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Good evening, for a few days now they haven't let me make a withdrawal from my account, while withdrawal requests were being processed normally a few days ago. While I had contacted the employees that the issue would be resolved, one day I log into the account and see that the withdrawal requests have been deleted and that it's as if I never made them, but the money has returned to the account balance. Then I call an employee and ask about the issue and he assures me that it will be resolved. After just a few minutes I try to log in and it says it is deactivated. After many phone calls and communication with the company because they didn't send me anything for information, they send me an email saying that I have violated some terms and that's why they closed it and kept all the money in it... the account had €600 and they kept it all. While I was losing it was fine, but as soon as I won some bets, they suddenly deactivated the account.... What can I say, the company is really stealing from its players and I also reported it to the competent agency, the EEEP, which I have not yet received a response to the conclusion, but I do not expect anything to happen... what I care about is getting my money back and nothing else.

Καλησπέρα , εδώ και κάτι μέρες δεν με άφηναν να κάνω ανάληψη από τον λογαριασμό μου ενώ τα αιτήματα ανάληψης γίνονταν κανονικά πριν λίγες μέρες . Ενώ είχα επικοινωνήσει με τους υπαλλήλους ότι θα λυθεί το ζήτημα , μπαίνω μια μέρα στον λογαριασμό και βλέπω ότι τα αιτήματα ανάληψης έχουν διαγραφεί και ότι είναι σαν να μην τα έκανα ποτέ αλλά τα λεφτά επέστρεψαν στο υπόλοιπο του λογαριασμού . Στην συνέχεια καλώ έναν υπάλληλο και ρωτάω για το θέμα και με διαβεβαιώνει ότι θα λυθεί . Μετά από μόλις λίγα λεπτά προσπαθώ να μπω και λέει είναι απενεργοποιημένος . Μετά από πολλά τηλέφωνα και επικοινωνία με την εταιρία επειδή δεν μου έστειλαν κάτι για ενημέρωση μου στέλνουν ένα email που λέει ότι έχω παραβίαση κάποιους όρους και για αυτό μου το έκλεισαν και κράτησαν όλα τα λεφτά που είχε μέσα … ο λογαριασμός είχε 600€ και τα κράτησαν όλα . Όσο έχανα ήταν καλά αλλά με το που κέρδισα κάποια στοιχήματα ξαφνικά που απενεργοποίησαν τον λογαριασμό …. Τι να πω πραγματικά ή εταιρία κλέβει τους παίχτες τις και επίσης έκανα αναφορά στην αρμόδια υπηρεσία την ΕΕΕΠ που δεν έχω λάβει ακόμη απάντηση για το συμπέρασμα αλλά δεν περιμένω να γίνει και κάτι … εμένα αυτό που με νοιάζει είναι να μου επιστρέψουν τα χρήματα μόνο και τίποτα άλλο .

Hello Delos03,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Novibet Casino GR. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• Did you play sports betting only?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening Nick and thank you for your interest, my account was identified normally and I had withdrawals made but after some winnings I had and I tried to withdraw them again with my own money as I did not use bonuses except when I made the account at the beginning some free spins. Last time I spoke was about the status of my account as it was closed without hesitation and reason and after a few hours they informed me that I violated some of their terms which say that I had multiple accounts which is not true. But now that I looked it up more maybe my friends were connecting to my home WiFi when they came to my house. I learned this now as I asked them and I did not know before this happened. I can not tell them anything or not to enter from this WiFi as you understand.

Καλησπέρα Nick και ευχαριστώ για το ενδιαφέρον σου, ο λογαριασμός μου είδε ταυτοποιηθεί κανονικά και μου είχαν γίνει κάρτες αναλήψεις όμως μετά από κάποια κέρδη που είχα και προσπάθησα να τα ξαναδώ ανάληψη με τα δικά μου όμως λεφτά καθώς δεν χρησιμοποίησα μπόνους παρά μόνο όταν έκανα τον λογαριασμό στην αρχή κάποια free spins. Τελευταία φορά που μίλησα ήταν γι την κατάσταση του λογαριασμού μου καθώς έκλεισε χωρίς πτοηδοποηση και αιτία και μετά από κάποιες ώρες με ενημέρωσαν ότι παραβοασα κάποιους όρους τους που λένε ότι είχα πολλαπλούς λογαριασμούς κάτι που δεν ισχύει. Αλλά τώρα που το έψαξα παραπάνω ίσως συνδέονταν φίλοι μου με το WiFi του σπιτιού μου όταν ερχόντουσαν στο σπίτι μου . Αυτό το έμαθα τώρα καθώς τους ρώτησα και δεν το ήξερα πριν γίνει αυτό . Δεν μπορώ να τους πω τίποτα ή μην μπαινεται από αυτό το WiFi όπως καταλαβαίνετε .

Hello Delos03,

Can you please advise if your friend has ever accessed his account from any of your device?

Additionally, please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

No, he didn't have access to my device, only his own. I don't know what he did exactly, but I believe the money should be returned to me as it was my deposits and not a bonus or anything else from the casino.

Οχι δεν είχε πρόσβαση στην συσκευή μου παρά μόνο στην δική του , δεν ξέρω τι έκανε ακριβώς πάντως πιστεύω ότι τα χρήματα πρέπει να μου επιστραφούν καθώς ήταν δικές μου καταθέσεις και όχι bonus ή κάτι άλλο από το καζίνο.

Thank you Delos03 for all the information provided so far. As we need to gather further evidence from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Delos03,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Novibet Casino GR to join the conversation.

Dear Novibet Casino GR,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

We would like to give this case more time to get resolved. We are extending the timer for an additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced to close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear Delos03,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side, despite allowing them an extended timeframe. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The only recommendation I could give at this point is to file a complaint with the EEEP, which you have already done.

Please let me know how the EEEP responded at michal.k@casino.guru or if they were able to help you.

I truly regret that I couldn't assist you further this time.

Best regards,

Michal

Casino Guru