Next— player complaints: 8 in English

On 28/6/21 my account with the casino was closed. Upon contacting support I was informed they had seen I had a self exclusion in place with a sister site, and that my account would be closed. I was unaware I had signed up to anther site under the same group previously. I am signed up for counselling for a gambling problem, and was told by the UKGC they should not have let me open the account. After opening the account I submitted my driving licence and proof of address immediately, this is the same driving licence i have held for years, and the same address for the past 8 years. They should not let me open an account if i have been excluded from a sister site and I should rreceive all my deposits back can you help please I have all the emails. I have contacted the casino, and they told me my address is different. This is untrue as i supply full documentation any time i did gamble. They told me I had broken their terms but refused to say why.

Hi. The UKGC since 7 of May 2019 requires that the casino ask for ID to verify before depositing .Next casino said they did their checks electronically however there are major flows . The home address register on the account is a selfexcluded address on Gamstop Since 2018 this this fact did not trigger any verification ID check from the casino. Secondly they said they have verified me however for some reason on my profile is written as female however my bank account and my passport and photo shows as male . Thirdly this casino have allow me to deposit 676 pounds and play non stop with out proper correct ID , name and address as a result I will like my 676 pounds back due to this major flows . Further more the phone number register is in my sisters name ! This is to proof that anyone can make use of my name and account wit out proper checks . This casino is definitely not doing their job properly my sister or anyone could have use my details to open an account.

I saw you gave this casino a great review so I clicked the link for 150% bonus and free spins. I comoketed the signup process and again was offered the 150% bonus as well as I was sent an email offering a 100% bonus. I clicked on the 150% and sensequently made a deposit of 50 Canadian dollars, however I received no bonus. I emailed support to inquire why and received a response saying for no specific reason they decided not to give me the bonus. I don't understand and they make me feel as if I've done something wrong. Please help.

nextcasino was the casino, i deposit 200 sek, then a support tells me after im not eligable for any bonuses, and then when i want to withdraw, they ask first for IBAN/swift numbers on bankcard, i told them. But now they also want a clear picture of passport..

I selfexcluded from jetbull casino on 8/2/2017 under my other email [EDIT] until 4/2/2022 and I opened an account on 30/4/2017 at next casino not knowing they are connected I have realised I have a gambling addiction and am now seeing a Counsiler I have asked next casino 4 times to self excluded me and the account is still open I have been told by my counsiler that they should not of let me open an account if you have been selfexcluded from there sister site everymattix and I should recieve all my deposits back can you help please I have all the emails

Nextcasino payed half of the money owed by them to me and then blocked my account, i cannot login it anymore, there was no message regarding why they blocked my account, i also tried to contact them without success.

