Novibet refusing to refund

lukeju872

Banned User
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Apr 24, 2018
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.
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Noted this thread. I am in contact with Gamstop and UKGC at the moment. Can I use your example please?
 

lukeju872

Banned User
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PABnononaccred2
Joined
Apr 24, 2018
Location
England
I excluded the account myself. Most likely it would’ve remained open the entire time without my intervention.
 

deaconk78

Full Member
Joined
Jul 27, 2018
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 !
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sh02.musvc.com

Fri, Sep 28, 3:47 PM (2 days ago)

not good .
 

Playford7

Meister Member
MM
Joined
Jul 10, 2016
Location
North east England
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 promo@novibet.com
You do not have permission to view link Log in or register now.
sh02.musvc.com

Fri, Sep 28, 3:47 PM (2 days ago)

not good .
No disrespect intended. But slots magic are a terrible outfit.
 

deaconk78

Full Member
Joined
Jul 27, 2018
Location
United Kingdom
No disrespect intended. But slots magic are a terrible outfit.
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.
 

lukeju872

Banned User
PABnonaccred
PABnononaccred2
Joined
Apr 24, 2018
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?
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
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?
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.
 

slotter999

Dormant account
Joined
Oct 23, 2013
Location
UK
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?
Search for threads from @MaltesePlayer they have posted the documentation which shows how they handle matching. It's around five different fields
 

jacko10

Experienced Member
Joined
Dec 14, 2015
Location
ireland
Slots magic receive a very healthy 9.1 rating from our very own casinomeister. Incredible stuff.
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
 

deaconk78

Full Member
Joined
Jul 27, 2018
Location
United Kingdom
Hi. That’s for GamStop. Regarding finding links between players. That depends on the casino.
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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