Novibet Casino - Player's account closed due to suspected rules violation.

Novibet closed my account with 16292,00 BRL there

They are saying I broke some rules 2.7, 2.8, 13, 14 and 17.

I read all of them and it makes no sense.

Firstly, all the money I have on my account is related to my DEPOSIT MONEY, there is no relation with any bonus. I received a bonus when i created my account and lost everything. Then I deposited again and made these profits.

Secondly, there is no multiple accounts. I sent all my personal documents and verified it (id, adress and selfie holding my id). The money was deposited from my personal bank account and I asked a withdrawal for my personal bank account as well.

I always accessed from my personal mobile phone.

The only exception was when I visited my friend Alisson and asked his permission to place a bet using his internet because my 4G signal was weak. It happened just ONE time.

Novibet closed my account and closed his account as well. There is no relation between my account and his, besides the fact that we are friends.

So because ONE time in life I accessed my account from a friend´s house they will consider it as multiple accounts? The bets he placed are not the same I did.

I understand there are rules related to multiple accounts and bonus abuse, but its cleary not the case.

All my balance has no relation with bonus. I can send all my documents, payments sheets proofing the money came from my personal account and what else you need.

Its an absurd to close my account just because of it. If there were bonus involved, ok. But there is no bonus.

I hope you can help me to solve that, thanks

Dear freitasdiova,

Thank you very much for submitting your complaint. 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 advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi Petronela, thanks for your reply

1) how long ago you registered your account and if you’ve completed the account verification successfully?

I opened my account 3 months ago and it was verified (id and proof of adress). I have an email from Novibet, dated from 7th april, stating it.

Just when I requested a withdrawal, on 23th June, they asked for a selfie holding my id, which I sent and was verified as well.

2) Which games you’ve been playing (live casino games, slots, or sports betting)?

Just sports betting

3) Were your winnings accumulated with or without an active bonus, please?

I received a sign up bonus in April and I lost everything in April as well.

Then, I made another deposit in May (at least 3 weeks after my balance was zero).

So, all my winnings accumulated were without any bonus, all came from real money.

Thank you very much, freitasdiova, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.