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Novibet - account deactivated

Ruling

Found for the Player - Despite our repeated efforts to contact Novibet to discuss this issue we have received no response whatsoever from the operator.

Read our Novibet Casino Review.

Player's Complaint

I joined up to Novibet a few weeks ago and did their deposit match offer and came away with a balance of 430.78. I tried to withdraw a few days later and they asked me for further documents to which I complied with and supplied them. After they had received these they instantly deactivated my account with no reason, stating they had to do a security check but that there was no timeframe under which this would be completed. I contacted them on live chat repeatedly for updates but just got copy and pasted replies of "please be patient". It has been over a week now and I have no way of resolving this by myself.

Read the casino review

5 Responses

ThePOGG
January 29, 2020

Hi account deactivated - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ecomouse100295
February 9, 2020

Hi ThePOGG

Have you heard anything yet?

Thanks,

Ecomouse

ThePOGG
February 18, 2020

Hi ecomouse100295,

Novibet inform us that they contacted you directly about this issue. Are you happy with the outcome?

Thanks,

ThePOGG

ecomouse100295
February 18, 2020

Hi ThePOGG

No, not at all. They replied with the following:

Dear Ecomouse1002,

Following your case up, we would like to inform you that the investigation of your account has been completed. Security department concluded that there has been a serious breach of our General Promotions Terms and your account has been closed permanently (term 2.4).

The outcome of the investigation has shown that there has been a breach of General Promotions Term#14, and in particular:

"Moving from low weighted or unweighted games (in the context of contribution to wagering requirements) to a high weighted game after large wins for the purpose of clearing wagering requirements;" as your qualifying for the Casino Bonus first deposit was placed in Sportsbook and only the bonus in Casino. As a result, the bonus amount and the winnings have been removed.

In addition your second deposit of 10 gbp have been returned to your card **9671 and you will receive the amount in 1-3 working days.

Kindly consider this as the final decision of Novibet and according to promotional term #17 & #21, in the event of a dispute, all decisions made by the Company will be final.

For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7!

Kind regards,

Novibet Support

1. My first deposit was used to get the casino bonus, so how/why could this have been deposited into sportsbook? I therefore believe I should be refunded my whole deposit of 260 and not 10 pounds (at the very least).

2. I would like for them to provide proof to you that I have done what they are claiming I have done? Their explanation does not make any sense, grammatically or literally. I did not intentionally move between stakes to clear the wagering.

Thanks

Ecomouse100295

ThePOGG
February 25, 2020

Hi Ecomouse100295,

Sadly Novibet have informed us that they will not cooperate with this service in the management of player complaints any further.

All we can suggest is that you take your complaint to the operator's ADR service IBAS.

Sorry we could not be of further help.

ThePOGG

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Agreement

ecomouse100295 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Novibet
  • United Kingdom Gambling Commission
  • Novigroup Limited

January 29, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.