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Novibet Casino - Live Casino Error, Zero Support

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Software glitch
04lcrost United Kingdom Message
Posted on June 27, 2017

Absolutely disgusted at the lack of communication and service when an issue occurred.

I deposited £20 in to my account and decided to play the Auto Live Roulette. After placing my bet and the winning number landing an error came up saying "lack of funds" funny that. So I repeated the bet and the wheel span again and this time lost, taking my money. I had £1.50 on number 31.

I contacted the casino and the reply was swift until I stated my issue with the spin details and print screen of the bet showing time and date. At this point, there was no response for more than half an hour in which I then gave up.

Later that day I contacted the casino again and same issue, greeted with a "Hello, how can I help" and then once asking to make a formal complaint over the previous conversation, no contact and I am still waiting on the live chat. It's been 15 minutes with no reply now.

It's very frustrating that casinos are happy to quickly and swiftly take deposits and verify accounts to bet, but when an issue is raised a response is hard to get.

I am asking for some compensation for the cost of my time, wasted trying to communicate with Novibet Casino and some sort of of reimbursement for what should have been a bet paid out.

I look forward to hearing from your response and copies of transcripts can be provided if necessary.

Posted on June 29, 2017

Dear 04LCROST,

Thank you very much for bringing this issue to my attention. Your feedback is extremely valuable to us, as we strive to improve with each and every comment. You have mentioned you had experienced lack of communication via live chat and you are totally right: we had been facing major issues in our live chat tool that are currently resolved.

I sincerely apologize for this unexpected technical problem and I want to reassure you that this incident does not reflect our customer support culture, as our dedicated Customer Service team is highly skilled and always willing to assist you.

Your formal complaint has been recorded and the ID has been sent to you via email. Additionally, your account has already been refunded with the amount that you attempted to bet unsuccessfully in the live roulette table as well as with the potential winnings. The details of the round have been provided to you in details as received by our live casino content provider, Evolution Gaming.

I would finally want to ensure you that we are proud of our speed and sufficiency in the resolution of any technical issues of our players as all the broken rounds are investigated and reimbursed even in the case of the rejection of initial bets.

I honestly apologize once again!

Kind regards,
Faye Makri

AskGamblers
Posted on June 29, 2017

Dear @04lcrost,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly. Thank you for your cooperation.

04lcrost United Kingdom Message
Posted on July 2, 2017

Thankyou for resolving this efficiently

Posted on July 2, 2017

Dear O4LCROST,

Thank you very much and i apologize once again!

Kind regards,
Faye Makri

AskGamblers
Posted on July 3, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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