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Novibet Casino - Won't pay me my winnings, not responding to emails

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
hollyc81 United Kingdom
Posted on March 12, 2019

I deposited £250 and received £250 casino bonus, i checked the terms carefully to ensure i 'followed the rules'. I was lucky enough to go on to win £9250! Im a single mum of one so as you can imagine this is a lot of money to me. Novibet asked for documents from me which i summitted and they confirmed were verified, however when i went to withdraw my money i received an email saying my account has been deactivated and is under review. They havent responded to any of my emails since that on 9th february and i have no idea why they arent paying me.

AskGamblers
Posted on March 13, 2019

Dear all,

Please be informed that because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to handle your case accordingly. We expect the issues to be handled by March 19th and until then your case will remain with status 'Open'. Until further notice, AskGamblers Complaints Team is kindly requesting you to refrain from further posting to your complaint. As soon as AGCCS is back to normal operational state, you will be informed immediately.

Please accept our sincere apologies for all the inconveniences caused and thank you for understanding.

Posted on March 18, 2019

Dear HOLLYC81,

I would like to thank you for sharing your experience in Novibet and i honestly apologize for your negative comments.

While the response to your official complaint is still pending, i can confirm that as soon as the investigation of your case is completed, you will be immediately informed via an email by our support department.

I remain at your disposal and apologize once again!

Kind regards,
Faye Makri

hollyc81 United Kingdom
Posted on March 21, 2019

What investigation? Surely you could at least reply to my emails or give me some idea of the problem. I cant think what on earth you are investigating? It seems you 'investigate' lots of people when you don't want to pay them, the amount of bad reviews about Novibet not paying is very concerning and i only wish id read those first. Id advise anyone thinking of joining Novibet not to bother, whats the point if they don't pay anyway? As a customer i cant believe the level of customer care, everything was fine until i actually tried to withdraw and then they just say, no we are investigating, that's the last you hear, they stop replying to you and keep your money. How long do these mysterious investigations take? My account has been verified since 1st February.
Scary how many people have experienced this-
https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/no­vib­et-­cas­ino­-wo­n-t­-pa­y-w­inn­ing­s-o­r-r­eop­en-­account
https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/no­vib­et-­cas­ino­-de­lay­ed-­pay­men­t-o­f-e­ur5-172
https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/no­vib­et-­cas­ino­-de­lay­ed-­pay­men­t-o­f-e­ur5-172

AskGamblers
Posted on March 22, 2019

Dear all,

Please be informed that the internal issues we have been experiencing with the AskGamblers Casino Complaints Service /AGCCS/ system have been successfully resolved and it is now back to normal operational state.

AskGamblers
Posted on March 26, 2019

Dear Novibet Casino,

Please let us know if there's some update regarding this case.

AskGamblers
Posted on June 9, 2020

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Novibet Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on June 9, 2020

Dear HOLLYC81,

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

2.7 Customers are only allowed to open one account. The 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 utilizing such a method.

Kind regards,
The Novibet Team

AskGamblers
Posted on June 9, 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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