Novibet Casino - Spillerens gratis spins blev ikke underrettet.

This one has a campaign called "Provider of the Week" where you usually get 100 free spins when you bet €100 on the campaign games. The campaign always lasts a week at a time and according to the rules, the free spins are credited on the following Monday. The problem arose when I was credited with 100 free spins on Thursday as soon as I had wagered €100 and there was no notification of the free spins so I didn't notice that I had received them so they were not played. I have asked for a refund on the wrong day/on the wrong day without notification of the spins given but I didn't get anything. So I lost 100 €0.20 spins without receiving any refund.

Kyseisellä on "viikon tarjoaja" -niminen kampanja jossa saa yleensä 100 ilmaiskierrosta kun panostaa 100€ kampanja peleihin. Kampanja kestää aina kerrallaan viikon ja Sääntöjen mukaan ilmaiskierrokset hyvitetään seuraavana maanantaina. Ongelma syntyi kun minulle hyvitettiin 100 ilmaiskierrosta torstaina heti kun olin kierrättänyt 100€ eikä ilmaiskierroksia tullut mitään ilmoitusta joten en huomannut saaneeni niitä joten ne jäivät pelaamatta. Olen kysynyt hyvitystä väärin/ vääränä päivänä ilman ilmoitusta annetuista kierroksista mutta en saanut mitään. Eli hävisin 100kpl 0,20€ kierroksia saamatta minkäänlaista hyvitystä

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Moitermer,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Novibet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share a link for the promotion in question?
• Have you checked your spam folder for the notifications?
• How long have you been a player at this casino, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

https://fi.novibet.com/casino?dPage=CasinoMainOffer&dName=nolimit-city-provider-of-the-week

The rules have been updated since I first contacted them, but I have a screenshot of the section in the rules where it says that winnings will be paid the following Monday.

Notifications about bonuses/free spins will be sent to Novibet's inbox, not to your email.

I couldn't find any information about the registration date, but I've been playing at this casino for at least over a year.

https://fi.novibet.com/casino?dPage=CasinoMainOffer&dName=nolimit-city-provider-of-the-week

Sääntöjä on päivitetty ensimmäisen yhteydenottoni jälkeen mutta minulla on tallessa kuvankaappaus sääntö kohdasta jossa lukee että voitot maksetaan seuraavana maanantaina.

ilmoitukset bonuksissa/ilmaiskierroksista tulevat novibetin inboxiin ei sähköpostiin

En löytänyt tietoa rekisteröitymis päivästä mutta yli vuoden ainakin olen pelannut tällä kasinolla

Dear Moitermer,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Email sent

Sähköposti lähetetty

Thank you very much, Moitermer, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Moitermer,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Novibet Casino to join this conversation and assist in addressing the complaint.

Dear Novibet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Maltese Alternative dispute resolution entity (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru