Novibet Casino GR - Player’s winnings have been voided and account blocked.

They close my account and keep my money.. They said about 2.7 and 2.8 rule of their company but that's not true. I am playing in this casino since 2018..they didn't even tell me the reason they just send me some rules numbers and that they will keep my profit..common thieves

Dear Odysseas,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Were the following rules used to cancel your winnings https://www.novibet.gr/en/info/tnc:

"2.7 Customers are allowed to open only one account. The opening of multiple accounts is forbidden. If we have a reasonable suspicion that one of our customers has opened or operates multiple accounts on our site, we reserve the right in our sole discretion to freeze such customer's account or close it immediately, while the customer will waive all profits. Customers should also note that it is at the discretion of the company not to refund the original deposits. Customers will also be liable to the company for damages and expenses incurred as a result of fraud.

2.8 We specifically do not permit our customers to do any of the following:

To act on behalf of another person or third party.

To deposit money originating from criminal activity.

To deposit money through a credit card which a customer is not authorized to use, or knowingly receiving money from such card on in any other manner colluding with a third party to so do.

To use in any manner whatsoever their player account or that of third parties for money laundering or any other illegal purpose.

To use VPN's, Proxy servers, Tor Browsers, IP blockers or any type of software or service used to manipulate or obfuscate their location. This is strictly prohibited and Novibet reserves the right to close any accounts, void any open bets and refund any deposits made minus any withdrawals, if we believe that a customer is utilising such a method."

Could you please advise if you have accumulated our winnings with or without an active bonus?

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

Best regards,

Petronela

Οχι δεν είχα κάποιο μπόνους.. Είχα λογαριασμό στην συγκεκριμένη εταιρία από το 2018 με πολλες καταθέσεις και πολλες αναλήψεις... Από την στιγμή που ξεκίνησα να έχω κέρδος στην εταιρία εκεί πουβοι αναλήψεις γίνονταν πολυ γρήγορα ξεκίνησαν να τις καθυστερουν υπερβολικά και μετά από καιρό έγινε αυτό το περιστατικο. Δεν έχω παραβιασει κανέναν όρο.

Thank you very much, Odysseas, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Odysseas.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Odysseas.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru