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Novibet bonus issue - resolved

Discussion in 'Online Casinos' started by sledge13, Apr 1, 2018.

    Apr 1, 2018
  1. sledge13

    sledge13 Active Member

    Occupation:
    Sales
    Location:
    York
    So having seen Novibet in the accredited list, I made a £250 deposit last night, and pressed the link for the 100% match bonus.

    £250 appears in my account I start playing but at the same time ask chat about my bonus, I am told I joined earlier in March and took a £10 + bonus, this was a TOTAL LIE! Below is my first ever email from them and my first deposit (from yesterday evening)

    Hi ******* and welcome to Novibet!

    We are delighted to be welcoming you as a new member of Novibet, a betting platform where all the heart-pounding sports action is taken from the field to be placed at the tip of your hands.

    1381667 3/31/2018 7:08:23 PM Deposit £250.00 Card

    I soon lose this deposit and am back on chat asking about the bonus, again im told i've already taken it.

    I then deposited £500 and yes this was a tilt mode trying to win this back, Wonky Rabbits put paid to that.

    I then made a withdrawl of £250.

    Woke up this morning and was pretty mad at how they dealt with this, lied and not given me the bonus.
     
  2. Apr 1, 2018
  3. sledge13

    sledge13 Active Member

    Occupation:
    Sales
    Location:
    York
    So I got back on chat, this time no mention of me ever having the £10 bonus and joining before, confirming the chat had lied to me yesterday...now turns out I should have had a bonus!

    You are now speaking to Fotini.
    7:30:29 AM
    Fotini
    Hello! ?ow may I help you?
    7:30:43 AM
    sledge13
    hi, i am not happy at all as i got lied to yesterday on this chat
    7:31:18 AM
    i opened up an account yesterday, got this email to prove it...
    7:31:15 AM
    Fotini
    Would you be so kind to explain me further?
    7:31:23 AM
    sledge13
    Hi sledge13 and welcome to Novibet! We are delighted to be welcoming you as a new member of Novibet, a betting platform where all the heart-pounding sports action is taken from the field to be placed at the tip of your hands.
    7:31:38 AM
    i put £250 in, and never received the match bonus
    7:31:59 AM
    i was told on here i opened an account earlier in march with £10 and bonus which is a total lie
    7:32:41 AM
    1381667 3/31/2018 7:08:23 PM Deposit £250.00 Card
    7:32:48 AM
    that was my first ever deposit
    7:32:46 AM
    Fotini
    One moment please.
    7:33:30 AM
    sledge13
    i ended up putting another £500 in and withdrew £250 in anger as the chat was talking rubbish
    7:33:59 AM
    if my match bonus is not put in my account i will be taking this to the ukgc and the casinomeister forum today
    7:35:43 AM
    Fotini
    I wanted to inform you that welcome bonus is only available for casino players.
    7:35:50 AM
    Do you want us to credit it for casino?
    7:36:02 AM
    sledge13
    yes of course
    7:36:14 AM
    so the chat made something up to get out of giving me the bonus
    7:36:22 AM
    this is really bad
    7:37:52 AM
     
  4. Apr 1, 2018
  5. sledge13

    sledge13 Active Member

    Occupation:
    Sales
    Location:
    York
    I then received an email saying I have to cancel the withdrawl to receive the bonus, I don't think so!!

    So please avoid Novibet before you get blatantly lied to and don't even receive the terms!
     
  6. Apr 1, 2018
  7. interlog

    interlog Meister Minion MM webmeister

    Occupation:
    Manager
    Location:
    London
    Not very nice threatening a casino by mentioning you are going to post here if you don't get your way.
     
    dunover likes this.
  8. Apr 1, 2018
  9. sledge13

    sledge13 Active Member

    Occupation:
    Sales
    Location:
    York
    ??? after been lied to in two previous chats, something needed to be said to get an answer out of them.

    What isn't very nice is been told I already had deposited with them when I hadn't and not giving me a bonus which is there all over their home page.

    threat·en·ing
    /ˈTHretniNG/

    adjective

    1. having a hostile or deliberately frightening quality or manner:

    I was far from the above, a top rated casino should not deal with customers with lies and non credits, I pointed out the action I would take as that is the only point of action when you are treated like this.
     
  10. Apr 1, 2018
  11. mcgameboy

    mcgameboy Screenieholic & Essayist mm2

    Occupation:
    Casual Stocktaker (Inventory Counter)
    Location:
    Belfast
    Regardless of whether you were lied to or not, it still is not at all smart to...

