The player from Greece was unable to withdraw funds from his account, which had recently been deactivated without clear reason after he made successful bets. He found that his previous withdrawal requests had been deleted and was notified that his account was closed for violating terms, despite having lost without issue in the past. He reported the matter to the relevant authority and was primarily focused on recovering his €600. The Complaints Team attempted to resolve the issue by contacting the casino for evidence regarding the alleged violations but received no response. Consequently, the complaint was marked as "unresolved," and the player was advised to follow up with the relevant authority for further assistance.
Novibet Casino GR - Player’s account has been closed without explanation.
Black points: 222
Amount: €600
Novibet Casino GR
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Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
1 month ago
Public
Public
3 months ago
Translation
Good evening, for a few days now they haven't let me make a withdrawal from my account, while withdrawal requests were being processed normally a few days ago. While I had contacted the employees that the issue would be resolved, one day I log into the account and see that the withdrawal requests have been deleted and that it's as if I never made them, but the money has returned to the account balance. Then I call an employee and ask about the issue and he assures me that it will be resolved. After just a few minutes I try to log in and it says it is deactivated. After many phone calls and communication with the company because they didn't send me anything for information, they send me an email saying that I have violated some terms and that's why they closed it and kept all the money in it... the account had €600 and they kept it all. While I was losing it was fine, but as soon as I won some bets, they suddenly deactivated the account.... What can I say, the company is really stealing from its players and I also reported it to the competent agency, the EEEP, which I have not yet received a response to the conclusion, but I do not expect anything to happen... what I care about is getting my money back and nothing else.
Automatic translation:
Public
PR Assistant
Public
3 months ago
Hello Delos03,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Novibet Casino GR. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- Did you play sports betting only?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
3 months ago
Translation
Good evening Nick and thank you for your interest, my account was identified normally and I had withdrawals made but after some winnings I had and I tried to withdraw them again with my own money as I did not use bonuses except when I made the account at the beginning some free spins. Last time I spoke was about the status of my account as it was closed without hesitation and reason and after a few hours they informed me that I violated some of their terms which say that I had multiple accounts which is not true. But now that I looked it up more maybe my friends were connecting to my home WiFi when they came to my house. I learned this now as I asked them and I did not know before this happened. I can not tell them anything or not to enter from this WiFi as you understand.
Automatic translation:
Public
PR Assistant
Public
3 months ago
Hello Delos03,
Can you please advise if your friend has ever accessed his account from any of your device?
Additionally, please forward the communication between you and the casino related to this case to [email protected] for further review.
Awaiting your response.
Regards,
Nick
Public
Public
3 months ago
Translation
No, he didn't have access to my device, only his own. I don't know what he did exactly, but I believe the money should be returned to me as it was my deposits and not a bonus or anything else from the casino.
Automatic translation:
Public
PR Assistant
Public
3 months ago
Thank you Delos03 for all the information provided so far. As we need to gather further evidence from the casino, your complaint will be now forwarded to my colleague Michal ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Complaint Specialist
Public
3 months ago
Hello Delos03,
I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.
We would like to invite Novibet Casino GR to join the conversation.
Dear Novibet Casino GR,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at [email protected]
Public
Complaint Specialist
Public
3 months ago
We would like to ask the 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 may negatively affect its rating.
Public
Complaint Specialist
Public
2 months ago
We would like to give this case more time to get resolved. We are extending the timer for an additional 7 days.
If the casino fails to respond or provide the evidence in the set time frame, we will be forced to close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.
Public
Complaint Specialist
Public
2 months ago
Dear Delos03,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side, despite allowing them an extended timeframe. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The only recommendation I could give at this point is to file a complaint with the EEEP, which you have already done.
Please let me know how the EEEP responded at [email protected] or if they were able to help you.
I truly regret that I couldn't assist you further this time.
Best regards,
Michal
Casino Guru
