The player from Germany had the account blocked and withdrawal suspended without further explanation.
Novibet Casino - Player’s account has been blocked.
Black points: 180
Amount: €10
Novibet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
Justified complaint
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I successfully implemented a no deposit bonus and then asked for € 390 to be paid out.
Since my KYC verification was still pending, I immediately provided the casino with all the necessary documents. Then my player account was successfully KYC verified in less than 12 hours. However, since my payout was not carried out after two more days, I wrote the live chat to ask what the problem was. In response, I was told everything was in progress and I should get an answer today! I received the answer shortly afterwards by email that my player account was frozen, all winnings were canceled and as soon as I withdrew my credit it was blocked. As a reason I was repeatedly copied a passage from the general terms and conditions and bonus conditions, in which all offenses were listed that justify a refusal to pay out the winnings, but nothing of the kind applies to me and the explicit reason was never given to me either !!!
Since then, the live chat has stopped responding and my credit of € 10 is not paid out either! The support only wrote me an email that I had to debit my credit myself and harassed me to no end. Since this casino has set a minimum withdrawal amount of € 20, I can neither instruct it nor can I deposit another € 10 because my account has been frozen! I can only log in and either move to my account area or contact the live chat, which still welcomes me but neither answers nor processes my concerns! I feel totally ripped off and badly treated by this casino! In addition, there is chicanery by being told that I "can" pick up my credit and refuse to give me support on the pretext of stealing my money!
This casino does not adhere to its own rules and arbitrarily subjects players to disregard bonuses and terms and conditions. Without presenting any solid evidence.
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3 years ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Hello,
Thank you very much for forwarding all the relevant communication between you and the casino. Could you please advise if you and your mother share the same IP/home address or device? Do I understand correctly that your mother has an active account in the same casino?
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3 years ago
I have checked general terms and conditions, and this is what I found https://www.novibet.fi/en/casino/promotions:
"The offers of Novibet are intended for entertaining gaming and Novibet is committed to restricting the right of customers to participate in all or parts of the offer. All customer offers are limited to one per person, family, home address, IP address, e-mail address, phone number, same payment account (e.g., debit or credit card) and a computer shared, for example. Public Library or Work space. The Company reserves the right to withdraw the availability of any offer or all offers to any customer or group of customers at any time."
Could you please forward a link of the specific No Deposit bonus that you have redeemed? I would like to check its particular rules. Looking forward to hearing from you.
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3 years ago
Translation
Here is the link to the monthly free spins offer that made my profit.
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3 years ago
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This is the case that I suspected, but it must also be regulated by law that the player is given the opportunity to rebut this assumption and prove the opposite?
In addition, it must also be differentiated whether all suspected multiple accounts have accepted the offer or only one of the suspected double accounts!
Since the casino would theoretically allow any user who makes a profit through this offer to be arbitrarily suspected of criminal activity and thus not have to comply with his payout obligation and could bypass compliance with the legal obligations of the supervisory authority!
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3 years ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.
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3 years ago
Hello Casinoditector.
I am sorry to hear about your troubles. I am afraid in this situation, the best would be to invite the casino representative into the case.
I hope he can tell us more about what happened.
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3 years ago
Translation
Of course the casino manager will not contact you! Since, as already known, there are no internal rules for responding to complaints!
And so my case would be just one of many when it comes to Novibet's unresolved casino complaints!
I don't understand why this casino has a Malta license even though they don't adhere to their own terms and conditions ??! ?? There must be someone I can turn to who can monitor or verify this casino and its compliance!
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3 years ago
The casino representative contacted me via Skype. They are gathering the evidence necessary for solving the case. Please be patient.
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3 years ago
We would like to ask the Novibet 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’
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3 years ago
Translation
Of course nobody answers!
And my € 10 that I deposited there and can't withdraw, I won't get back from the casino either! Since the minimum payout there is € 20!
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3 years ago
The casino representative confirmed that the account was closed because of multi-accounts. I asked him for a solution about how you can get the remaining €10 from your account.
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3 years ago
Translation
I'm sorry but this arbitrary method of the casino doesn't leave me alone !!
I would like to once again disclose the reasons given to me by the support website, why my account was blocked:
Dear BinGOLD,
We would like to inform you that your account will remain open until you withdraw your remaining balance through Trustly.
Once your withdrawal is complete, your account will be permanently deactivated due to the following conditions:
We expressly do not allow our customers to:
~ Act on behalf of another person or third party.
~ Deposit money from criminal activity.
~ To deposit money through a card that a customer is not authorized to use, or knowingly receive money from that card in any other way, in order to do so in consultation with a third party.
Using your player account or that of a third party in any way for money laundering or other illegal purposes.
Using VPNs, proxy servers, Tor browsers, IP blockers, or any type of software or service used to tamper with or obscure their location. This is strictly prohibited and Novibet reserves the right to close accounts, void any pending bets and refund any deposits made minus any withdrawals if we believe a customer is using such a method.
NONE OF THESE REASONS CAN BE INTENDED TO THE REASONS OF THE CASINO REPRESENTATIVE!
So what is the reason for wrongdoing on my part ???
I would also like to ask the representative to match the account number of my deposit method with the cardholder!
In addition, as you can see above, there is again arbitrary action by allowing me to withdraw the remaining amount from my player account, although it is not possible at all, below an amount of € 20!
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3 years ago
Dear Casinoditector.
I am afraid that we can only help you to get your €10 back. Regarding the account closure, because of GDPR, the casino cannot share with us detailed information about your case.
However, I can recommend you to submit your complaint to IBAS. They are the official casino mediator so, their decision is binding for the casino.
From casino terms:
14.2 All Customers have the right to seek External Resolution of Disputes by an external ADR. The Independent Betting Adjudication Service (www.ibas-uk.com) will act as the ADR for Logflex MT Limited in respect of all players and not in its capacity as a regulator. The ADR can be contacted by email at adjudication@ibas-uk.co.uk
Please let me know if you decide to submit a complaint to IBAS. In such a case, we will close the complaint with status waiting for the decision of regulator and wait until they decide. Then we close the complaint accordingly.
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3 years ago
Because the Novibet casino sent us their statement by email and explained the situation and because Casinoditector didn't respond, we decided to lower the case value to €10, which are still in his account.
Casinoditector has an option to contact a good regulator, therefore, in this case, he can get justice and we instructed him how to do it.
However, we believe that the casino should find a way how to pay the player the remaining balance, and so far they failed in this.
