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Novibet Casino - Declined withdrawal and closed account without any proof

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Declined payment
waks Lithuania Message
Posted on November 15, 2017

Hello,
So my situation is I believe pretty common for you. The thing is that I was betting in Novibet company without any problems until I wanted to make the first withdrawal.
Right after my withdrawal request my account got suspended and I got an email that said my account has been deactivated permanent. They said that I have violated terms 2.7 and 2.8. These terms are about multiple accounts. I am absolutely sure that I have no other accounts, and there is no way I violated these terms. When I asked them to prove that I have multiple accounts they just said that they can not give me further information on this matter.
Everything happened on 29th December, 2016. I hope that I am not late to contact you on this matter and you can help me.
I am also providing the information about my Novibet account:
username: waks60
full name: Virginijus < surname removed >
disputed amount: nearly 2000 Euros

Hope you can help me, and waiting for your reply!

AskGamblers
Posted on November 20, 2017

This complaint has been reopened as per Novibet Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on November 20, 2017

Dear Mr Waks,

Thank you for making contact via Askgamblers for your matter. In Novibet we are always trying to be fair to all of our customers. To ensure that, we make sure to comply with all the regulations provided by the respected UK Gambling Commission, therefore all of our terms and conditions are approved by the authorities. Furthermore, in case of a dispute and before any final decision is made, our security department provides to the authorities all the information regarding the case. Unfortunately, there was a breach of the terms 2.7 and 2.8 by your side that lead to refunding your last deposit.

We remain at your disposal for any more information you might need.

Kind regards
Novibet Casino Manager

AskGamblers
Posted on November 24, 2017

Dear Novibet Casino,

Please provide evidence that player breached casino's terms  Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

Posted on November 25, 2017

Dear Askgamblers team, you have already received the evidence via mail as requested. As far as you estimate them, please inform us accordinly.

Kind regards,
Faye Makri

AskGamblers
Posted on November 27, 2017

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Novibet Casino where it is clearly displayed that player had opened more than one account. Player by these actions violated general casino terms

2.7 Customers are only allowed to open one account. Opening of multiple accounts is not permitted. Should we have reasonable suspicions that any of our customers has opened multiple accounts with us we reserve the right in our absolute discretion to freeze that customer’s account or to close the account immediately and the customer shall forfeit all his winnings. Customers should also note that their original deposits will not be refunded. Customers shall also be liable towards the company for damages and costs incurred as a result of the fraud.
2.8 We specifically do not permit our customers to do any of the following:
To act on behalf of another person or third party.
To deposit money originating from criminal activity.
To deposit money through a credit card which a customer is not authorized to use, or knowingly receiving money from such card on in any other manner colluding with a third party to so do.
To use in any manner whatsoever their player account or that of third parties for money laundering or any other illegal purpose.
To use VPN's, Proxy servers, Tor Browsers, IP blockers or any type of software or service used to manipulate or obfuscate their location. This is strictly prohibited and Novibet reserves the right to close any accounts, void any open bets and refund any deposits made minus any withdrawals, if we believe that a customer is utilising such a method.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Novibet Casino.

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