On a welcome offer I deposited £200 for a £200 bonus. Having won a total of £2097 (including deposit) after following there terms and conditions, I tried to withdraw £2000 of this. I was asked for ID, which was sent. I was then asked for further ID (including 2 notarised documents and contact details of the notary) which I sent. They have not entered in any further correspondence and my latest withdrawal request was denied (£1900 attempted). Here is the full timeline (I also have all emails and attachments available including a scan of the notarised documents I sent). 6 October - Signed up and deposited £200 for the 'bonus match' type offer. Played with these funds until the terms had been met. 6 October - Attempted to withdraw £2000 of the £2097 7 October - Email received asking for ID to comply with 'KYC' checks. They asked for a scan of ID, utility bill and scan of the front and back of the card I used. 7 October - Sent photo of utility bill and driving license (front and back). It seems I didn't attach the front and back of the debit card looking back. 7 October - email received from [EDIT] thanking for the information and letting me know they would pass it on to the verification team 7 October - Further email received saying a security alert has been triggered and my account frozen. It asked that I send in a scan of my ID, a utility bill, a screenshot from within my e-wallet (actually an online bank account), a close-up with my ID next to my face and 2 notarised documents including a statement and a copy of ID 7 October - Asked for an explanation of why what I sent was not sufficient and whether I would be reimbursed for the cost of notarising documents. 'For security reasons' was the reply from [EDIT] October 7 - asked whether the first 2 documents I had sent (Driving license and bank statement) were sufficient and whether it was just the last 3 on the list that needed to be sent now. Mark replied 'Please follow the instructions on the email' on october 12. In the email I sent I also asked them to verify that these 4 documents were sufficient for items 1-4 on the list, before I spent money on getting documents notarised. I already felt messed around and didn't trust that they wouldn't find some other 'problem' when everything arrived. October 11 - No reply yet, so emailed asking for confirmation that the documents I sent so far were sufficient. October 12 - [EDIT] replied 'Go ahead and provide the notarised documents and contact info of the notary' October 12 - Emailed [EDIT] back asking for him to confirm that this means what I'd sent was sufficient so far. October 17 - [EDIT] replied with instructions on how to get my documents notarised. He asked I bring my passport/ID to the notary and also a newer bank statement and have them both notarised. He also mentioned they needed a copy of the front and back of the card I used to deposit. October 17 - Realised I hadn't sent the front and back of the card so did so. Advised I would now get the documents notarised and try to get them to arrive within a week. Also asked again for them to confirm that what I had sent was sufficient so far. All previous replies had just told me the next steps and avoided the question. October 19 - Sent the notarised documents to the address for everymatrix in Romania. Sent using tracked delivery via royal mail (tracking ID: [EDIT]) which arrived on 29 October October 29 - Emailed advising that the documents have now arrived and asking for a timescale on when my account will be verified for me to submit a withdrawal. October 31 - Email from [EDIT] saying they will reopen my account once the documents have been verified. November 3 - Asked for further advice as it had been 3 days since last correspondence. November 4 - Advised by [EDIT] that he would check how much longer it would take. November 8 - Emailed again asking for further correspondence and outlining that I had done everything asked of me. Advised that if I have to wait much longer I would be pursuing this through either a review sites or their independent adjudicator. Still no reply. December 14 - Checked on nextcasino.com to see if I could log in. Logged in successfully to show full balance (I was told previously it was frozen, so assumed this to mean things were back to normal). Attempted to withdraw £1900. Received an email notifying me that my withdrawal had been 'rolled back'. December 15 - Attempted to log in again but site would not allow (intermittent error messages so may be an issue with the site overall) I'm happy to provide more details and will gladly provide all documents and emails (including a scanned copy of the notarised ones with contact details of the notary). Thanks

Hello, I have received an email regarding my account.. on nextcasino.com user name [EDIT] email [EDIT]. “Consequently, as self-exclusion indicates gambling concerning issues, for your protection we are obliged to exclude these gaming accounts as well and will now take the necessary steps to do so. Please note that during the period of self-exclusion it will not be possible to activate any of your accounts. Should you manage to register an account with one of our partners we will exclude any such account/s and potentially retain your deposits and/or winnings on any such account, by virtue of the following clause in the terms and conditions: Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts.” Firstly I do not recall seeing or signing any paperwork that stated the above clause, I was also at the time of signing up to Next Casino, completely unaware that it was party to/sister company of/ or a licence sharer of Casino Luck. I deposited a total of £456.27 over a two day period, after losing all the said deposited amount i received the above stated email that also claimed “You have recently attempted to register a gaming account on NextCasino.com. Our system has detected that you have previously opted to self-exclude on a website managed and operated by EveryMatrix” I used genuine information to create an account with next casino, I deposited the funds knowing and respecting that I could lose all of my £456.27, what I did not know however is that I had no chance of ever winning anything. I did not know that had I won more than i had deposited or even wished to withdraw my initial deposits that would of been unable to do so. I feel that the casino is in the wrong here, and would appreciate my deposits back. I feel (although don’t actually know) that the clause they are hiding behind isn’t even legally binding? I also feel that next casino failed to comply to their SE requirements. Kind Regards, [EDIT].