[plamen69]

I have an account with novibet.com for almost a year. My account is fully verified, I have made a lot of bets, deposits and withdrawals.
On 26th Aug I have received this e-mail:

"Following recent changes in our Company Policy, we would like to inform you that Novibet.com can no longer accept users from your region.
In this respect, any gaming activity (Sportbook, Live Bet, Casino, Live Casino) from August 1, 2014 and onwards will be cancelled and the status of your account will change to "CLOSED" within the next ten (10) days. If you still have a positive balance on your account, we urge you to proceed with any relevant actions regarding your withdrawals."

My balance at that day was over 1750 Euro. They canceled all my bets for this period, most of them winners of course, and left my two deposits only - 400 Euro. I have been betting for more than 10 years and I thought I have seen it all, but this is new. Outright theft.

[Optional]

Did they inform you 25 days later of the change? Or do you have the dates wrong above?

What period do you mean that they cancel bets for? Aug 1st to 26th bets? In retrospect?

[virtozo]

lol this is new alright!!! some bookies are really losing it these days!! unbelievable!!

[plamen69]

Did they inform you 25 days later of the change? YES
Or do you have the dates wrong above? NO

What period do you mean that they cancel bets for? Aug 1st to 26th bets? YES
In retrospect? YES

They have canceled all 24 bets for this period /19 winners and 5 losers/ ans stole over 1350 Euros in winnings

[Optional]

I assume they claim the message was first sent to you prior to 1st August?

If so, did they give you any explanation about why your account did not become "closed" before 10th August?

Please feel free to submit a sportsbook complaint if you would like SBR to try to assist: http://www.sportsbookreview.com/sportsbook-complaint/

[plamen69]

Why would you assume that? Probably because it has to be done that way. Well no, they claimed nothing. This is just a lousy attempt to steal money. The sad thing is that these are "regulated" in Isle of Man and IBAS registered. It creates a false feeling of security betting with Novibet.
Yes I will submit a complaint form later today.Thanks.

[Optional]

Why would you assume that? Probably because it has to be done that way. Well no, they claimed nothing. This is just a lousy attempt to steal money. The sad thing is that these are "regulated" in Isle of Man and IBAS registered. It creates a false feeling of security betting with Novibet.
Yes I will submit a complaint form later today.Thanks.

Because the first question I would have asked is why are you sending a message about a change on 1st August on 26th August. And that's the answer I would be expecting to hear.

Didn't you ask about that?

[Optional]

What has happened between 26th August and 14th September btw?

Have you tried other avenues to get help already?

[virtozo]

I think you have a good chance to get your money back because of that Isle of Man licence.

[plamen69]

Because the first question I would have asked is why are you sending a message about a change on 1st August on 26th August. And that's the answer I would be expecting to hear.

Didn't you ask about that?

Sure I did. The answer was the same e-mail with the first line changed:

"We would like to inform you that in cooperation with the gampling commission the fraud department decided to take the following measures: any gaming activity (Sportbook, Live Bet, Casino, Live Casino) from August 1, 2014 and onwards will be cancelled and the status of your account will change to "CLOSED" within the next ten (10) days. If you still have a positive balance on your account, we urge you to proceed with any relevant actions regarding your withdrawals."

They refused to give a reason for canceling bets and stated their rule :
2.4 The company reserves the right to close an account in its sole discretion. In such cases, any funds will either be remitted to the player or transferred to the Authority depending on the circumstances.

I have asked what are "the circumstances" and they stated that I have all info I need. At that point the communication has finished.

What has happened between 26th August and 14th September btw?

Have you tried other avenues to get help already?

I have been waiting to receive my deposits/400 Euro/ which they paid.
I have filled a complaint with Isle of Man gambling commission.

[Optional]

Thanks for all the answers. It sounds like you have a strong case. if you have already received a response from the regulator it is probably best to just let them handle it for now and if you do not receive a satisfactory reply then fire in an SBR complaint.

[Brec234]

Hi was this case resolved? Novibet have recently deactivated my account with £4,000 pending withdrawals.

