Novibet- Exclusion / Refund balance issue

HRS1986

Newbie member
Joined
Sep 10, 2019
Location
Leeds
Hi,

I’m after advice regarding an issue I have with Novibet Casino.

I have had an account with Novibet after being recommend by a friend and have not really experienced any problems until now. I have had the account for a while but I am not really a frequent gambler.

On Saturday 7 September in the evening I made one deposit, not a large amount which I lost. I’m not a big gambler but I’ve recently had a few family issues and noticed a slight increase in gambling. To take away temptation I decided to look into how self exclude. To my knowledge with Novibet there is no automatic way to do this yourself and it has to be done through customer support. I tried to go on chat which I have to say was useless and I have since learnt this always seems to be the case. It very rarely connects and the screen often goes blank. There was an option to send a message which I used. I sent a message along the lines of “please exclude this account permanently”. Like the chat this was poor and it was unclear if a message had even sent. This was done at around 22:30.

The following morning I checked the account which was operating as normal and I had no email etc. I assumed given the problems I had the message had not sent. I made a deposit and had a go on a few of the casino games. I must have been playing for an hour plus when I had a big win. Literally after the big win I could no longer access the account as it had been excluded. If I was being sceptical it was almost as if someone was watching the account but I know this is just a coincidence.

I contacted Novibet who confirmed the account had been self excluded based on my request. I have to say from this point they have been terrible. Skirting around questions, not responding giving almost no answers.

I have screenshots and videos of chats confirming the balance at closure/self exclusion was £994.02. Also after effectively hounding them I have emails confirming “The remaining balance of your account is £994.02” and “Kindly be informed that there is no reason to worry”.

They wouldn’t give me hardly any information on what was happening and no timescales etc which worried me.

I have today received an email stating -

“We would like to inform you that the amount of your deposit £100 has been refunded at your card.
You requested to self exclude your account on 07/09/2019 22:27 via an offline chat message. However your deposit of £100 was made on 08/09/2019 07:42, after your self exclusion request.
Since you have requested self exclusion your activity has been cancelled and your deposit has been refunded.
For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7!
Kind regards,
Stavroula
Novibet Support”

Fair enough the request was made but at the time of depositing and winning the account was open and active. It was not self excluded and hadn’t been previously. At least not officially or any confirmation to say it had. I am pretty sure if the money had been lost they wouldn’t be refunding it and would state the request to exclude was made offline etc. so surely that should work both ways.

I want to know where I stand as I feel in the circumstances it is harsh to close an account with a balance of £994.02 and simply return a £100 deposit.

Sorry for the long message but they are now effectively ignoring me. If the general consensus is they have done nothing wrong then fair enough but feeling a bit hard done by.
 

Reelsoffun

When it comes to gambling, timing is everything.
Joined
Feb 24, 2018
Location
UK
Im no expert but they have done exactly what they should have, OK it was a bit late of them to act but bottom line is you gambled knowing full well you had requested the SE whether it had gone through or not you knew that was your intention.

While i agree with you that they had it both ways as such you unfortunately made that easy from them. :(

Sorry but I doubt you have a leg to stand on and given they have returned your £100 deposit I will expect that's all your going to be able to do really, a live and learn moment if you like, that's my opinion on it anyway, others may differ.
 

HRS1986

Newbie member
Joined
Sep 10, 2019
Location
Leeds
Thank you for the reply.

When a self exclusion is requested via an offline method is it usually the case it would be effectively seen as in place from the time of the request and not the time it is implemented?

It’s a tough one to take if only for the reason of knowing it would not be refunded if any amount was lost in this scenario.

Thanks again for the reply.
 

nikantw

Banned User
Joined
Jan 28, 2011
Location
EU
I agree with @Reelsoffun . From the moment of the SE request all game played is void. That is common practice in all good casinos.
And actually forced by regulations. If they pay winnings to a problem gambler they feed the addiction.

Personally I would like to see all winnings paid, but definitely not in the hands of the problem gambler. I think problem gamblers shouldn't be allowed to handle money for a good number of years.
 

HRS1986

Newbie member
Joined
Sep 10, 2019
Location
Leeds
Thankyou.

This was my only casino account and I won’t be looking for another in a hurry. Lesson learnt!

I’m not up on all of this but seems crazy to me they can do it this way but then not refund any losses. I’ve not lost anything as the winnings are funds I never had. However I’m assuming for many others it’s a different story. If the stance is to not pay it to feed an addiction etc. for me it should be paid to charity.
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
You gave them an excuse not to pay to your advantage either way. Had you lost the deposit they would have reversed their argument and said they had not had time to action your email.

Unfortunately you handed your balls to them on a plate. Nothing you can do here.
 
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