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Novibet Casino - My casino account has been deactivated for 4 months

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Declined payment
tOMYAM United Kingdom
Posted on October 19, 2021

Greetings, my name is Tommy. Betting company Novibet sent me a message on June 15, 2021 that it has deactivated my account without explanation, they asked me to send them a photo with some documents.

On June 16, 2021 I sent them all the necessary documents and waited for their response.

On June 17 I got a message that my account is deactivated again and I have to wait for a full check!

It has been 4 months and as soon as I write them an e-mail to find out how things are, they tell me that verification is still in progress and will soon be ready, they say to be patient.

As for me, the company just stole my money without explaining any reasons!


I want my money back!

Posted on October 19, 2021

Dear TOMYAM,

We have investigated your case thoroughly and as you have already been informed accordingly, the winnings have been removed. While registering to our website, you accepted our terms and conditions but your account has now been permanently deactivated due to violating our general terms 2.7.

Terms: https:­­­/­/­w­­w­­w.n­­­o­v­­­ib­­e­t.c­­­o.u­­­­k/­­i­n­­fo­­­/­ge­­­ne­­r­­a­l­-­­­pro­­­m­o­t­­i­­on­­­s-­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.

AskGamblers
Posted on October 19, 2021

Dear Novibet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

tOMYAM United Kingdom
Posted on October 20, 2021

wow????
you deigned to reply, although when I wrote to you personally, you answered me: ( we're still checking blah, blah, blah).
I'm waiting for proof of your accusation, because the account under the nickname TOMYAM in the casino was opened for the first time!
Before I started betting I went through a check and uploaded the documents, you approved them and said I could participate in the betting.

AskGamblers
Posted on October 20, 2021

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Novibet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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