Novibet Casino MX - Казино Novibet блокира сметката на играча, съдържаща средства.

Good evening. A few days ago, Novibet closed my account with 15,000 MXN. The issue is that my brother also has an account there, and I decided to open one because I too enjoy betting. The situation is that they closed his account as well. Is there a way to resolve this and have my money returned to me? Even if they block my account after returning my money, I truly don't mind. I just really need that cash.

Buenas noches. Hace unos días Novibet me cerró la cuenta con 15,000 MXN. El detalle es que mi hermano también tiene una cuenta allí y yo decidí abrir una por qué también me gusta apostar, el caso fue que a él le cerraron la cuenta también junto a la mía, habrá una manera de poder solucionar esto y que me puedan regresar mi dinero? Aunque después de que tenga el dinero me la bloqueen realmente no me importa, solo que necesito en verdad ese efectivo.

Hello Jocelyne1208,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Novibet Casino MX. Please allow me to ask you a few more question before we would move forward.

Could you please advise if any of you were verified? Did you or your brother claimed any bonuses? Did you both ever play from the same device? Were you playing casino games or sports betting? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My brother's was verified, and mine was in process but I had already withdrawn a couple of times before, neither of us claimed any bonus, sometimes I opened my account from my brother's cell phone since I wanted to bet but he had my mobile, it was only sports betting, I spoke about 2 days ago with the casino about why they closed my account but they told me that they were reviewing my account and I asked how long I should wait and they didn't give me a date, is there any way I can recover it?

La de mi hermano estaba verificada, y la mía estaba en proceso pero ya había retirado antes un par de veces, ninguno de los dos reclamamos ningún bono, en ocasiones abría mi cuenta desde el móvil de mi hermano ya que quería apostar pero contaba con mi móvil, solamente eran apuestas deportivas, hablé hace aproximadamente 2 días con el casino sobre por qué cerraron mi cuenta pero me comentaron que estaban revisando mi cuenta y pregunté cuánto debía esperar y no me dieron fecha, hay alguna manera de que se pueda recuperar?

Hello Jocelyne1208,

Unfortunately, using a same device to log on different account is strictly against the casino rules. It is entirely up to them whether they refund any deposit or not but we can't enforce them to do so.

You can try to contact the casino's licensing authorities if you wish to try to retrieve your balance but there is no assurance that they will decide in your favor.

I would recommend to never play again from same device in any online casino neither claiming any bonuses in the same household (best not to play the same casino either) as accounts of you both will experience such issues.

Is there anything else we can assist you with?

Dear Jocelyne1208,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.