Novibet Casino - Pelaajan voitot mitätöidään.

Dear Ηρακλής,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify which bonus you have activated or been activated inside your account? Did you receive any explanation of which exact rule has been breached and why your withdrawal has been cancelled?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good evening I did not activate any bonus, they gave me 10 free free spins which gave 3.48 euros. Then I made 1010 with bets and slots. From the first euro he wrote a withdrawal.

Καλησπέρα δεν ενεργοποίησα κάποιο μπόνους, 10 δωρεάν φρι σπιν μου έδωσαν τα οποία έδωσαν 3.48 ευρώ. Στην συνέχεια με στοιχήματα και φρουτάκια τα έκανα 1010. Απ' το πρώτο ευρώ έγραφε αναληψημα.

I have also asked twice for the details of my movements from the first and all euros to the last and they have not taken any action, they tell me that they will forward it to the appropriate department.

Επίσης έχω ζητήσει 2 φορές την αναλυτική των κινήσεων μου απ'το πρώτο κι όλας ευρώ μέχρι το τελευταίο και δεν έχουν προβεί σε καμία ενέργεια, μου λένε ότι θα το προωθήσουν στο ανάλογο τμήμα.

Thank you, Ηρακλής, for your reply. Do I understand correctly that your winnings have been accumulated from Free Spins solely? Have you deposited any funds into your account?

Yes, I deposited 10 euros which were returned to my account.

Ναι κατέθεσα 10 ευρώ τα οποία μου τα επέστρεψαν πίσω στο λογαριασμό μου.

Were those €10 deposited to verify your payment method after requesting a withdrawal?

First I verified and deposited 10 euros and then I asked for a withdrawal

Πρώτα επαλήθευσα και κατέθεσα 10 ευρώ και μετά ζήτησα ανάληψη

Is this the promotion that you have activated?

https://www.novibet.gr/en/casino/promotions

Yes of course, to emphasize again that the amount is withdrawn and in the live chat I was told that I can withdraw the money normally

Ναι βεβαίως, να σας ξανατονισω ότι το ποσό είναι αναληψημο και στο live chat μου είπαν ότι μπορώ να κάνω κανονικά ανάληψη τα χρήματα

Have you redeemed any Free/No Deposit bonuses from this casino in the past and have you been informed about the maximum cashout that would apply to this specific promotional offer?

No no it was never the first time I entered the casino without any bonuses. Only with 10 free.

Όχι όχι ποτέ ήταν η πρώτη φορά που μπήκα στο καζίνο χωρίς κανένα μπόνους. Μόνο με τα 10 δωρεάν.

Have you been informed about the maximum cashout that would apply to this specific promotional offer?

Yes there is no redemption limit. It says nothing anywhere

Ναι δεν υπάρχει όριο εξαργύρωσης. Δεν αναφέρει πουθενά τίποτα

Thank you very much, Ηρακλής, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much

Ευχαριστώ πολύ

Hello Ηρακλής.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case. Would you please explain to us what exactly happened?

We would like to ask the Novibet 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’.

Hello Ηρακλής.

We managed to connect with the casino via Skype, and they are working on your case. Please be patient.

Yes of course

Ναι βεβαίως

We are extending the timer by 7 days. We are still in communication with the casino representative via Skype.

Hello Ηρακλής.

I am extending the timer for another seven days - we are waiting for the report from one of the casino's teams. I am sorry that it takes so long.

Hello Ηρακλής.

After discussing the case with the casino representative, we dealt that the casino would provide us with the necessary proof on Tuesday. Please be patient till then.

Of course I wait

Βεβαίως περιμένω

Hello Ηρακλής

The casino showed us the evidence from which it is clear that you created more than one account and used them to play a free registration bonus. In this case, the casino has a right to void the winnings.

I want to see the data too because something like this does not apply. That is, because I have been excluded, no one around me can play?

Θέλω να δω κι εγώ τα στοιχεία γιατί κάτι τέτοιο δεν ισχύει. Επειδή δηλαδή έχω κάνει αποκλεισμό εγώ δεν μπορεί να παίξει κανένας γύρω μου;

Regarding your case and the proofs:

I understand that you would like to see proof from the casino, but here is the reason why this is not possible:

Unfortunately, not every player plays by the rules. Some players are knowingly engaging in activity that is not only prohibited by terms and conditions but potentially illegal, falling under the typical definitions of fraud.

These players know before submitting a complaint that they’ve breached the rules and are simply hoping that the operator will not have enough evidence to convince a third party that they have broken terms.

If we show the evidence from the casino to these players, then the next time they will be more sophisticated, and for the casino, it will be much harder to catch them.

Because of that, the casinos or we cannot share any of the evidence (same as the regulator) 

We rejected your case because the casino presented sufficient evidence about your multiple accounts. However, you can still submit your complaint to the regulator. (but the regulator will not show you any data, only the decision)

The evidence, in this case, was pretty straightforward.

That is, when I deposit, they normally take the money and even if I play with fraud as they say, if I lost 1010 euros, should they return it to me? All in favor of companies but it does not matter I learned a good lesson to never deal again with online platforms that steal their customers. Put that solved and thank you for the lesson you gave me.

Δηλαδή όταν καταθέτω τα παίρνουν κανονικά τα λεφτά κι αν παίζω με απάτη όπως λένε, αν έχανα 1010 ευρώ θα έπρεπε να μου τα επιστρέψουν πίσω; Όλα υπέρ των εταιρειών αλλά δεν πειράζει πήρα ένα καλό μάθημα να μην ξαναασχοληθω ποτέ με διαδικτυακες πλατφόρμες που κλέβουν τους πελάτες τους. Βάλτο ότι επιλύθηκε και ευχαριστώ για το μάθημα που μου δώσατε.

Dear Ηρακλής.

If a player made multiple times registration free spins and finally won, then continue with this money and win even more. It doesn't matter that the amount of money from free spins was already wagered. The origin of the money is from fraud. 

Unfortunatelly in your case, we can't help you. Please, next time, take the free spins only once.

We are rejecting this case.