The player from Greece has been blocked wihtout further explanation. The casino failed to respond to the complaint and we have advised the player to contact the casino's regulatory body. Player stopped responding to our question therefore the complaint was rejected.
Novibet Casino - Player's account has been blocked.
Amount: €900
Novibet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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2 years ago
Translation
Having a new account in the specific company and doing absolutely nothing illegal and reprehensible, they suddenly closed my account without explaining the reason and for the past 2 years they have not answered me and have not told me why. The only thing I can imagine is that because my girlfriend had made an account and we were playing from the same house, maybe they put me in the category of double accounts because they closed hers, but it is really completely unacceptable because we never played conflicting events. , on the contrary we usually bet on the same events sometimes and generally everyone bet on their own. In other words, it is forbidden to play 2 different accounts in the same house? In other companies I have never had such an issue! Thank you for your time.
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2 years ago
Dear civilara7,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus? Could you please advise whether you passed the KYC verification before the casino closed your account?
Have you tried discussing this issue with the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
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Good evening and thank you for the prompt response. KYC verification was completed as well as the transaction bank card. The winnings were collected with an active bonus and specifically the first deposit bonus whose turnover took place within the time margins without any problems. The communication I had with the casino more than 20 times was done through live communication with a representative so I do not have a file to forward you, but each time they answer the same thing ¨ "Your case is under investigation and you will be informed by email", I can I will contact you again and send you a photo but I know the answer from now on is the one I mentioned above. For 2 years now I get the same answer every time but no relevant information on my subject.
Yours sincerely.
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2 years ago
Thank you very much civilara7 for your reply. Could you please clarify the dispute value of €900? Is this the amount of money you had in the account when the casino blocked you?
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2 years ago
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Thanks too for your answer.
This was the amount when my account was suddenly closed without any explanation.
Maybe it was 1000 because I had open bets.
What saddens me about this company and of course I will proceed with all the legal procedures for claiming my rights is that almost 2 years have passed and they still do not answer me why all this happened.
Thank you for your time.
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2 years ago
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I should also point out that my girlfriend's account was created from a different IP and specifically in her house which is located in a different city and while we were both playing each one from his own house there was absolutely no problem, for a period of about 5 days in which I hosted her and we played together, that was where my account was suddenly blocked, that's all I can imagine.
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2 years ago
Thank you very much civilara7 for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello civilara7!
I will take care of your complaint from now on. I would like to invite representatives of Novibet Casino into this complaint in order to help us resolve the issue.
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2 years ago
We would like to ask 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’, which will have a negative impact on the casino's rating.
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2 years ago
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They are not going to answer, they are swindlers and thieves I was sure that the complaint will go unresolved and I wonder how we tolerate such behavior from companies to which we leave our money.
I will also complain to IBAS.
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2 years ago
Dear civilara7,
Unfortunately, the casino haven't managed to respond to this complaint. Usually according to our procedure, we close complaints as unresolved in this kind of situation. However, since this casino is licensed by MGA and you have already expressed your willingness to contact IBAS in order to proceed with the resolution of your issue, I would like to ask you, have you already contacted the aforementioned entity? Please, let us know.
Looking forward for your reply.
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2 years ago
Translation
Good morning and thank you again for your time.
I have not done any action yet, I was waiting for them to answer but they have not answered for 2 years, the novibet swindlers would now answer?
Can you give me any advice on reporting to IBAS?
Thank you.
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2 years ago
Hello there civilara7,
I have done a little bit of research when it comes to an official complaint policy of Novibet Casino. As we already know, the casino is licensed by MGA license and there are possibilities for players to make a complaint to respective Alternative Dispute Resolution (ADR) entities approved by the license. However, I have discovered that players from Greece are not supported by IBAS, which is one of the approved ADR. The second one is supposed to be ODR, which I found quite confusing to navigate towards opening a dispute. With that being said, I would like to recommend for you to raise your complaint directly to MGA, as it is also a possibility. Here is the link, where you will be able to submit your complaint: https://www.mga.org.mt/support/online-gaming-support/.
Please let me know, once you'll submit your complaint.
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2 years ago
Translation
I submitted the complaint as you indicated to me. Now we are waiting for an answer from MGA;
It is really unthinkable for a company to operate like this, with this I want to close accounts and not even answer why. I will chase them until the end because I do not care about the money they stole from me but the fact that they behave like that and do not give me a single explanation.
Thank you for your time.
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2 years ago
Hello civilara7!
Thank you for providing me with updates on the situation. As per your last reply, I would like to advise to follow the instructions you have received from MGA.
We will now close the complaint as unresolved, until there will be any decision provided by the relevant entity. I would like to ask you to keep us updated once there will be any progress in the resolution process. Please contact me via my email address: martin.d@casino.guru.
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1 year ago
Dear civilara7,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.c@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Peter
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1 year ago
Dear civilara7,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."
The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.
