aware and try to avoid playing at Pokernox casino, this is a personal experience today march 1st 2021 i made a deposit $33.5 from My Neteller account to my pokernox account at 11:40 AM (México time) the money was deducted from my NETELLER ACCOUNT but it was NOT CREDITED to My pokernox account (see the screenshots), i wrote to the customer service chat and they Say that they can't do anything that i should email to the payments department, i did (10 times) and they didnt even answer! It's 9:00pm and i still waiting that someone at least answer.

My advice is "avoid Pokernox casino at all cost because they don't care for the players" again this is my personal experience!

Be aware and avoid this casino

Mackoyone

It is strange, though. The casino has been notified. Hope he'll have some explanation. 

Dear Mackoyone

First of all sorry for the delay in our response but we had to wait for our finance team to change that transaction manually. As we have already informed you, the amount of 33.5$ has been now credited to your balance.

Apologies for inconvenience caused and best regards!

Pokernox team

You really think that by saying "Im sorry for the inconvenient" everything would be fine.?????

No my friend because that just show that you are really careless for the customers, you dont explain:

Why this happen?

Who didnt answer the emails(12)?(supposed to have a team of people working to answer all the questions 24/7)

Why did fix it right away?(did the staff prefered to go home and fix it next day? or they were laizy)

Why nobody could do something? (They are not trained to do it? They dont have the skills?

How many times this has happen?

How many people had this issues?

How are you going to prevent to happen again?

DO YOU CARE FOR ANYTHING ABOUT THIS?

My advice to all gamblers and players

STAY AWAY FROM THIS CASINO "POKERNOX"

They didnt give any explanation.

Dear

As we might have support working 24/7 unfortunately we do not have a finance team working 24/7. Thats why we had to wait for them and they had to manually change the status of your transaction to successful and we have informed you about it as soon as the balance was added to you.

Regards

Please dont lose your self in technicallities! 

It is better if you explain

Why this happen?

Who was responsable for it? and didnt do it?

Why nobody say anything yesterday?

Why you didnt answer yesterday?

How the players can be sure that it wount happen to them?

Why nobody from the finance team fix it yesterday?

Was anybody with the capability available to fix it ?

Answer this questions!

The trust of the players depends on your capability to treat them with honesty!

By the way! I just made a Withdrawal of the $33.5 that it took you 20 hrs to credited to my account! I HOPE IT WOULD NOT TAKE YOU ANOTHER 20 hrs TO GIVE BACK MY MONEY TO MY NETELLER ACCOUNT!

I dont trust you anymore.