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Novibet refusing to refund

Discussion in 'Casino Complaints - Non-Bonus Issues' started by lukeju872, Sep 13, 2018.

    Sep 13, 2018
  1. lukeju872

    lukeju872 New Member PABinit

    Location:
    England
    Good evening,

    I am very disappointed with Novibet casino in terms of their ethics and their customer service. I have been allowed to deposit £400 on their casino, whilst already holding an excluded account with them and also being registered with Gamstop. I find this highly concerning that my Gamstop details have not been registered with them, when it has worked for every other site.

    I emailed asking how this was allowed as it should have never been, with a fair course of action being that my deposits refunded. Novibet have been very unhelpful in this matter and simply replied with "Your details didn't match up with Gamstop and we can't discuss this matter any further as a business decision has been made not to refund you". They have also told me to discuss this matter with Gamstop, upon speaking with Samstop, they've advised me there is nothing they can do as my issue is with the casino. I find this answer from Novibet completely unacceptable.

    I would be most grateful if anyone could shed some light on this matter.
     
  2. Sep 30, 2018
  3. EkJR

    EkJR Full Member

    Location:
    Glasgow
    Noted this thread. I am in contact with Gamstop and UKGC at the moment. Can I use your example please?
     
  4. Sep 30, 2018
  5. lukeju872

    lukeju872 New Member PABinit

    Location:
    England
    Yes please.
     
    EkJR likes this.
  6. Sep 30, 2018
  7. EkJR

    EkJR Full Member

    Location:
    Glasgow
    Thanks. Am going through something similar. Can I ask, how many days did you have your account open before they closed it?
     
  8. Sep 30, 2018
  9. EkJR

    EkJR Full Member

    Location:
    Glasgow
    And btw Gamstop can send you a PDF of your registered details if you ask for it.
     
  10. Sep 30, 2018
  11. lukeju872

    lukeju872 New Member PABinit

    Location:
    England
    I excluded the account myself. Most likely it would’ve remained open the entire time without my intervention.
     
  12. Sep 30, 2018
  13. lukeju872

    lukeju872 New Member PABinit

    Location:
    England
    Is your issue with Novibet also?
     
  14. Sep 30, 2018
  15. EkJR

    EkJR Full Member

    Location:
    Glasgow
    Ok. I will drop you a PM about the rest of this if ok.
     
  16. Sep 30, 2018
  17. EkJR

    EkJR Full Member

    Location:
    Glasgow
    No but a similar issue to yours. Will explain more on PM
     
  18. Sep 30, 2018
  19. lukeju872

    lukeju872 New Member PABinit

    Location:
    England
    Sure thing
     
  20. Sep 30, 2018
  21. deaconk78

    deaconk78 Newbie member

    Location:
    United Kingdom
    had a similar issue with a different casino (slotsmagic) . When i noticed that they are using gamstop i contacted them and asked them why had i been allowed to deposit and that i was registered with gamstop . My account needed to be closed i said . they informed me that my account had the letter 'k' rather than my entire first name but all the other details matched - they closed my account . i didn't ask for a refund but they did this for me anyway and informed me a couple of days later via email .

    A little bit crazy that just one of the details being different - first name ( okay quite a big thing if it was a completely different name ) - meant that the account hadn't been detected . This was an old account by the way and not me trying to circumvent the system :laugh:

    On the subject of novibet - they were still sending me promotional emails until the other day when i had to unsubscribe manually .

    £25 free bet is waiting for you on Chelsea - Liverpool !
    Inbox

    Novibet This email is not visible to you. You must register/login in order to see the link. sh02.musvc.com
    Fri, Sep 28, 3:47 PM (2 days ago)

    not good .
     
  22. Sep 30, 2018
  23. Playford7

    Playford7 Senior Member

    Occupation:
    Offshore worker
    Location:
    North east England
    No disrespect intended. But slots magic are a terrible outfit.
     
    Borgie, snorky510238 and deaconk78 like this.
  24. Sep 30, 2018
  25. deaconk78

    deaconk78 Newbie member

    Location:
    United Kingdom
    not disagreeing . just that i had a similar issue and they were actually more helpful than i expected . wasn't a recommendation but rather a bit of encouragement for the OP that sometimes things do turn out okay . I didn't expect a refund because was my own fault for not noticing and there being just the initial of my first name on the account .

    i just wanted it closed so i didn't end up in a situation like the OP.
     
    Mouche12 and snorky510238 like this.
  26. Oct 8, 2018
  27. lukeju872

    lukeju872 New Member PABinit

    Location:
    England
    Could someone kindly explain what checks casinos should be doing if you self-exclude on their site? I believe it's a soft credit check? I ask as I am excluded on Noivbet, but under a different address, surely this would link up on a credit check?
     
  28. Oct 8, 2018
  29. EkJR

    EkJR Full Member

    Location:
    Glasgow
    The problem appears to be that they do different checks, other than Gamstop, at different casino groups dependant on ultimate location of their group. I don't understand why the UKGC feel this is acceptable.

    Some will do a soft check to confirm name and age at the listed address which to me is not even nearly enough. Othrrs will do a more in depth search and/Or ask for documents within 72 hours.
     
  30. Oct 8, 2018
  31. slotter999

    slotter999 Senior Member

    Occupation:
    Player
    Location:
    UK
    Slots magic receive a very healthy 9.1 rating from our very own casinomeister. Incredible stuff.
     
    deaconk78 likes this.
  32. Oct 8, 2018
  33. slotter999

    slotter999 Senior Member

    Occupation:
    Player
    Location:
    UK
    Search for threads from @MaltesePlayer they have posted the documentation which shows how they handle matching. It's around five different fields
     
  34. Oct 8, 2018
  35. jacko10

    jacko10 Experienced Member

    Occupation:
    engineer
    Location:
    ireland
    are slotsmagic no good then i thought they were the same company as playojo and lucky niki ?
    only asking as i signed up to these last month
     
  36. Oct 8, 2018
  37. MaltesePlayer

    MaltesePlayer Experienced Member

    Occupation:
    Risk & Payments Analyst
    Location:
    Malta
    Hi. That’s for GamStop. Regarding finding links between players. That depends on the casino.
     
    deaconk78 likes this.
  38. Oct 8, 2018
  39. deaconk78

    deaconk78 Newbie member

    Location:
    United Kingdom
    there are some that only find a self excluded player when they attempt to deposit . ( different casino on the same licence ) . not sure what they check on that occasion that is different to sign up .
     

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