Noxwin Acknowledges Error in Handling Bonus Complaint

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Sportsbook Review reported last week that a Noxwin (SBR rating C-) player believed he was freerolled by the betting site.

After registering his account to redeem a 100% bonus up to €50, he started wagering and eventually increased his balance up to €1,551. He was cognizant of the bonus play-through requirement and wagered enough to fulfill the terms and conditions.

Once he had completed rollover, the player asked for a withdrawal. What happened next was the sportsbook removed his €1,501 in profit for an alleged violation of house rules; no other details were provided. SBR followed up with the betting site about the decision to nullify the winnings and was told that because he deposited by Neteller, he was not eligible for the bonus. Noxwin conceded that their system did not detect the issue in time and offered their apologies, but maintained they were within their right to remove the winnings based on their fineprint.

The player has a fair argument to be credited with the bonus winnings. He opened an account after receiving an email promotion advertising a 100% bonus. After making his deposit, the betting site applied his bonus and he went on to run through his deposit several times en route to making $1,501 in profit. Through no fault of his own, the sportsbook then changed his winning bets into no action and essentially cancelled all of his wagers merely because they did not intend for eWallet depositors to receive bonuses.

The decision is a violation of the basic good faith agreement and contract between sportsbooks and players to pay out legitimate bets when there is no evidence of fraud or trickery. The sportsbook had every opportunity to realize that he was not eligible for the bonus and update his account but only took action after he had already finished his rollover and asked to be paid his balance. At most, the sportsbook should debit €50 (the bonus itself) and honor the rest of his funds. SBR has asked Noxwin if they would consider doing this.

In the event that Noxwin, which acknowledged their procedural error, is unwilling to resolve the complaint in this manner, the player's next step would be to launch a complaint with the Curacao eGaming division.

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