Novibet Casino BR - Player’s promotion spins not credited.

On some weekends, Novibet sends an email offer where you can win up to 150 free spins by betting from Friday until Sunday at 8:59 PM.

By betting R$100 on PRAGMATIC games, you get 50 free spins.

By betting R$200, you get 100 free spins.

By betting R$300, you get 150 free spins, which are credited the following Monday.

I’ve never had a problem with this offer; everything always went smoothly over several weekends.

But this past weekend, I bet more than R$100, which is the minimum requirement, and received nothing.

I checked my betting history, reviewed all my bets, gathered all the betting IDs, along with the amounts, times, and dates, and I am absolutely sure I should have received at least 100 spins because I bet over R$200 within the specified days and times of the offer.

When I contacted the casino, which only offers email support and no live chat, I explained the situation.

The response I received was as follows, and I'll copy and paste it exactly as it was given to me:

"Our responsible team informed that there wasn’t the necessary activity to receive the promotion; our team performs a complete analysis of the situation, and there wasn’t the necessary activity."

Afterwards, they said I wasn’t on the list of people who received the promotional email and that I clicked to participate after I had already placed my bets.

I clicked to participate as soon as I received the email on Friday.

The amount in question is not large, but being cheated out of any amount is infuriating.

Dear poivon,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Novibet Casino BR.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the promotion is offered to you repeatedly? When was the last time you received an email with this promotion?
• Is there a way for you to confirm whether a particular promotion is active on your account or not?
• Could you please forward the email with the promotion you tried to activate on Friday, and one previous promotional email from the casino as well? My email is tomas@casino.guru

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,

Tomas

Dear poivon,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.