Novibet Casino GR - Das Spielerkonto wurde während der Überprüfung deaktiviert.

Good evening, I created an account with Novibet. I received the first deposit bonus and finished the wagering requirements as expected. I continued to play as I didn’t sign up just for the bonus. During my tenure as a player, I made a withdrawal of 400 Euros. They messaged me stating that in order to complete the withdrawal, I needed to send a photo of the card I used for depositing to verify my identity. I sent it and received a message that the identification was successful; however, they needed a photo of me holding my ID next to my face and a telephone bill with the registered number I provided. I was completely willing to send these documents. I took the photo and started looking for the bill to send it. But when I tried to log into my account in the evening, I found that it had been deactivated. I spoke to live chat and asked them why my account was deactivated. They responded: "We would like to inform you that your account has been temporarily deactivated by the competent department and is under detailed review for security reasons." I asked them why this happened and they said they didn’t know as it was the decision of the competent department. When I asked how long the review would take, they told me they couldn’t tell or estimate, they refused to provide any information about my account, they didn’t even send me an email. Honestly, I don't understand what happened, why my account was closed. I kindly ask you to advise me on what I need to do to resolve this issue, or perhaps misunderstanding. I saw on your website that this specific casino had a 7.9 security score - how can such a situation occur in a secure casino? Why can't I get the money I won? Please help me resolve this issue. I have explained the issue from my perspective in detail and I am available for any clarification you may need. Thank you in advance for the time you will dedicate to my case. Thank you.

Καλησπερα, εφτιαξα λογαριασμο στην novibet. Πηρα το μπονους πρωτης καταθεσης και τελειωσα κανονικα τον τζιρο οπως επρεπε. Επειτα συνεχισα να παιζω καθως δεν γραφτηκα μονο για το μπονους. Κατα την διαρκεια της παικτικης μου δραστηριοτητας ειχα κανει μια αναληψη αξιας 400 ευρω. Μου εστειλαν μηνυμα πως για να ολοκληρωθει η αναληψη πρεπει να στειλω φωτογραφια την καρτα με την οποια καταθεσα ετσι ωστε να γινει η ταυτοποιηση. Την εστειλα κανονικα και μου εστειλαν μηνυμα πως η ταυτοποιηση εγινε με επιτυχια ομως χρειαζονται και μια φωτογραφια μου να κραταω την ταυτοτητα μου διπλα στο προσωπο μου και εναν λογαριασμο τηλεφωνου με το καταχωρημενο τηλεφωνο που εχω δηλωσει. Εγω ημουν απολυτως προθυμος να στειλω αυτα τα χαρτια. Βγαζω την φωτογραφια και αρχιζω να ψαχνω τον λογαριασμο για να τα στειλω. Παω να συνδεθω το βραδυ ομως στον λογαριασμο μου και δεν μπορω καθως αναγραφεται πως ο λογαριασμος μου ειναι απενεργοποιημενος. Μιλαω με το live chat και τους ρωταω γιατι απενεργοποιηθηκε ο λογαριασμος μου και μου λενε το εξης. "Θα θέλαμε να σας ενημερώσουμε ότι ο λογαριασμός σας έχει απενεργοποιηθεί προσωρινά από το αρμόδιο τμήμα και βρίσκεται υπό λεπτομερή έλεγχο για λόγους ασφάλειας." Τους ρωταω γιατι εγινε και μου λενε πως δεν μπορουν να γνωριζουν καθως εινια αποφαση του αρμοδιου τμηματος. Τους ρωταω ποσο καιρο θα κρατησει ο ελεγχος και μου λενε πως δεν μπορουν να ξερουν ουτε εχουν καμια εκτιμιση, γενικα αρνουνται να μου δωσουν οποιαδηποτε πληροφορια σχετικα με τον λογαριασμο μου, ουτε mail δεν μου στειλανε. Πραγματικα δεν μπορω να καταλαβω τι εγινε, γιατι εκλεισε ο λογαριασμος μου. Θα σας παρακαλουσα θερμα να μου πειτε τι χρειαζεται να κανω για να διευθετηθει το ζητημα, η παρεξηγηση ενδεχομενως. Ειχα δει στην ιστοσελιδα σας πως το συγκεκριμενο καζινο ειχε 7.9 δεικτη ασφαλειας, πως γινεται να υπαρχουν τετοιες καταστασεις σε ενα ασφαλες καζινο, γιατι δεν μπορω να παρω τα χρηματα που κερδισα; Παρακαλω βοηθηστε με να διευθετηθει το ζητημα. Σας παρειχα αναλυτικα το ζητημα απο την δικια μου πλευρα και αναμενω στην διαθεση σας για οποιαδηποτε διευκρινιση χρειαστειτε. Σας ευχαριστω εκ των προτερων για τον χρονο που θα αφιερωσετε στην περιπτωση μου. Ευχαριστω.

Dear Spi01spil,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Novibet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 
• Could you please list which documents you submitted for account verification?

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,

Tomas

Hello, I was a player in this casino since 10 of january, and my account was locked yestarday. I asked them why was my account deactivated and they said they wanted to to do a review of the account, a check. They did not tell me anything specific so ido not have a clue why this happened. The only thing I know is that 1. I cannot get into my account and 2. They are reviewing me account for a reason I am not familiar with.

In order to accumulate the balance I played mostly sports betting.

I had the bonus, but the bonus did not help me raise my balance since I only placed bets with the real money so in the end of the waggering the ammount of the bonus has not increased, it was just added to the real balance.

They asked me 2 photos of my credit card which I sent and they said it was verified succesfully. After that they saked for a selfie with my id and a phone bill. I was about to send them but then my account was locked. The review had nothing to do with the documents since they locked it a couple of hours after asking for them. When I spoke the live chat they told me that this had anything to do with the documents. I have no idea what happened, I hope I could be more heplfull but unfortunately I cannot.

Thank you for your reply, Spi01spil. I would like to emphasize that our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if you mostly focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

I would really appreciate it if you could help me since the incident was on a casino of your list, but if you really cannot then give me the websites, thank you

Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.