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Novibet Casino - Won't let me withdraw despite them wrongfully stating minimum bet for NetEnt blackjack game

RESOLVED
novicer Greece
posted on September 4, 2017.

I opened an account at novibet in order to play in the NetEnt live blackjack Standard (https­://­www.no­vib­et.g­r/­Cas­ino­/ga­me/­NE_­lcb­lac­kja­ck_sw). Before the player enters a table the minimum bet mentioned for some tables is 2 euros. Yet inside the table the chips are denominated at a minimum of 5 euros. I contacted the company via chat and I was left assured that I would receive a formal answer within some working days. I waited for at least 10 working days yet no answer was received. I logged in and I saw that nothing had changed - the minimum bet mentioned "outside" the table was 2 euros while the minimum chip is still denominated at 5 euros. I contacted the company again via chat and I was told that they waited for an answer by NetEnt but they were not able to tell me when the answer will be received by them. I asked to be allowed to withdraw my money from novibet without been charged in the light of the above. The company's representatitive informed me that this is not allowed due to a new regulation regarding the combat against the financing of illegal activities. Even though I insisted to be refered to an official source or at least to be informed about the year and the number of the regulation neither of my queries were answered.

In the light of the above I request to be allowed to play at 2 euro denominations or to be allowed to withdraw my money without any charge.

posted on September 6, 2017.

Dear Mr NOVICER,

Thank you for sharing your experience and i would sincerely want to inform you that i have been aware of your useful comments since the 17th of August, when our contact was initially made to the customer support of our live casino product partner.
Due to the fact that the lobby of the live casino providers we co operate with is not created by our part, we could not interfere to the images of the live tables. However, we have been in a constant contact with our casino and live casino partner, popular for the worldwide credibility and we were advised that the coin size will be modified during a week right before your comment was published.

We are expecting for the resolution during the time frame that have been informed about and we would honestly be really happy in case you finally tried your luck in Novibet Casino. We apologize for the fact that you deposited without having enjoyed your time as your money has remained untouchable in your account for that long. Of course, we also apologize for the fact that you were informed about additional fees which would apply to a potential withdrawal and i can assure you that you are able to ask for your money back with no charges at all.

I remain at your disposal and I apologize once again.

Kind regards,
Faye Makri

novicer Greece
posted on September 6, 2017.

I am happy for your timely reply. I will wait for the modification of the coin size. If everything goes as planned you can bet meeting me at your tables.

Kind regards

posted on September 7, 2017.

Dear NOVICER,

We are waiting for the resolution! We will let you know as soon as this issue is finally completed.

Thank you once again for your understanding!

Kind regards,
Faye Makri

AskGamblers
posted on September 11, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Novibet Casino management will soon jump in with an update on this complaint.

posted on September 14, 2017.

Dear NOVICER, hi!

I would like to inform you that the minimum bet has just been modified to 1€ and the placement of a 2€ bet is feasible in the NetEnt live blackjack tables.

Thank you once again for your patience and welcome to our casino!

Kind regards,
Faye Makri

novicer Greece
posted on September 16, 2017.

Well,

I am happy to see that the issue is finally resolved!

Kind regards

AskGamblers
posted on September 16, 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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