[Optional]

I'd guess it worked out for him if he did not return to the thread.

What happened to you?

Are they asking for ID info or investigating something did they say?

[Brec234]

Asked for passport selfie and proof that my mobile belongs to me. They now say this has been passed to the investigation team and my account is under investigation. Customer service refusing to provide any timescales or disclose CEO contact details. I submitted a complaint to them yesterday and also to Sportsbook Review. Appreciate this is early days but I'm keen to resolve quickly

[Optional]

Asked for passport selfie and proof that my mobile belongs to me. They now say this has been passed to the investigation team and my account is under investigation. Customer service refusing to provide any timescales or disclose CEO contact details. I submitted a complaint to them yesterday and also to Sportsbook Review. Appreciate this is early days but I'm keen to resolve quickly

They have been around a long time and don't seem to go overboard with KYC usually.

If I was you I'd assume they have some valid reason to be asking and try to "help them" solve whatever it is. And it may be as simple as someone else has been caught for something who lives near you, or bets the same things you have, etc.

They may not ever tell you why this happened, but if they are asking for selfies with passport and are concerned you don't control the phone attached to the account, it's likely to be about either multiple accounts or syndicate play. If you KNOW that's not an issue for you, try to be patient as you should be cleared. And if not, there is a pathway to dispute a decision but only after that decision has been made.

[Brec234]

Hi. This is not a multiple account but my husband previously had an account with them. Also the phone linked to the account is a family phone which is in his name (but not the same phone he would have used for his account). I didn't think a phone account would be relevant as anyone can pay for a phone that someone else uses. Why would they be interested in this?
Their T&C's state that you need to provide a valid mobile or fixed landline number. Surely most fixed lines are in one person's name but used by the family.

[Optional]

Hi. This is not a multiple account but my husband previously had an account with them. Also the phone linked to the account is a family phone which is in his name (but not the same phone he would have used for his account). I didn't think a phone account would be relevant as anyone can pay for a phone that someone else uses. Why would they be interested in this?

Ok, they think your husband is just using your ID to make a second account. It's a "normal" problem for any woman who bets at same address as her husband/brother. Mainly because so many people do it.

If your husband's account was ever limited to lower than normal max bets, or both of you took a bonus when you signed up, or the same bonus later, you may have a problem

If you are just a genuine bettor and none of that has happened, they will probably end up wanting to phone you and ask questions about the account and your bets. To try and determine if you really are the one using the account.


It won't be easy to convince them. I suggest trying to sound like you want to offer anything you can to help show you are bona fide at all times, and don't come up with any excuses that you should not have to supply anything or do this. That's the best advice I have sadly.

[Brec234]

Hi. Their t&C's do not say that there is any issue with a spouse having an account and I cannot see anything about not having an account when a partner's account has been restricted. I am to be honest slightly surprised by this response. From what I can see I have provided a valid ID arranged a call with them at a specific time (which they didn't end up making and offered no reason). Are we saying that they can withold £4000 of someone's money indefinitely on a false whim? It sounds illegal to me. Looking at this forum and other forums my understanding is that Novibet like to use security checks as an excuse to withold money wherever possible. Have I got this wrong?

[Optional]

I have not read their terms, just speaking from experience with many bookmakers and this issue. If you think their terms do not allow them to do this, you are welcome to argue that instead of taking my advice of course.

Normally they would refund your last deposit only if they think you are just a gnome account for your husband.

If they do that, you can appeal to http://ibas-uk.com to make an independent review if they have acted properly and under terms.

But to start with you really are better off trying to get through the process than trying to argue the legality of something both their regulators (UKGC & MGA) allow all their books to legally close accounts and confiscate winnings for.




"Looking at this forum and other forums my understanding is that Novibet like to use security checks as an excuse to withold money wherever possible. Have I got this wrong?" I have not seen this being a common problem with them, but if they are just rouges and crooks you have no chance anyway, so you'd better hope it's not that.

[Brec234]

Thank you for your help. It is of course massively stressful having money tied up like this particularly in the current climate. Many thanks

[redcar]

Was your husband's betting account now limited?


