Casino takes my money but i am self excluded

[Mango111]

Hello does anyone have this problem.

Yesterday and today casino took 180£ from my bank account with no reason, i have no idea why. I took self exclusion a week ago and never play again, closed everything, now i am waiting for email,what is going on, from those idiots from casino.

If they wont give me back my money can i sue them or what? Its ridiculous

[cocopop3011]

Does anyone have access to your casino account or your card/bank details?

 

Cancel any payments/standing orders etc to the casino so no more can be taken, cancel your card even. I'm struggling to see how they can take the money without some kind of payment agreement though.

 

Which casino is it?

[Mango111]

Hi its Novibet casino. Nobody knows my card details, i am sure its their fault, can i go to bank and freeze my acc for this type of transaction, because i dont have any access to my casino account anymore.

And now i am scared that they will take my money like everyday

[pinnit2015]

Check on you’re bank the date of the transaction and when it was posted to account.

 

Reason I ask is that I just noticed that, coincidental timing of your post, Novibets transactions were appearing on my account a week later. Eg one of mine was transaction date 4th April but showing on account on 10th. I think my available balance changed at the time so I still had what I thought I’d have.

 

Their support are normally decent and they are a very fair casino so I don’t anything sinister is afoot.

[pinnit2015]

If there’s been an issue at their end I’m confident they’ll make it good.

 

I’ll just check my account....

[pinnit2015]

Checked -yeah, the delays quite big in showing on account. 5 days or more. But it’s bona fida. Deposited 500 last week, 500 off account.

[cocopop3011]

Check on you’re bank the date of the transaction and when it was posted to account.

 

Reason I ask is that I just noticed that, coincidental timing of your post, Novibets transactions were appearing on my account a week later. Eg one of mine was transaction date 4th April but showing on account on 10th. I think my available balance changed at the time so I still had what I thought I’d have.

 

Their support are normally decent and they are a very fair casino so I don’t anything sinister is afoot.

 

That would make sense and especially now it's this brand I'd be really surprised if it was anything else.

 

More often or not with my Natwest transactions take up to 3 or more days to actuaklly show even though the money is taking instantly.

[pinnit2015]

Me too - they aren’t going to be taking money from peoples accounts on a whim... unless there’s been some massive issue with their banking. It’s probably last weeks transactions only showing now.

 

Can’t trust anyone completely but novibet are as close as you can Imo

[Mango111]

Well. I start play on last sunday afternoon 15.04 i made a first deposit 130£, whithout this i cant play obviously, same day i checked my bank acc and is has been taken. I dont know why but right now its not showing on the statement. Then on thursday i checked my bank acc they took second time 130.

I am 100% sure they took it twice. And why the ***** so late almost a week since a took self exclusion.

Now they send me an email

 

Dear Mango1115,

 

 

We would like to inform you that the money that were withdrawn from your account were the deposits you made on Novibet from 15.04 and 16.04, but they were shown to your bank statement on 19.04 and 20.04, respectively.

 

 

For any questions or clarifications, do not hesitate to contact customer support at any time.

 

Kind regards,

Michael

Novibet Support

 

So i ask them can i have my statement of my deposits in your casino. How many times and when whas deposited.

After email them they try to call me 3 times i didnt answer just want that statment.

[Solun1]

Jus't dont play with that money if it appeared in your casino account. If you are self-excluded, they will not pay you anything. Paradoxically, you are only allowed to deposit but not withdraw in such cases.

 

 

Hello does anyone have this problem.
Yesterday and today casino took 180£ from my bank account with no reason, i have no idea why. I took self exclusion a week ago and never play again, closed everything, now i am waiting for email,what is going on, from those idiots from casino.
If they wont give me back my money can i sue them or what? Its ridiculous

[pinnit2015]

Have they confirmed they’re going to send you the statement of account? Can’t see any reason for them not. Failing that submit a subject access request for the information.

[Mango111]

Have they confirmed they’re going to send you the statement of account? Can’t see any reason for them not. Failing that submit a subject access request for the information.

