Novibet Casino BR - Player reports abusive practices and delayed account closure.

Dear rafaelmarq977,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Novibet Casino BR.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please provide the self-exclusion email that was sent to the casino. Kindly forward it to katarina.d@casino.guru.
• Can you currently access your player's account, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, Catarina,

I've already sent the full report to the email address you provided, including videos, audio and screenshots of the emails exchanged with Novibet br casino.

If you need any additional information, I'm happy to help.

Thank you for your support and I look forward to hearing from you.

Sincerely,

Dear rafaelmarq977,

thank you for your message and email.

Do I understand correctly that your account is now closed?

Could you kindly forward the emails you had with casino in the email format rather than the screenshots, please? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear Katarina,

I would like to inform you that the email I forwarded is the main document sent by Novibet, dated September 12, 2024, in which they confirm the closure of my account on the basis of permanent self-exclusion due to responsible gambling (forever).

I believe that it clearly summarizes the seriousness of the situation. The other emails are complementary, but have already been sent as catches previously. If necessary, I can resend them in their original format.

Thank you again for your attention.

Sincerely,

Dear rafaelmarq977,

thank you for your message and email.

Do you have an access to your deposit history? Could you kindly share it to my email katarina.d@casino.guru?

Can you still access your account, please?

If not, when was it closed, please?

Looking forward to your reply,

Katarina

Dear rafaelmarq977,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, katarina.

I would like to inform you that the deposit slips have already been sent via the website, as requested.

In addition, a complete dossier has been forwarded with several screen recordings, in which it is clear that I am asking for help in the face of a critical situation of emotional and psychological vulnerability. Even so, the site chose to completely ignore these signs, allowing me to continue playing even though I was clearly out of control.

I reinforce the observation made in the complaint published on Casino Guru: the house was aware of the situation.

I remain at your disposal for any further clarification.

Thank you very much, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello rafaelmarq977, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Novibet Casino BR to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I am trying one last attempt to get a response from the casino representative. I will post an update tomorrow.

Dear Vidal19,

I have really tried to contact the casino repeatedly via all the available avenues, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Ombudsman (https://www.gov.br/fazenda/pt-br/canais_atendimento/fale-conosco) or the Brazilian Ministry of Finance and submit a complaint with them. The casino has official Brazilian license, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/br/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It is recommended to have a friend or a family member to set the password instead of you, for maximum protection.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej