Novibet Casino MX - A conta do jogador foi encerrada permanentemente.

I opened an account with Novibet, verified both my KYC and address, made a deposit, and had real money winnings (I didn't have a bonus; it was all from my deposit). When I tried to withdraw, they closed my account claiming it was under review. Then they took my winnings and closed my account. They told me they would return my deposit and that my account was permanently closed. They asked for extra information, like a selfie with my ID, which I sent. They also asked for my bank statement, which I sent. They even asked for a copy of my INE (Mexican voter ID) on both sides, which I also sent. They haven't returned either my real money winnings or my deposit.

Abrí una cuenta en novibet me verifique tanto en kyc y domicilio, deposite y tuve ganancias de dinero real no tenía bono fue ganancias de mi depossito cuando intente retirar cerraron mi cuenta alegando que estaba en revisión y después me quitaron mis ganancias y cerraron mi cuenta me dijeron que me regresarían mi deposito y que mi cuenta estaba cerrada permanente me pidieron datos extra como selfie con mi ID y se las mandé me pusieron estado de cuenta y se los mandé me.pudieeron INE por ambos lados y se los mandé y ni mis ganancias con dinero real y ni mi deposito me han regresado

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which games you played at the casino? Did you participate in casino games only, or did you also place sports bets?
• When did you make the deposit, when was your account closed, and what was your remaining balance at that time? Please clarify how much represented your original deposit and how much represented your winnings. Has the casino returned any part of your deposit since you submitted the complaint?
• What exact reason did the casino provide for confiscating your winnings and permanently closing your account? Please forward the complete communication regarding the account review, verification, closure, and confiscation, preferably as original .eml or .msg email files. You may also provide complete chat transcripts showing the full context. My email address is veronika.f@casino.guru.

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

Best regards

Veronika

I have sent everything you requested to the indicated email address.

Que enviado todo lo que me solicita al correo indicado

Thank you for your response and for the email you sent me.

• Is there any chance that someone in your household, or someone with whom you share an internet connection, has also created an account at this casino?
• Have you used any VPN, proxy, or other IP-masking service while accessing the casino website?
• Have you used any shared device or shared internet connection to access your account at this casino?

Thank you for your cooperation.