Novibet Casino - Player’s account has been blocked.

Advanced Novice

Public

3 years ago

OriginalTranslation

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.

Ich habe einen no deposit bonus erfolgreich umsetzen können und hatte dann 390€ zur auszahlung beantragt.

Da meine KYC Verifizierung bis dahin noch ausstand, stellte ich dem casino gleich im Anschluss alle erforderlichen Dokumente zur Verfügung. Daraufhin war mein spieleraccount in weniger als 12 std erfolgreich KYC Verifiziert. Da jedoch meine Auszahlung nach zwei weiteren Tagen nicht ausgeführt wurde, schrieb ich dem live chat um nachzufragen, wo das problem läge. Als Antwort sagte man mir alles sei in Arbeit und ich sollte heute noch Antwort erhalten! Die Antwort erhielt ich dann auch kurz darauf per email, das mein Spieleraccount eingefrohren wurde, alle gewinne storniert und sobald ich mein Guthaben abgehoben habe, gesperrt wird. Als Begründung wurde mir immer wieder eine passage aus den agb und bonusbedingungen kopiert, worin alle vergehen aufgeführt waren, die eine weigerung der Gewinnauszahlung rechtfertigen, jedoch trifft nichts dergleichen auf mich zu und der explizite Grund wurde mir ebenfalls nie genannt!!!

Seitdem antwortet mir der live chat nicht mehr und mein Guthaben in Höhe von 10€ wird auch nicht ausgezahlt! Der Support schrieb mir nur per email, das ich mein Guthaben selbst abbuchen müsse und schikaniert mich bodenlos. Da dieses casino einen mindestbetrag von 20€ zur auszahlung festgelegt hat, kann ich es weder beauftragen, noch ist es mir möglich weitere 10€ einzuzahlen da mein Account ja eingefrohren wurde! Ich kann mich nur noch einloggen und mich entweder in meinem kontobereich bewegen oder den live chat kontaktieren, der mich zwar noch begrüßt aber meine anliegen weder beantwortet noch bearbeitet! Ich fühle mich von diesem casino, total abgezockt und schlecht behandelt! Ausserdem wird dort schikane betrieben indem man mir sagt, ich "könne" mein Guthaben abholen und mir den support mit vorwand verweigert, um mein Geld noch zu unterschlagen!!!

Dieses casino hält sich nicht an seine eigenen Vorschriften und unterstellt den spielern willkürlich die missachtung von bonus und Geschäftsbedingungen. Ohne handfeste Beweise vorzulegen.

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Complaints Team Lead

Public

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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Complaints Team Lead

Public

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?

Private

Advanced Novice

Private

3 years ago

OriginalTranslation

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Complaints Team Lead

Public

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.

Public

https://m.novibet.de/online-spiele/aktion/guess-the-slot

Advanced Novice

Public

3 years ago

OriginalTranslation

Here is the link to the monthly free spins offer that made my profit.

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Public

Advanced Novice

Public

3 years ago

OriginalTranslation

file

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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Complaints Team Lead

Public

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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Head of Data & Complaints

Public

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.

Public

Advanced Novice

Public

3 years ago

OriginalTranslation

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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Head of Data & Complaints

Public

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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Head of Data & Complaints

Public

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’

Public

Advanced Novice

Public

3 years ago

OriginalTranslation

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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Head of Data & Complaints

Public

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.

Private

Advanced Novice

Private

3 years ago

OriginalTranslation

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Advanced Novice

Public

3 years ago

OriginalTranslation

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!

Es tut mir leid aber diese willkürliche Methode, des casinos lassen mir keine Ruhe!!

Ich möchte nochmal die Gründe offenlegen, die mir aus Seiten des supports genannt worden, weshalb mein Account gesperrt wurde:

Lieber BinGOLD,

Wir möchten Sie darüber informieren, dass Ihr Konto so lange geöffnet bleibt, bis Sie Ihr verbleibendes Guthaben über Trustly abheben.

Sobald Ihre Auszahlung abgeschlossen ist, wird Ihr Konto aufgrund der folgenden Bedingungen dauerhaft deaktiviert:

Wir gestatten unseren Kunden ausdrücklich nicht, Folgendes zu tun:

~Im Namen einer anderen Person oder eines Dritten zu handeln.

~Geld aus kriminellen Aktivitäten einzahlen.

~Geld über eine Karte einzuzahlen, zu deren Verwendung ein Kunde nicht berechtigt ist, oder wissentlich Geld von dieser Karte auf andere Weise zu erhalten, um dies in Absprache mit einem Dritten zu tun.

Ihr Spielerkonto oder das von Dritten in irgendeiner Weise für Geldwäsche oder andere illegale Zwecke zu verwenden.

Verwendung von VPNs, Proxyservern, Tor-Browsern, IP-Blockern oder jeglicher Art von Software oder Dienst, die zur Manipulation oder Verschleierung ihres Standorts verwendet werden. Dies ist strengstens untersagt und Novibet behält sich das Recht vor, Konten zu schließen, offene Wetten für ungültig zu erklären und getätigte Einzahlungen abzüglich etwaiger Auszahlungen zurückzuerstatten, wenn wir der Ansicht sind, dass ein Kunde eine solche Methode anwendet.

KEINER DIESER GENANNTEN GRÜNDE, SCHLIEßT AUF DIE BEGRÜNDUNG DES CASINO VERTRETERS ZURÜCK!

Also welche Begründung schließt auf ein Fehlverhalten meinerseits zurück???

Ich möchte den Vertreter ausserdem bitten, die Kontonummer meiner einzahlungsmethode mit dem Karteninhaber anzugleichen!

Darüber hinaus wird (wie oben ersichtlich) wiedermal willkürlich gehandelt , indem man mir gestattet den restbetrag von meinem Spielerkonto abzuheben, wobei es ja garnicht machbar ist, unter einem Betrag von 20€!

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Head of Data & Complaints

Public

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.

Public

Head of Data & Complaints

Public

3 years ago

Hello Casinoditector.

Please, confirm that you contacted IBAS.

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