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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Novibet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Were both accounts registered using the same personal information?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Dear Mr. Thomas,

Thank you for your response and for taking the time to review my case.

In response to your questions, I would like to inform you of the following:

My account is no longer accessible. Specifically, immediately after I sent my email to Novibet, in which I pointed out that they allowed me to create a third account on 22/11/2025 and continue playing until early June 2026, this account was blocked.

That is, 3 days ago.

All three accounts were created using the exact same personal information. I used my real name, real date of birth, and the same personal information on each account.

Despite the fact that there were already blocked accounts in my name, Novibet continued to allow me to make deposits and participate in gambling through the third account. It also properly identified them. The last deposit was made in late May or early June 2026.

I have already submitted a formal complaint to the Novibet team requesting that my case be investigated. To date, the only response I have received is that my request is "under processing". I have not received any substantive response or decision regarding my refund request.

I will send you all the evidence I have, including:

Evidence that my two previous accounts were already blocked.

The details of the third account, which was created on 22/11/2025.

Any additional relevant communication and documents are in my possession.

I would also like to point out that Novibet is a licensed gambling provider in the Greek Territory and, in my opinion, should have identified that the accounts belonged to the same person, as all personal information was accurate and identical.

I remain at your disposal for any additional information or document you may require and thank you in advance for your assistance in examining my case.

Best regards,

Spyridon *****

Αξιότιμε κύριε Τόμας,

Σας ευχαριστώ για την απάντησή σας και για τον χρόνο που αφιερώνετε στην εξέταση της υπόθεσής μου.

Σε απάντηση των ερωτημάτων σας, θα ήθελα να σας ενημερώσω για τα εξής:

Ο λογαριασμός μου δεν είναι πλέον προσβάσιμος. Συγκεκριμένα, αμέσως μετά την αποστολή του email μου προς τη Novibet, στο οποίο τους επισήμανα ότι μου επέτρεψαν να δημιουργήσω και τρίτο λογαριασμό στις 22/11/2025 και να συνεχίσω να παίζω μέχρι και τις αρχές Ιουνίου 2026, ο λογαριασμός αυτός αποκλείστηκε.

Δηλαδή πριν 3 μέρες.

Και οι τρεις λογαριασμοί είχαν δημιουργηθεί χρησιμοποιώντας ακριβώς τα ίδια προσωπικά στοιχεία. Χρησιμοποίησα το πραγματικό μου ονοματεπώνυμο, την πραγματική ημερομηνία γέννησής μου και τα ίδια προσωπικά δεδομένα σε κάθε λογαριασμό.

Παρά το γεγονός ότι υπήρχαν ήδη αποκλεισμένοι λογαριασμοί στο όνομά μου, η Novibet συνέχισε να μου επιτρέπει να πραγματοποιώ καταθέσεις και να συμμετέχω σε τυχερά παιχνίδια μέσω του τρίτου λογαριασμού.Επίσης τους ταυτοποιήσε κανονικά Η τελευταία κατάθεση πραγματοποιήθηκε στα τέλη Μαΐου ή στις αρχές Ιουνίου 2026.

Έχω ήδη υποβάλει επίσημη καταγγελία προς την ομάδα της Novibet ζητώντας να εξεταστεί η υπόθεσή μου. Μέχρι σήμερα, η μόνη απάντηση που έχω λάβει είναι ότι το αίτημά μου βρίσκεται «υπό επεξεργασία». Δεν έχω λάβει καμία ουσιαστική απάντηση ή απόφαση σχετικά με το αίτημά μου για επιστροφή χρημάτων.

Θα σας αποστείλω όλα τα αποδεικτικά στοιχεία που διαθέτω, συμπεριλαμβανομένων:

Των στοιχείων που αποδεικνύουν ότι οι δύο προηγούμενοι λογαριασμοί μου ήταν ήδη αποκλεισμένοι.

Των στοιχείων του τρίτου λογαριασμού, ο οποίος δημιουργήθηκε στις 22/11/2025.

Οποιασδήποτε επιπλέον σχετικής επικοινωνίας και εγγράφων βρίσκονται στην κατοχή μου.

Θα ήθελα επίσης να επισημάνω ότι η Novibet είναι αδειοδοτημένος πάροχος τυχερών παιγνίων στην Ελληνική Επικράτεια και, κατά την άποψή μου, όφειλε να έχει εντοπίσει ότι οι λογαριασμοί ανήκαν στο ίδιο πρόσωπο, καθώς όλα τα προσωπικά στοιχεία ήταν ακριβή και ταυτόσημα.

Παραμένω στη διάθεσή σας για οποιαδήποτε πρόσθετη πληροφορία ή έγγραφο χρειαστείτε και σας ευχαριστώ εκ των προτέρων για τη συνδρομή σας στην εξέταση της υπόθεσής μου.

Με εκτίμηση,

Σπυρίδων *****

Dear Firifiri19851985,

Thanks for your patience. I am afraid I don't have good news. Unfortunately, without cooperation from the side of the casino, there is little that can be achieved. Due to the choice of the casino's choice to ignore or refuse to answer our attempts for mediation, the complaint will now be closed. I will mark the complaint as unresolved in our system. Marking the complaint as unresolved has a negative impact on their rating on our website. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I recommend you pursue the casino's complaint procedure first: https://www.novibet.gr/info/oroi

10. Complaints

a. You have the right to submit to Novibet any complaint, grievance, disagreement, regarding issues or events related to the Games conducted by Novibet and/or the transactions related to them and for this purpose, in the following hyperlink ( www.novibet.gr/info/complaints ) you can find a template, which you can complete and submit to the email address ( complaints@novibet.gr ) that has been created by Novibet specifically for this purpose, no later than forty-eight (48) hours from the day following the date of the event.

e. If Novibet's response does not satisfy you, you may, within ten (10) days from the day following the notification of the response, request that the complaint be examined by the EEEP. The request for examination by the EEEP is mandatory communicated by You to Novibet, which will transmit, without delay, the response and the information related to the complaint to the EEEP.

You can find more information on how to properly submit a complaint to the regulator in this article.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas