Gents
My name is Giorgos and I am the customers relations manager at novibet.com.
We are very responsive to customers complaints as we want to maintain our good reputation as a company.
The case above came a bit late to our attention since we did not have a formal complaint either from the player or from SBR.
There are indeed cases where it will be hard for someone to fulfil the rollover requirements.
In that case we can void the bonus and the customer can withdraw the remaining balance.
Novibet has a an IOM license, that means that, unlike other jurisdictions, our players balance is being checked by a 3rd party on a daily basis to ensure we always have the funds in our bank and our software has been tested by the most reputable testing house.
In addition we have developed an interface that is extremely easy to find and place your bet, we have competitive odds on the big European teams and deposits and withdrawals are free of charge.