Hello, I made an account at the novibet casino, I accepted a promotion and I won $72 with that money I was playing and I won a total of $4900, since I had not verified my account I sent my documents to be able to process a withdrawal, at hrs I received an email that my account had been frozen because according to them the date of birth that I registered did not match the one on my credential (I am 100% sure that I put my date correctly when registering), I contacted them by email to see how I could solve that They told me that in a few hours they would give me answers and that if they did not activate my account again they would withdraw the money I had earned. Today I received another email saying that my account had been permanently blocked and my earnings they would be lost. To me I think that this casino blocks accounts when a player has a good profit

Hola, hice una cuenta en el casino novibet, acepte una promoción y gane $72 con ese dinero estuve jugando y gane un total de $4900, cómo no había verificado mi cuenta mandé mis documentos para poder procesar un retiro, a las hrs me llegó un email que mi cuenta había si do congelada por qué según ellos la fecha de nacimiento que registre no coincidía con la de mi credencial (estoy 100% segura que puse mi fecha bien al registrarme) , me comunique con ellos por email para ver cómo podría solucionar eso me dijeron que en unas horas me darían respuestas y que en caso de que no volvieran a activar mi cuenta me harían un retiro del dinero que había ganado, el día de hoy recibí otro correo diciendo que mi cuenta había si do bloqueado permanentemente y mis ganancias se perderían. A mí ver pienso que este casino bloquea cuentas cuando un jugador tiene buenas ganancias

Dear aleexitha0,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I reviewed the casino terms and conditions https://www.novibet.mx/info/tnc and I found this:

·  2.7  It is mandatory for clients when registering with us:

·   Register with a correct date of birth.

We reserve the right to immediately close any account if the information provided is found to be inaccurate or insufficient.

Do you have a screenshot from your casino profile where you entered the correct date of birth?

Thank you in advance for your reply.

Best regards,

Tomas

No, I don't have photos, but apparently they can't confirm that my date of birth is wrong either, since they didn't want to show me the date that I have in the account according to them

No no tengo fotos, pero al parecer ellos tampoco pueden confirmarme que mi fecha de nacimiento está mal ya que no me han querido mostrar la fecha que tengo en la cuenta según ellos

Thanks for your reply,

Did the casino indicate any other errors in your personal information? Would you be able to forward the communication between you and the casino to [email protected]?

I'll look forward to your reply.

Dear aleexitha0,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.