The player from Brazil submits a formal complaint against Novibet for abusive practices during a period of psychological vulnerability, highlighting issues related to account reactivation, offering bonuses to vulnerable users, and technical faults in a specific game. The player requests a refund of approximately R$12,000.00 for losses incurred and an investigation into the casino's practices regarding responsible gaming.
Novibet Casino BR - Player reports abusive practices and delayed account closure.
Novibet Casino BR
Safety Index:HighSafety Index
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8.0
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Opened
Current status
Waiting for Casino Guru to reply
6d 20h 13m 27s
Case summary
3 hours ago
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear rafaelmarq977,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Novibet Casino BR.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please provide the self-exclusion email that was sent to the casino. Kindly forward it to [email protected].
- Can you currently access your player's account, please?
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,
Katarina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Advanced Novice
Public
3 weeks ago
Translation
Hello, Catarina,
I've already sent the full report to the email address you provided, including videos, audio and screenshots of the emails exchanged with Novibet br casino.
If you need any additional information, I'm happy to help.
Thank you for your support and I look forward to hearing from you.
Sincerely,
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear rafaelmarq977,
thank you for your message and email.
Do I understand correctly that your account is now closed?
Could you kindly forward the emails you had with casino in the email format rather than the screenshots, please? My email is [email protected].
Looking forward to your reply,
Katarina
Public
Advanced Novice
Public
2 weeks ago
Translation
Dear Katarina,
I would like to inform you that the email I forwarded is the main document sent by Novibet, dated September 12, 2024, in which they confirm the closure of my account on the basis of permanent self-exclusion due to responsible gambling (forever).
I believe that it clearly summarizes the seriousness of the situation. The other emails are complementary, but have already been sent as catches previously. If necessary, I can resend them in their original format.
Thank you again for your attention.
Sincerely,
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear rafaelmarq977,
thank you for your message and email.
Do you have an access to your deposit history? Could you kindly share it to my email [email protected]?
Can you still access your account, please?
If not, when was it closed, please?
Looking forward to your reply,
Katarina
Public
Casino Analyst & Complaint Specialist
Public
6 days ago
Dear rafaelmarq977,
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.
Casino Guru is examining the case
