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Novibet Casino - Novibet closed my account after i tried to withdraw

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Account closure
Posted on August 21, 2020

Hello there i own a novibet account which is fully verified and operational with numerous deposits and a couple withdraws. After i tried to withdraw my money they sent me an email which asked me to send a couple of photos of my id next to my face and a proof that i am the owner of the mobile phone i used to register.

This occured on Aprir 23 and i gathered the needed documents and photos and sent them to them on 17 of May. The next day i received an email from the company telling me that "the account has been deactivated temporarily and that it is under research for security reasons". I waited 2 weeks and i contacted the company again via email to ask them what is going on with the investigation, only to receive their relpy telling me that "the procedure is time-consuming and they cannot tell me exactly when to expect the whole situation to end. Since then i have tried numerous times to contact them via their live chat and they keep telling me the same excuses such as "the procedure is time consuming" and "you cannot contact the responsible department to find any information about the situation and your only option is to wait" .

Its pretty absurd that it has been over almost 4 months for novibet support to check 3 photographs and from my perspective there isnt a whole lot more i can do. I have complied with everything they asked me to do and provided every single document they needed. If you need any more verification documents or any further information i am glad to provide them. I really hope you can help me get this sorted out, thanks a lot in advance.

AskGamblers
Posted on August 21, 2020

Dear @KostasDedi,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on August 21, 2020

Hello there and thank you for your fast reply. Sadly, because the account is deactivated i can't check the amount of money i tried to withdraw. On the bright side i just contacted the Novibet support and i asked them to tell me the exact ammount of money i tried to withdraw, only to receive the reply that "there is no active withdrawl aplly on your account". As far as i remember i tried to withdraw my whole bankroll of my Novibet account so i asked them how much money is inside the account and they replied to me that "the account contains 236.56 euros". If you need any other information or email proof i am very glad to provide them.

Posted on August 24, 2020

Dear Kostasdedi,

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, 2.8 and 14.

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.

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.

14. All of our Company’s bonuses and promotions are intended for recreational players only and we may limit the eligibility of players participate in all or part of any promotions/bonuses. We therefore expect that you will participate in all bonuses and promotions fairly, so that our other customers too may enjoy our services. We have set out below certain types of play which we consider to be unfair and which therefore may be in breach of these General Promotions Terms.

Using minimal risk wagering patterns (e.g. low risk wagering, zero risk wagering or equal betting patterns);
Two tier betting (where large bets are placed on high variance outcomes, before switching to normal variance outcomes to clear wagering requirements);
Placing contradictory or repetitive bets;
Placing the 100% of the bonus amount in a single bet;
Using multiple accounts to obtain more than the number of bonuses or free bets permitted for each customer;
Concealing your country of residence in order to access a promotion or bonus that is not available in your country of residence;
Colluding with other customers in order to take advantage of promotions or bonuses;
Stashing or similar wagering patterns (e.g. accumulate scatter symbols or in-play freespins to avoid wagering requirements);

As per out terms we proceeded to close your account.

17. Where you are in breach of any promotion terms, we may be entitled to cancel any bonuses or promotions applied to your account, reclaim any bonus element of such offers and either settle bets at the correct odds, void any free bets, void any bet funded by a bonus, or remove any subsequent winnings relating to a bonus / free bet.

Kind Regards,
The Novibet Team

AskGamblers
Posted on August 24, 2020

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 evidence 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.

Thanks in advance for your cooperation.

KostasDedi Greece
Posted on August 24, 2020

Hello there Novibet i am very glad that you finally told me the reason you closed my account and i owe a big thanks to AskGamblers team, because as it seems Novibet lied to me for the past 4 months telling me that "the account is still under investigation" in an attempt ,i guess, to discourage me looking into the situation. There is literally no proof of me violating the 2.7 and 2.8 of Terms and Conditions and if someone takes a look in the Novibet Complaints section, man can clearly see that this company accuses almost everyone for violating those 2 terms, fact that makes me very suspicious of the manner you are treating your customers. Last but not least i have read the 14th Term and i cannot understand why i am violating the term as i am a very recreational player chasing every offer possible in order to chase my losses and make some money back from the free bets or spins that i won. Finally from my point of view it is very sad to realise that when someone loses money on Novibet its all good between the company and the customer and you provide a top tier support and help but when someone starts making some money you turn against him and try to steal his earnings. Its devastating to me that you treated me and other customers in that way and if it wastn fot the AskGambler's team i would swim till now in an ocean of lies and missinformation.

Thanks again AskGambler's team.

AskGamblers
Posted on August 25, 2020

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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