HomeComplaintsNovibet Casino - Player suspects unfair practices with account.

Novibet Casino - Player suspects unfair practices with account.

Amount: €3,000

Novibet Casino
Submitted: 26 Jan 2025 | Case closed : 09 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Greece expressed concern over not winning any games after depositing over 3,000 euros in the past year, suspecting alterations to her account. She had also not received any loyalty bonuses despite her numerous deposits and felt compelled to investigate further. The Complaints Team informed her that a case could not be made solely based on her claims, as luck varied in casino games. After extending the response time, the player failed to reply, leading to the rejection of the complaint due to insufficient evidence for further investigation.

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Translation

Good evening, my name is Katerina and for over a year I have deposited more than 3,000 euros without winning even once in any casino game! Whenever I deposit, there are no wins, and I believe that something has been altered in my account. For instance, if I deposit 10 euros, I do not even reach 10 euros and 50 cents! I have never received any loyalty bonus despite so many deposits, and this is not normal! I understand that these are games of chance and I'm not playing to get my money back, but there should be some returns, and I have been forced to look into filing a complaint because I am sure something is going on! I am sending a photo of just the last 6 months because I'm not allowed to include the whole year!

Automatic translation:
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Dear Carrleo,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Nick

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Dear Carrleo,

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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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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