Novibet

This is the forum where you can discuss any aspect of bookmaker injustices you wish. You start the topic and encourage others to develop it with you. Wherever possible do outline or attach evidence that supports what you are sharing, e.g. Live Chat text, screen grabs, emails, letters, etc. It may even become one of our future campaigns!

The other subject specific forums below, do give you ideas to think about, but if you want to post here, please do.

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edsisto
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Joined: Sun Jan 28, 2018 4:35 pm

Novibet

Post by edsisto » Wed Jan 09, 2019 7:04 pm

Hi,

Need some advice about situation am in.

I deposited to Novibet, £1000, bet it and lost it, no issues.

I then deposited £1500 a few days later, tried to bet and I am heavily restricted, even on Prem & CL footie matches. Can not get any stake on to win more than £20.

Obviously I try to withdraw and they tell me that I can not withdraw until I have wagered my deposit at odds of 1.8.

I was never informed of any restriction on my account so I was depositing on the assumption the account was unrestricted, like it was when I bet my first deposit.

They want to charge me £55 to withdraw without betting, or I have to place a ridiculous amount of small bets with terrible odds.

CS, via chat and email are just repeating the same garbage to me.

What can I do here?

TIA

Jimmy Justice
Site Admin
Posts: 628
Joined: Wed Jan 13, 2016 9:16 am

Re: Novibet

Post by Jimmy Justice » Thu Jan 10, 2019 9:26 am

Hi,

Thank you for your post.

I've attached our advisory leaflet that outlines the options open to you if you are resident in the UK. I would start with an email/letter to their CEO.

The basics in law are:

1. They decided to restrict your account without telling you.
2. Thus, you thought you were gambling using a similar service as previously when you deposited again.
3. So, you are likely entitled to a refund of your deposit as you didn't know the terms you were gambling on when youm ade the second deposit, i.e. they changed their terms of service without the knowledge of the customer.

Customer service will continue to ignore anything you write or claim, so like I say I would escalate things straight away.

I hope this helps?

JJ
Attachments
Know your rights when betting 11-18.pdf
(1.4 MiB) Downloaded 21 times

edsisto
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Posts: 17
Joined: Sun Jan 28, 2018 4:35 pm

Re: Novibet

Post by edsisto » Thu Jan 10, 2019 7:03 pm

Hi,

That is great, thanks a lot for the help.

Sorry, I have not done this kind of thing before so could you advise me how I find a way to contact the CEO?

Kind regards

edsisto
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Posts: 17
Joined: Sun Jan 28, 2018 4:35 pm

Re: Novibet

Post by edsisto » Thu Jan 10, 2019 7:10 pm

Sorry, I wrote that before reading the attached guide

I understand all the info is in there....Thanks again

Will update you when this plays out.

Kind regards

Jimmy Justice
Site Admin
Posts: 628
Joined: Wed Jan 13, 2016 9:16 am

Re: Novibet

Post by Jimmy Justice » Fri Jan 11, 2019 9:24 am

No worries. Any questions, just ask.

JJ

edsisto
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Posts: 17
Joined: Sun Jan 28, 2018 4:35 pm

Re: Novibet

Post by edsisto » Fri Jan 11, 2019 11:28 am

Hi again,

Didn't take long haha..

So I can not get an email address for the CEO and the only mail address is in Isle of Man, not sure if I should still do this, or I should just try the resolver email and see what happens from that?

Jimmy Justice
Site Admin
Posts: 628
Joined: Wed Jan 13, 2016 9:16 am

Re: Novibet

Post by Jimmy Justice » Sat Jan 12, 2019 11:29 am

Same here. I can't find an email address without subscribing to a service.

The CEO's name is George Athanasopoulos. I would send him a recorded letter at the Isle of Man address.

JJ

edsisto
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Posts: 17
Joined: Sun Jan 28, 2018 4:35 pm

Re: Novibet

Post by edsisto » Fri Jan 18, 2019 4:27 pm

Hi,

I did send a resolver email last week and was hoping this would make something happen but I have received no response (as expected).

I do not know where to begin with this letter, is there any guidance in the leaflet you sent me or could you help me?

I am in half a mind to just pay the £55 admin fee and end it but then this is obviously unfair and letting them win and treat other customers like this so I really do not want to!

I appreciate all of your time and effort for such a small problem here!

Jimmy Justice
Site Admin
Posts: 628
Joined: Wed Jan 13, 2016 9:16 am

Re: Novibet

Post by Jimmy Justice » Sat Jan 19, 2019 11:01 am

Do not give in this is what they want.

Resolver can take awhile, but again if they refuse to partake in this process they are breaching their UK licensing, so it needs reporting to the Gambling Commission.

Edit and try this:

Postal address

Email address

Mobile number

Date

Strictly private and confidential
CEO
Company
Postal address

Dear (enter name)

Reference: Refusal to pay out account balance – (enter username)

I have an online account with (insert company); username - (insert username).

I deposited £1500 after losing £1000 (insert dates & year). Your company then restricted my account and it is virtually impossible to meet your terms and conditions to enable me to withdraw my money. This situation is very likely to be unfair (illegal) under UK consumer law (2015) as I was not aware of the actions your company would take when depositing the £1500.

I’ve contacted your customer services on a number of occasions and they are very unhelpful. All your staff will tell me is that I can’t have my money.

This situation is totally unacceptable and is likely to be something the UK’s ‘Competition and Markets Authority’ investigation into unfair terms and conditions being used by online bookmakers and their application in practice will be looking at closely. I will be complaining to them as part of their continued evidence gathering, specifically naming your company.

I do hope you can ensure a quick resolution to this situation, if not, and if I have still not received my money in 14 days (from the date this recorded letter was posted) I will be taking all regulatory and legal options open to me. Obviously, it goes without saying that (enter name of company) cannot just steal people’s using a contract that is clearly unfair, which your company appears to be doing.

I look forward to hearing from you urgently or whoever you delegate the task to.

Yours sincerely,

(insert your name) (insert your username)

JJ

edsisto
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Posts: 17
Joined: Sun Jan 28, 2018 4:35 pm

Re: Novibet

Post by edsisto » Sat Jan 19, 2019 11:51 am

Brilliant mate, thanks so much.

Will give it a few days in to next week to see if anything comes back from the Resolver message, then will do this letter.

Will keep you updated!

Thanks again, sorry you've had to baby-step me through it!

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