The player from Mexico, along with his brother, had their accounts closed by Novibet, with his account having held 15,000 MXN. The player had asked for a solution to retrieve his funds, even if his account remained closed. The player had admitted to using the same device for both accounts, which was against the casino rules. We had advised him to contact the casino's licensing authorities to try and retrieve his balance. However, due to a lack of response from the player, we couldn't investigate further and had to reject the complaint.
Novibet Casino MX - Novibet casino has blocked player’s account containing funds.
Amount: Mex$15,000
Novibet Casino MX
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Good evening. A few days ago, Novibet closed my account with 15,000 MXN. The issue is that my brother also has an account there, and I decided to open one because I too enjoy betting. The situation is that they closed his account as well. Is there a way to resolve this and have my money returned to me? Even if they block my account after returning my money, I truly don't mind. I just really need that cash.
Automatic translation:
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11 months ago
Hello Jocelyne1208,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Novibet Casino MX. Please allow me to ask you a few more question before we would move forward.
Could you please advise if any of you were verified? Did you or your brother claimed any bonuses? Did you both ever play from the same device? Were you playing casino games or sports betting? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
My brother's was verified, and mine was in process but I had already withdrawn a couple of times before, neither of us claimed any bonus, sometimes I opened my account from my brother's cell phone since I wanted to bet but he had my mobile, it was only sports betting, I spoke about 2 days ago with the casino about why they closed my account but they told me that they were reviewing my account and I asked how long I should wait and they didn't give me a date, is there any way I can recover it?
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11 months ago
Hello Jocelyne1208,
Unfortunately, using a same device to log on different account is strictly against the casino rules. It is entirely up to them whether they refund any deposit or not but we can't enforce them to do so.
You can try to contact the casino's licensing authorities if you wish to try to retrieve your balance but there is no assurance that they will decide in your favor.
I would recommend to never play again from same device in any online casino neither claiming any bonuses in the same household (best not to play the same casino either) as accounts of you both will experience such issues.
Is there anything else we can assist you with?