Or did you both use a betting bonus?


If so, you have a problem.

[Brec234]

I don't follow this at all. This is not a duplicate account so they have no grounds for taking winnings. And some of their t&cs have no legal traction. They claim to be able to withold funds at their discretion if there is suspicion of irregular activity. This is not legally binding as by law I can request that they share all evidence with myself and IBAS. I recommend the Jimmy Justice forum for anyone with similar problems. It's a really clever forum

[lonnie55]

So did you use a bonus, yes or no?

[Brec234]

I did but I'm not aware of my husband doing so. The issue is around whether t and C's are reasonable and fair. I cannot see how claiming a £10 bonus can in any way justify withholding £4000. What is the rationale? Also as Jimmy Justice points out these investigations tend to happen when there's lots of money in an account. If customers are losing they are happy to turn a blind eye. Why not investigate when someone tries to deposit?

[Optional]

If the only breach is simply taking a £10 bonus on both accounts, they should not be so unreasonable to try and enforce confiscation.

And if they did you would have a good case to have IBAS review it.

They have not taken your money or even accused you of anything so far have they?

£4000 is worth getting worried about as it sounds like a potential problem, but you can't do anything before they give you a decision anyway, so try to sit tight until they do. I promise you that trying to tell them their terms don't allow the investigation is not a winning strategy here. Don't get caught up trying to cause a fuss to your own detriment because some people on a forum like the drama.

[Brec234]

Thanks that's really helpful. Still the "at our discretion" clause is the thing that has rattled me. Looks like people have had serious problems with them in the past. Will update on any progress

[lonnie55]

If the only breach is simply taking a £10 bonus on both accounts, they should not be so unreasonable to try and enforce confiscation.

I agree but we both know the reality. If they find a slight reason they will probably take advantage of it.

I did but I'm not aware of my husband doing so.

Try to find out if he did.

Their general promotion terms explicitly say:

https://www.novibet.de/en/info/general-promotions-terms
"13. All of our Company’s bonuses/promotions are limited to one per person, family, household address, e-mail address, phone number, IP address, same payment account number (e.g. debit or credit card, etc.), same device (smartphone or tablet) and shared computer, e.g. school, public library or workplace. The Company reserves the right to determine whether it believes different accounts are connected to the same person, using whatever methods it deems appropriate.
(...)
17. Where you are in breach of any promotion terms, we may be entitled to cancel any bonuses or promotions applied to your account, reclaim any bonus element of such offers and either settle bets at the correct odds, void any free bets, void any bet funded by a bonus, or remove any subsequent winnings relating to a bonus / free bet."

[Brec234]

Okay. The free bet would have lost. The £4000 is from deposits and winnings at low odds

[Brec234]

Not sure about super odds? Are these restricted to one person? Not clear from terms and conditions

[Alfie White]

Why did you say that "your husband" HAD account with them? What happened there?

[Brec234]

He would have closed it. Restricted after a winning streak.

[Brec234]

Not sure why that would be relevant! I cannot see any terms and conditions indicating that a partner cannot have an account if their partner's account was restricted

[Alfie White]

They have reasonable doubt that there is multi-accounting going on in this case and by their T&C they most likely can close the account you are currently using.

Given that you admitted previous account has been closed after restriction due to winning streak, their suspicion is that your husband is using your account as well.

To be honest, I would deduct the same given the circumstances.

[Brec234]

I'm sorry if I've upset anyone I just want some help. I cannot see what I've done wrong. As far as I can see there is nothing wrong with us both having registered, there is nothing in the t&C's to indicate that two people from the same household can't register. If this had not been permitted I wouldn't have registered myself.

[Brec234]

I have checked my deposits since opening the account with Novibet and they amount to about £4300. As well as the withdrawal of £4000 I had one winning bet which settled after the account was deactivated for a few hundred pounds. I made no previous withdrawals. This means that I made approximately zero profit from all of my bets with Novibet. Does this mean that I will not be likely to lose anything as I should be entitled to my deposits back whatever the outcome.