Novibet Casino - Player's dissatisfied with bonus conditions.

I would like to make a complaint regarding the bonus funds that Novibet added to my account.

I deposited 10 euros, and due to a 100% bonus my account balance became 20 euros. Plus, I had an additional 1 euro, so my total balance was 21 euros.

I logged into the Aviator to play, and the bonus funds were available in the game, allowing me to play with them.

At some point, due to careless play, I lost my 11 euros, and was left playing with the bonus funds.

Two days later, my bonus balance fluctuated quite a bit, ranging from 0.20 cents to 10 euros, then dropping to 0.50 cents, only to increase again to 5, then 8, and then 10 euros again. I managed to increase the amount from zero many times, until at one point, of the 8 euros I held, only 2.83 euros were bonus funds and 6 euros were withdrawable.

At another point, when my balance reached 10 euros, all 10 euros were marked as bonus money and zero was withdrawable.

I contacted live chat support to find out what was happening, and to understand the breakdown of my bonus funds. The representative said that the matter would be forwarded to the technical department and I would be updated soon.

After a short while, I received an email that said the following:

"We would like to inform you that you will need to meet the turnover requirements of the next deposit offer in order to make the whole amount withdrawable.

Activity on Aviator does not count towards fulfilling the offer's requirements, according to the terms of the offer.

We remain at your disposal!"

I responded by asking, "If Aviator doesn't participate in the offer, why were my bonus funds displayed in my account, and why wasn't I playing just with my own money?"

I still haven't received a response to my question, and my account balance appears to consist only of bonus money.

Dear karkalisotiria,

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 clarify which bonus you activated?
• How much funds do you currently have in your casino account? If possible, please post a screenshot of your balance here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can 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

novibet keeps insisting that I have to bet 400 euros on games other than Aviator

I emailed you my chats and screenshot

Thank you for your reply, karkalisotiria. Please understand that if you received a bonus and you played a game that doesn't contribute to the bonus wagering (which Aviator doesn't as per the Bonus T&Cs), of course, you cannot complete the wagering requirements. Therefore the bonus balance is still there and you completed 0% of the wagering requirements. This is usually enforced on the software level and the wagering counting is done automatically by the system. The first €10 was most likely exhausted because it was the money you deposited.

I can only suggest that you follow the casino's instructions and complete the wagering requirements on another game.

Please, let me know if there is anything else I can help you with or if I have overlooked something, otherwise, I will be forced to close this complaint. Thank you for your understanding.

I get the same answer as the casino and I ask you too, since the Aviator does not participate in the bonuses I received, why do they appear when I log in to play and the money I win is added to the bonus money?

That is, if I win 100 thousand euros, I will have 100 thousand bonus money and zero betting?

I should log in and have 0 balance and no winnings in the non-participating game and bonus money being made

I believe that both the casino and I explained the issue and offered a solution. I am afraid that there is not much we can do at this point.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.