Novibet Casino - Finanční prostředky hráče zabaveny po stížnosti.

I had 118 thousand in my account but I couldn't withdraw because the balances were different. I placed a complaint with the casino, but when they escalated it to the relevant department, the money disappeared, and the support team isn't providing a solution.

Tenía en mi cuenta 118 mil pero no podía retirar xq los saldos era diferente y coloque la queja en el casino pero al ellos escalar al departamento correspondiente el dinero desapareció y lo de soporte no me dan solución

Dear ronaldsosaa0012,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your account balance and withdrawal at the casino.

To better understand and assist you with your complaint, could you please provide us with more detailed information on the following points:

• Can you specify the dates when you noticed the balance discrepancy and when you initially attempted the withdrawal?
• What were the balances showing in your account before and after the discrepancy occurred?
• When you placed the complaint with the casino, did they provide any specific information or reference number for your case?
• Have you received any communication from the casino’s support team or relevant department after the money disappeared? If so, please share the details of their response.
• Could you provide any relevant communication or evidence, such as emails or screenshots, showing your interactions with the casino’s support team?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

My balance reached 60 thousand and I thought I could withdraw 30 thousand but I never got a bonus or anything... which I continued playing and my balance went up to 118 thousand and I thought I could withdraw 60 which I contacted support again and They told me that they escalated my complaint to the corresponding department, which I logged out of the app, I never received the email with said response, so I logged back in and my balance was not there. My problem occurred on July 4 and my balance disappeared on July 5. July

Mi saldo llegó hasta 60 mil y me reflejo q podía retirar 30 mil pero yo nunca obtuve un bono o algo .. el cual segui jugando y mi saldo subió a 118 mil y me reflejo retirar 60 el cual me puse en contacto nuevamente con soporte y ellos me dijeron q escalaron mi queja an departamento correspondiente el cual me salí de la app nunca me llegó el correo con dicha respuesta entonces volví a entrar y mi saldo no estaba mi problema ocurrió el dia 4 de julio y mi saldo desapareció el día 5 de julio

The casino, supposedly the support one, did not give me any solution. I was going to contact me by email and I did not receive any response.

No me dado ninguna solución el casino supuestamente el de soporte me Hiba a contactar x correo y no me ha llegado ninguna respuesta

Good evening, today I contacted support again and I inform you that I have not received any email with a solution

Buenas noches hoy me volví a colocar en contacto con soporte i le informo que no me ha llegado ningún correo con una solución

I just received an email telling me that the following

Me acaba de llegar un correo diciéndome que lo siguiente

Hi ronaldsosaa0012,

• Could you please specify which games you played (slots, live casino games, or sports betting)?
• Could you forward your full game history in one comprehensive file to petronela.k@casino.guru?

Thank you.

I have not had a response from the casino or here

No he tenido respuesta ni del casino ni x aca

Hi ronaldsosaa0012,

• Could you please request your full game history directly from the casino and forward it to petronela.k@casino.guru at your earliest convenience?

Thank you.

Dear ronaldsosaa0012,

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.

The casino has not given me any movement nor has the casino responded nor has the support left me on notice

No me ha dado ningún movimiento ni me respondió el casino ni soporte me deja en visto

Thank you very much, ronaldsosaa0012, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Novibet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

To date the casino has not given me a solution and now I deposit to play and I have not had any winnings since I filed the claim

Hasta la fecha no me da solución el casino y ahora depósito para jugar y no he tenido ninguna ganancia desde q metí el reclamo

Hello, ronaldsosaa0012,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, do you have any proof that your account balance was at any point of $118,000? In addition, I can see on one of your screenshots (if the translation is correct) that your balance was $60,000, but the withdrawable funds are only $30,000. Therefore, I have a few questions to clarify the situation.

• Do you have any proof of your balance of $118,000, and if so, can you share it here or send it to my email (branislav.b@casino.guru)?
• Did you use any bonus on your account? I do not mean that like whether your winnings were won with a bonus, but whether you, anytime before, used a bonus on your account.
• If you used any bonus - is it possible that there could be any unfinished rounds/features that you played with a bonus and not finished, or that some of your winnings were won with real money, but by finishing unfinished rounds from games you left there while you played with a bonus, so they were collected after the bonus was lost, with subsequent real money deposit(s)?
• Did you fully wager your deposit(s) within the casino's AML rules?
• What games or types of games did you play at the casino, and from what type of games did you accumulate your disputed winnings? Did you play only slots or also other types of games (sports betting/live casino/multiplayer/...)?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Novibet Casino team,

Could you please look into the player's issue and explain the situation in more detail? Where did his winnings go? Was anything of his winnings confiscated? What could cause the alleged difference in balances?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

In that game my balance appears to be 166 thousand which I continued playing and my balance decreases to 118 thousand which I left the casino when I re-entered the balance was not there

en ese juego me aparece 166 mil de saldo el cual segui jugando y mi saldo disminuye hasta 118 mil el cual me salí del casino cuando volví a entrar el saldo no estaba

Please look at my previous post once again and answer all the questions, ronaldsosaa0012.

I didn't get any bonus, all my bet was on that game but when I exited and re-entered the balance disappeared

No obtuve ningún bono todo mi apuesta era en ese juego pero al salir y volver a entrar el saldo desapareció

Alright, although you have not answered all my questions, let's rather wait for the casino's response and clarification.

Thank you for your patience and understanding.

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.

As I have seen, I have lost that money because a lot of time has passed and neither of the two parties have given me a solution.

X lo visto doy x perdido ese dinero xq ya pasó mucho tiempo y no me dan solución x ninguna de las dos partes

Hello, ronaldsosaa0012,

Extending the timer for the casino by another 7 days. I managed to connect with the casino representative, but he stopped responding. Therefore, I am providing the casino with an extra 7 days to respond. It is possible they did not know about the complaint during the first timer (the first 7 days).

Once I have any news or updates regarding the matter outside the thread, I will share it here.

Thank you for your patience and understanding. Let's wait for the casino to reply if they do at all.

The casino has not responded to me regarding my claim.

No me ha respondido nada x mi reclamo el casino

Dear ronaldsosaa0012,

I have tried to contact the casino repeatedly but had no success. Unfortunately, the only casino representative who replied to me before stopped responding, so I was not provided with anything relevant regarding the matter. I am afraid there is not much that can be achieved without cooperation from its side. Therefore, I will mark the complaint as "unresolved" in our system. I understand this is not 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.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/products-services/alternative-dispute-resolution or complaints@ecogra.org) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/ or support.mga@mga.org.mt).

In case of any questions or news from the ADR or regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru