Novibet Casino - The player's account has been closed.

Dear damianos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Let me ask you a few more question before we would try to contact the casino. Did your wife make any deposit into the casino? Who's account was created first? Was your account verified when you requested for withdrawal?

Please also note that this is a really specific case as we mostly reject cases like these when there are 2 family members playing in the same casino as it is forbidden in almost every casino to create multiple accounts from same household or same IP address. However, the casino terms are written a little differently and there isn't mentioned any household or same IP - only that 1 person can't own multiple accounts.

Looking forward to your answer and please send me through every additional proof or communication between you and the casino to nikolas.b@casino.guru

Dear damianos,

If you and your wife both claimed any bonus or free spins, the casino's decision is fair. If one of you wouldn't claim any bonus it would be a different situation. If you really both claimed bonuses, then this term applied:

"All of our Company’s bonuses/promotions are limited to one per person, family, household address, e-mail address, phone number, IP address, same payment account number (e.g. debit or credit card, etc.), same device (smartphone or tablet) and shared computer, e.g. school, public library or workplace. The Company reserves the right to determine whether it believes different accounts are connected to the same person, using whatever methods it deems appropriate."

Could you please confirm if you and your wife both used bonuses or not? If yes, unfortunately, there isn't anything we will be able to do as you breached the casino terms. Looking forward to your answer.

Best regards,

Nick

Dear damianos,

If you and your wife both claimed any bonus or free spins, the casino's decision is fair. If one of you wouldn't claim any bonus it would be a different situation. If you really both claimed bonuses, then this term applied:

"All of our Company’s bonuses/promotions are limited to one per person, family, household address, e-mail address, phone number, IP address, same payment account number (e.g. debit or credit card, etc.), same device (smartphone or tablet) and shared computer, e.g. school, public library or workplace. The Company reserves the right to determine whether it believes different accounts are connected to the same person, using whatever methods it deems appropriate."

Could you please confirm if you and your wife both used bonuses or not? If yes, unfortunately, there isn't anything we will be able to do as you breached the casino terms. Looking forward to your answer.

Best regards,

Nick

Dear damianos,

If you and your wife both claimed any bonus or free spins, the casino's decision is fair. If one of you wouldn't claim any bonus it would be a different situation. If you really both claimed bonuses, then this term applied:

"All of our Company’s bonuses/promotions are limited to one per person, family, household address, e-mail address, phone number, IP address, same payment account number (e.g. debit or credit card, etc.), same device (smartphone or tablet) and shared computer, e.g. school, public library or workplace. The Company reserves the right to determine whether it believes different accounts are connected to the same person, using whatever methods it deems appropriate."

Could you please confirm if you and your wife both used bonuses or not? If yes, unfortunately, there isn't anything we will be able to do as you breached the casino terms. Looking forward to your answer.

Best regards,

Nick

Καλημέρα φίλε μου. Δυστυχώς έτσι έγινε όπως περιέγραψα και στο παραπάνω μνμ και η γυναίκα μου χρησιμοποιούσε δωρεάν περιστροφές για να ξεκινήσει έτσι στην εταιρεία αλλά δεν πέρασε από το μυαλό μου τέτοιο πράγμα γιατί όπως προείπα δεν έχει κάνει ταυτοποίηση λογαριασμού και δεν μας αφήνουν να αποδείξουμε ότι μας κατηγορούν για λάθος λόγο...αλλά φαίνεται έχουν και άλλα παραθυράκια να κάνουν τις "δουλειές" τους... σίγουρα δεν υπάρχει κάτι που μπορώ να κάνω?

Dear damianos,

Unfortunately the fact that your wife used a bonus changed the whole situation and based on that you broke the casino terms. The only chance would be if the casino would be so generous and would pay you out. Otherwise there isn't anything we are able to do in this case. We also can't punish the casino doesn't matter what will be their decision from now on as your doing was clearly againts the casino terms. Is there anything else we might be able to help you with? If no, the complaint will be closed.

Όχι ευχαριστώ για το χρόνο

The complaint will be now closed for the above mentioned reason.