Novibet Casino - Ο λογαριασμός του παίκτη έχει αποκλειστεί.

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.

Έχοντας καινούριο λογαριασμό στη συγκεκριμένη εταιρεία και μην κάνοντας απολύτως τίποτα παράνομο και μεμπτό ξαφνικά μου έκλεισαν το λογαριασμό χωρίς να μου εξηγήσουν το λόγο και εδώ και 2 χρόνια δεν μου απαντάνε και δε μου λένε γιατί. Το μοναδικό που μπορώ να φανταστώ είναι ότι επειδή είχε φτιάξει και η κοπέλα μου λογαριασμό και παίζαμε από το ίδιο σπίτι μήπως με κατέταξαν στην κατηγορία των διπλών λογαριασμών διότι έκλεισαν και το δικό της αλλά πραγματικά είναι τελείως απαράδεκτο γιατί ούτε αντικρουόμενα γεγονότα παίξαμε ουδεμ΄ία φορά, αντιθέτως συνήθως ποντάραμε στα ίδια γεγονότα κάποιες φορές και γενικά ο καθένας πόνταρε στα δικά του. Απαγορεύεται δηλαδή να παίζουν 2 διαφορετικοί λογαριασμοί στο ίδιο σπίτι?Σε άλλες εταιρείες δεν είχα κανένα τέτοιο θέμα ποτέ!Ευχαριστώ για το χρόνο σας.

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

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.

Καλησπέρα και σας ευχαριστώ για την άμεση ανταπόκριση. Η επαλήθευση KYC είχε ολοκληρωθεί επιτυχώς καθώς επίσης και η τραπεζική κάρτα συναλλαγών. Τα κέρδη συγκεντρώθηκαν με ενεργό bonus και συγκεκριμένα το bonus πρώτης κατάθεσης του οποίου το τζιράρισμα έγινε εντός των χρονικών περιθωρίων χωρίς κανένα πρόβλημα. Η επικοινωνία που είχα με το casino πάνω από 20 φορές έγινε μέσω live επικοινωνίας με εκπρόσωπο οπότε δεν έχω αρχείο να σας προωθήσω, αλλά κάθε φορά απαντάνε το ίδιο πράγμα ¨"Η περίπτωσή σας βρίσκεται υπό διερεύνηση και θα ενημερωθείτε με σχετικό email", μπορώ να επικοινωνήσω ξανά και να σας στείλω φωτογραφία αλλά ξέρω την απάντηση από τώρα είναι αυτή που σας προανέφερα. Εδώ και 2 χρόνια και παίρνω κάθε φορά την ίδια απάντηση αλλά καμία σχετική ενημέρωση για το θέμα μου.

Με εκτίμηση.

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?

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.

Ευχαριστώ και εγώ για την απάντησή σας.

Αυτό ήταν το ποσό όταν έκλεισε ο λογαριασμός μου ξαφνικά χωρίς καμία επεξήγηση.

Ενδεχομένως να ήταν και 1000 γιατί είχα ανοιχτά στοιχήματα.

Αυτό που με θλίβει για τη συγκεκριμένη εταιρεία και φυσικά θα προβώ σε όλες τις νόμιμες διαδικασίες διεκδίκησης των δικαιωμάτων μου είναι ότι έχουν περάσει σχεδόν 2 χρόνια και δε μου απαντάνε ακόμα για ποιο λόγο έγινε όλο αυτό.

Ευχαριστώ για το χρόνο σας.

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.

Να επισημάνω επίσης ότι ο λογαριασμός της κοπέλας μου δημιουργήθηκε από διαφορετικό IP και συγκεκριμένα στο σπίτι της το οποίο βρίσκεται σε διαφορετική πόλη και ενώ όσο παίζαμε και οι 2 ο καθένας από το δικό του σπίτι δεν υπήρχε κανένα απολύτως πρόβλημα, για κάποιο διάστημα περίπου 5 ημερών στο οποίο τη φιλοξενούσα και παίζαμε μαζί, εκεί ήταν που αποκλείστηκε ο λογαριασμός μου ξαφνικά, μόνο αυτό μπορώ να φανταστώ.

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.

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.

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.

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.

Δεν πρόκειται να απαντήσουν, είναι απατεώνες και κλέφτες ήμουν σίγουρος ότι η καταγγελία θα περάσει ως ανεπίλυτη και απορώ πως ανεχόμαστε τέτοιες συμπεριφορές από εταιρείες στις οποίες αφήνουμε τα λεφτά μας.

Θα κάνω καταγγελία και στον IBAS.

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.

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.

Kαλημέρα και ευχαριστ΄ώ ξανά για το χρόνο σας.

Δεν έχω κάνει ακόμα κάποια ενέργεια περίμενα μήπως και απαντ΄ήσουν αλλά δεν απαντάνε εδώ και 2 χρόνια οι απατεώνες της novibet τώρα θα απαντούσαν?

Μπορείτε να μου δώσετε οποιαδήποτε συμβουλή για την καταγγελία στον IBAS?

Σας ευχαριστώ.

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.

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.

Yπέβαλα το παράπονο όπως μου υποδείξατε. Τώρα περιμένουμε απάντηση από την MGA?

Πραγματικά είναι αδιανόητο μια εταιρία να λειτουργεί έτσι, με το έτσι θέλω να κλείνει λογαριασμούς και να μην απαντάει καν για ποιο λόγο. Εγώ θα τους κυνηγήσω μέχρι τέλους γιατί δε με νοιάζουν τα λεφτά που μου έκλεψαν αλλά το γεγονός ότι συμπεριφέρονται έτσι και δεν μου δίνουν ούτε μία εξήγηση.

Ευχαριστώ για το χρόνο σας.

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.

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

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.

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.