The player from Mexico reported ethical issues with the casino, stating that despite having requested self-exclusion due to gambling problems, the casino continued to contact him to encourage him to reopen his account. He deposited around 50,000 pesos during that time and sought a refund of at least 25,000 pesos, highlighting the casino's lack of respect for his situation. The Complaints Team attempted to mediate but ultimately marked the complaint as "unresolved" due to the casino's lack of cooperation. The player was advised to contact the relevant regulatory authority to escalate the matter.
Novibet Casino MX - Player seeks refund after account self-exclusion ignored.
Unresolved
Our verdict
No reaction
Black points: 608
Amount: Mex$25,000
Novibet Casino MX
Safety Index:Above averageCase summary
Discussion
Sensitive attachment
Sensitive attachment
5 months ago
Translation
I have been playing at this casino for some time, where due to gambling problems I lost everything I had, when I finally plucked up the courage and asked to self-exclude from the platform, they did not respect my decision and kept calling me on the phone to convince me to reopen my account with promises of bonuses and incentives to keep playing, I have deposited around 50 thousand pesos since I requested the closure of my account until now, I would like to obtain a refund of at least 25,000 Mexican pesos due to the lack of ethics and seriousness of the casino, for taking advantage of the vulnerability of a sick person, on many occasions I requested the closure of my account which most of the time was ignored and when they did they looked for me to convince me to return, today looking at the emails again you can see a clear lack of morals on the part of the casino, because in the emails you can read my desperation and anguish, to which they remained indifferent, I add evidence of such behavior.
I can attach more evidence if necessary.
Automatic translation:
Public
Public
5 months ago
Dear raulrmz357,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Have you mentioned gambling addiction as the reason for your account closure request in any of your communications with the casino?
Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
5 months ago
Translation
Ready, I sent what you asked me by mail.
Automatic translation:
Public
Public
5 months ago
Thank you for your email.
Unfortunately, we are only able to assist with refund requests in cases where players explicitly state that they are suffering from gambling addiction and ask to be self-excluded—but the casino fails to close their account. Without such evidence, we cannot ask the casino to join the resolution of this complaint or request a refund for not protecting a vulnerable player.
At this point, the most we can do is guide you on how to write a proper self-exclusion request—if your account is still accessible.
Would you be interested in that?
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Here I explicitly told them to close my account for addiction reasons and they still ignored me.
Automatic translation:
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Also, as you can see in this image, when you go to manage your account, the option to flag problems with the game never appears, and I know they do this on purpose to get around legal loopholes.
Automatic translation:
Public
Public
4 months ago
Please forward me the entire email conversation between you and the casino after you asked to close your account due to gambling addiction at [email protected]. Has the casino responded to this message? I will need the entire emails, not just screenshots.
Public
Public
4 months ago
Translation
Ready, I sent an email, I didn't receive a response from the casino.
Automatic translation:
Public
Public
4 months ago
Translation
Is there any news regarding my issue? I really need your response. 😓
Automatic translation:
Public
Public
4 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
4 months ago
Hello raulrmz357, 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 MX 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 [email protected].
Thank you for your patience and cooperation in advance.
Public
Public
4 months ago
I would like to thank both raulrmz357 and Novibet Casino MX for provided information via e-mail. I have requested additional information from the casino. Once received, I will have the whole picture and post an update in this thread, to keep everyone updated about the current situation.
Public
Public
4 months ago
Since the casino is communicating via e-mails, I will be resetting the timer, as I have requested additional information from the support team.
Public
Public
4 months ago
Translation
Novibet took advantage of my gambling addiction to enrich itself, even though I tried to reach an agreement with the casino and abided by its terms and conditions. However, the casino's behavior is absolutely unethical and disrespectful, acting as if my gambling addiction didn't exist and they didn't know what I was doing.
The reality is that gambling addiction is a real problem affecting millions of people. Research shows that 95% of people who request self-exclusion do so due to problem gambling, and this occurs after hitting rock bottom and as a suicide prevention measure. And yet, the casino convinced me to open my account despite knowing that gambling addiction is a real problem.
Literature on gambling addiction describes how the sense of the value of money is lost, and the idea of winning becomes obsessive. Gambling can cause legal, family, and social problems, and can lead to suicide, delinquency, or the loss of relationships. In my case, gambling addiction has dominated my life, and I have lost control of my impulses.
The cycle of gambling addiction is a process that consists of several phases:
- A trigger, which can be internal or external, causes someone to return to gambling after a period of abstinence.
- The urge to gamble develops after experiencing the trigger, and it becomes increasingly difficult to resist.
- The gambling episode can result in either winnings or losses, and it is common for the affected person to continue gambling to recover from the losses or try to win even more.
- The game phase ends when time or money runs out, but the cycle can start again at any time.
It's unacceptable that Novibet ignores these factors and profits from the vulnerability of people addicted to gambling. I demand that measures be taken to address this situation and that I be provided with a fair solution.
Why, despite my intentions to reach an agreement, did they tell me they wouldn't refund me anything? It's really not fair.
Automatic translation:
Public
Public
4 months ago
The casino representative has sent me an e-mail saying something along the lines of "the decision has been made, thank you". I have requested any kind of evidence or explanation. If we don't hear back or no evidence is presented, I am afraid this case will end up as unresolved. Hopefully the casino representative will be willing to speak and cooperate.
Public
Public
4 months ago
Translation
They don't want to cooperate, they're unethical, I really hope they can put up a warning, I know I'm not the only one in this situation with this particular casino.
Automatic translation:
Public
Public
4 months ago
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.
Public
Public
3 months ago
Translation
And in style, time is up and the casino doesn't receive any penalty, there are no consequences, how sad that they only made me waste my time
Automatic translation:
Public
Public
3 months ago
Dear raulrmz357,
I have tried to contact the casino repeatedly via e-mails and Teams, 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, once the automated, weekly recalculation happens. 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 Dirección General de Juegos y Sorteos Mexico and submit a complaint with them. To do this, please click this link (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Quejas) and follow the instructions. To speed up the processing, please do not forget to mention that the license holder is company named: COMERCIAL DE JUEGOS DE LA FRONTERA, S. A. DE C. V. 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 [email protected]. I am really sorry I could not be of more help on this occasion. :(
Best regards,
Matej