No, , since yesterday evening there is no emails from them, i asked in two emails that i want screenshoots with my transactions, no answer.

No i dont know what to do, i am 100% sure they took two times my money.

[pinnit2015]

No, , since yesterday evening there is no emails from them, i asked in two emails that i want screenshoots with my transactions, no answer.

No i dont know what to do, i am 100% sure they took two times my money.

Hmmm, they're normally quite on the ball.

 

If indeed it was taken twice and you have the above it shouldn't be too hard to show. Only advice i have is give them a day to supply it and if no response submit a complaint via here or where ever.

 

Shame that they don't email you like others do when you make a deposit and then it'd be easy pulling the emails. 

[pinnit2015]

Just a look at their complaints on here - looks like they're pretty responsive on here so, worst case if you do submit a complaint, then it appears that they will respond. If you've felt you've gave them enough time to supply what you wanted then tbh you may as well do so. 

[Mango111]

Just a look at their complaints on here - looks like they're pretty responsive on here so, worst case if you do submit a complaint, then it appears that they will respond. If you've felt you've gave them enough time to supply what you wanted then tbh you may as well do so.

Yeah i'm gonna give the max 2 days for response, then i will contact by this website

[cocopop3011]

Well. I start play on last sunday afternoon 15.04 i made a first deposit 130£, whithout this i cant play obviously, same day i checked my bank acc and is has been taken. I dont know why but right now its not showing on the statement. Then on thursday i checked my bank acc they took second time 130.

I am 100% sure they took it twice. And why the ***** so late almost a week since a took self exclusion.

Now they send me an email

 

Dear Mango1115,

 

 

We would like to inform you that the money that were withdrawn from your account were the deposits you made on Novibet from 15.04 and 16.04, but they were shown to your bank statement on 19.04 and 20.04, respectively.

 

 

For any questions or clarifications, do not hesitate to contact customer support at any time.

 

Kind regards,

Michael

Novibet Support

 

So i ask them can i have my statement of my deposits in your casino. How many times and when whas deposited.

After email them they try to call me 3 times i didnt answer just want that statment.

 

It probabbly would have been a good idea to answer since it may have answered some of your questions. While you wait for the statements - you've checked with your bank that the money was definitely taken more than once? Was it taken via a debit card transaction or wire transfer?

 

Sorry I'm just trying to understand how they could take the money twice because when I deposit using my card a casino couldn't use my card details again without a continued authorisation from me to my bank so I'm not entirely sure how they could take it?

[pinnit2015]

Depends whether they are PCI-DSS compliant - believe it or not, some places still store your CVV number etc...

 

Are there two amounts of the same amount showing on the same day for the disputed transactions?

[pinnit2015]

Any luck?

[Mango111]

Any luck?

No they didnt answer

[cocopop3011]

No they didnt answer

 

Then I guess you'd better open a complaint the casino can respond with exactly what has happened here.

 

Please remember to include as much information as possible to help speed up the complaint process.

[ValDes]

Hello does anyone have this problem.

Yesterday and today casino took 180£ from my bank account with no reason, i have no idea why. I took self exclusion a week ago and never play again, closed everything, now i am waiting for email,what is going on, from those idiots from casino.

If they wont give me back my money can i sue them or what? Its ridiculous

 

Hi there and welcome to AskGamblers. 

 

Considering the nature of the described issue, strongly encourage you to consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. 

 

Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

 

Using AskGamblers Casino Complaints Service

 

Let us know in case you need further assistance. 

[pinnit2015]

How'd this pan out for the OP? Had a look on the complaints for Novibet but couldn't see anything?

[ValDes]

How'd this pan out for the OP? Had a look on the complaints for Novibet but couldn't see anything?

 

That's most probably due to the fact the OP hasn't filed a complaint yet.  

 

Wondering why though.. 

[pinnit2015]

As a frequent depositer with said casino I did raise a quizzical eyebrow....

 

No way is my opinion swayed by the fact that they sent me cash after I’d problems depositing, as a ‘sorry’ :-p