    1. threaten the casino
    2. post evidence of that threat on this forum

    1.17 – Exploiting Your Membership Do not threaten casino operations with blackmail. Mentioning that you are a member is fine, but don’t try to instill fear in a casino operation by threatening to post bad reviews or roguing them. Leave the roguing to Casinomeister – it’s tricky business and not for amateurs. Do not badger casino reps for bonuses or other perks. Casino reps are here to either solve problems are provide information. They are not here to be exploited.

    More to the point, you're an experienced member of this forum. So it begs the question....

    WHY did you commence play before the bonus could be added?

    So with all due respect, they may have lied to you. But that doesn't change the fact that you screwed up in the first place.
     
    Last edited: Apr 1, 2018
    Borgie, KasinoKing, ternur and 3 others like this.
  12. Apr 1, 2018
  13. sledge13

    sledge13 Active Member

    Occupation:
    Sales
    Location:
    York
    Hang on a top casino, lied about it's bonus, and then lied to me in chat about when I joined to get out of it, what am I meant to do!?!?!

    My point was I would be taking it further as what they did should be not allowed! someone needs to be on the side of the players when they think they can get away with stuff like this!
     
  14. Apr 1, 2018
  15. mcgameboy

    mcgameboy Screenieholic & Essayist mm2

    Occupation:
    Casual Stocktaker (Inventory Counter)
    Location:
    Belfast
    Keep a cool head, that's what. Do NOT commence play until the bonus has been added. Come on man, these are the basics. You have been here long enough to know the drill by now.

    There are proper ways of going about things, you know.

    Besides, you should know that live chat doesn't necessarily have decision making powers, so there is a high chance you won't get the answer you are seeking. Whereas going to the rep here at CM may get the matter resolved to your satisfaction.

    Take it from someone who knows all too well that live chat can be a frustrating experience.
     
    Last edited: Apr 1, 2018
  16. Apr 1, 2018
  17. Novibet Rep

    Novibet Rep Accredited Casino Representative

    Occupation:
    Affiliate Manager
    Location:
    UK

    Hi sledge13,

    Hope you are doing well.

    I would like to inform that your Thread has been taken into serious consideration internally from relevant departments and you are going to have feedback as soon as possible. Be sure that we, at Novibet, always pay serious attention to players reviews/comments in order to provide the best user experience.

    Best regards,

    Novibet rep
     
    Betreels Casino and pereblue like this.
  18. Apr 1, 2018
  19. sledge13

    sledge13 Active Member

    Occupation:
    Sales
    Location:
    York
    Thanks for your reply.

    I have taken many bonuses over the years and have never know this happen, the main bugbear is the first chat (not saved) where I was told I have previously taken a £10 and £10 bonus, when this was not possible as I had just registered as a new account. Then another chat told me I would get an email about the bonus and could play the £250. It was all a mess.

    I hope the feedback makes sure it won't happen to anyone else.
     
  20. Apr 2, 2018
  21. Novibet Rep

    Novibet Rep Accredited Casino Representative

    Occupation:
    Affiliate Manager
    Location:
    UK
    Hi sledge13,

    Hope you are doing well.

    First of all, please accept our sincere apologies for any inconveniece regarding to your live chat experience.

    Due to heavy workload, a misundertanding occured from our Customer Support and you never got your £250 welcome bonus.

    That's why we have credited £250 cash in your account with no wagering requirements.

    As i mentioned, customer's user experience is the most important aspect so we always try to solve any issue just in time :)

    Best regards,

    Novibet rep
     
  22. Apr 2, 2018
  23. sledge13

    sledge13 Active Member

    Occupation:
    Sales
    Location:
    York
    Hi

    Thank you very much for sorting this, and that is a great gesture.

    One of the mods could delete the thread if possible as it's not a fair title now.

    Great customer service in the end, thanks again.
     
  24. Apr 2, 2018
  25. bebo67

    bebo67 Meister Member MM PABnonaccred

    Occupation:
    Im on Google and write. Thats all you need to know
    Location:
    Ontario Canada
    Wow! That was generous of you and I really hope the OP see's it as exactly that!
     
    goatwack, sledge13 and Borgie like this.
  26. Apr 2, 2018
  27. sledge13

    sledge13 Active Member

    Occupation:
    Sales
    Location:
    York
    Yep brilliant stuff.
     

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