Novibet Casino, ZuluCasino

Ladies and gentlemen hello to everyone!

Welcome to our new forum.

I am the Casino representative of Novibet, always willing to assist and also focused on providing quick response to questions and concerns of LCB members.

A few words about Novibet Casino...

Novibet Casino, member of Novigroup, is a fully registered online gambling site regulated by Isle of Man Gambling Supervision Commission and also regulated by the UK Gambling Commission.

Our mission is to provide an easy to use gambling platform, first class customer service and also unique gaming experience!

Novibet Casino cooperates with top-notch casino providers such as Microgaming and Evolution Gaming providing a unique gaming experience, with hundreds of video slots and table games. In addition, Novibet Casino features real live dealer games broadcast from the Evolution studios. All of these games are dealt to professional standards and monitored by actual supervisors to ensure fair play. Available titles include multi-player live Blackjack, Roulette, Baccarat and more.  

So, welcome to Novibet Casino where the Game is always On!

ZuluCasino - brand added to LCB site 27th Mar 2018

Hi sotis21,

Welcome to our forum. We're happy to have you here with us. 

Welcome to the LCB forum!

Can I ask something.

So, I have had 1 hell of a year with things, I lost my mum, blew a load of the inheritance gambling in a grief gamble but I finally had myself set back on track in regards to progressing with things and bettering my own health slowly.

Yesterday after a good 5 months gamble free I was off guard and had a relapse. I came across Novibet casino after having a load of drinks at home and before I knew it, a massive chasing session started. You can see from my deposits it was like this. $50, $50, $100, $200, $300 (not in that order but you get the idea of the amounts increasing to chase what was lost).

The session ended when my bank account was fully maxed and the deposits were over $2000.

Now over the years ever before mums death, I self excluded at a lot of casino's. I cant remember which ones exactly because there have been too many to count. By all means recovery to be 5 months clean is going really well and this was just a blip which does happen to people recovering from gambling problems. 

This morning I had an email from Novibet containing:

"we would like to inform you that as far as you requested a permanent self exclusion in the past to your previous account due to our terms and conditions ,once you self-exclude, we cannot reverse this process for any reason and you may not apply to open new account."

So.... my details were flagged as having an account previously and self excluding... but only after my money was lost. The email also includes:

"Should we have reasonable suspicions that any of our customers has opened multiple accounts with us we reserve the right in our absolute discretion to freeze that customer’s account or to close the account immediately and the customer shall forfeit all his winnings. Customers should also note that their original deposits will not be refunded. Customers shall also be liable towards the company for damages and costs incurred as a result of the fraud."


So your rule is, if a player has a gambling problem and self excluded, it's tough for them either way. If they mistakingly open an account duirng a relapse, then they lose either way. Either they win money and their winnings are forfeited as well as their original deposits, or the lose and it's tough luck.

I am just wondering if my account can be looked into and for this occasion i'm wondering if there is any way, even just as a gesture of good will that at least some of my deposits can be returned to me? You can see i'm not a player who is call the "problem gambler" card because money was lost since as you said in the email, I had an account there before that was self excluded.

Thank you

Well it looks like the rep is inactive (26 days since last login). Could a moderator please PM me and forward my enquiry direct to the rep? Thank you

Dear marcus2281,

Sorry to hear your story. We're going to contact the rep on your behalf and ask him to look into your account. Please PM me your casino username. 

Hi marcus2281,

We should have the answer from the casino posted here some time today. They are looking into it. 

Dear marcus2281,

I am really sorry for the story that you have described and I do apologize for your negative experience.

I would like to ensure you that Novibet is committed to endorsing responsible wagering as well as promoting the awareness of problem gambling and improving prevention, intervention and treatment. Novibet's Responsible Gambling Policy sets out its commitment to minimising the negative effects of problem gambling and to promoting responsible gambling practices.

Your case has been investigated and deeply analysed and I would like to apologize for misinforming you that your previous account was self – excluded as you had clearly stated that the only reason for which you intended to close your account was the absence of Netent games from our casino portfolio and the fact that you already played in other casinos trying to remain a long term member.

Within the period of 12 hours from your registration, we suspected that you already had an account which was closed. As soon as you completed the verification of your account we confirmed that both accounts belonged to the same person and your second account was deactivated immediately.

As mentioned in the email that you received and regarding our terms and conditions, our customers are only allowed to open one account. Opening of multiple accounts is not permitted. Should we have reasonable suspicions that any of our customers has opened multiple accounts with us we reserve the right in our absolute discretion to freeze that customer’s account or to close the account immediately and the customer shall forfeit all his winnings. Customers should also note that their original deposits will not be refunded. Customers shall also be liable towards the company for damages and costs incurred as a result of the fraud.

We would once more like to apologize for misinforming you but since you had not requested a self exclusion at any point of your activity we cannot refund your deposits. Please note that there was no clue about a potential gambling addiction during your gaming activity of your previous account which was closed last year.

I sincerely remain at your disposal.

Kind regards!

I see. Thanks for the reply. My 2 cents on this....

You suspected within the first 12 hours that I had an account but still allowed me to deposit freely, even though my deposit pattern was that of someone trying to chase losses.

You mixed up "self exclude" and "account closed". Those are 2 very different things... email said self excluded account but now its only closed account. How can casino staff get that spectacularly wrong?

I think its obvious you need to change some rules. So at the point of emailing me, you guys were under the impression I had an account before that was self excluded. Yet even with that being the case, also mentioned in the email a lose/lose situation. I win, winnings and deposit are gone, I lose, that's that. Which anyone can agree is the casino putting the situation in their own favour.

Finally, may I ask sotis21? You work for the casino yes? Why is it then that you have been doing positive reviews on the Internet about novibet? (Google your name and you can see reviews you did saying how fast the casino is with responding and paying out).

I appreciate your response but I do not feel satisfied by the explanation. When I get home I will put in a complaint via the ukgc for you guys to respond to. Thanks again

As I can't edit my post. I'm still not home yet but I would also like to ask something else.

So let's say your mistake of thinking I was self excluded but closed my account previously because you didn't have any netent games, was correct. 

Your term quoted to me that members are not allowed 2 accounts. My account was closed for having more than 1 account.

Again, if it was correct that my account was closed because you didn't have any netent games, that means I had 0 accounts. So therefore this account shouldn't have been closed if that was the case as I only have 1 account (that account). It was only after support promised me something like 120 I believe it was after the losses for verifying my account with ID that my account was closed. I feel that most members here will agree I should at very least get that 120 I was promised paid back onto my card.

As for confirming that I did have 2 accounts when verifying my id.....

What would have confirmed your suspicions from my id? If my previous account was closed because you didn't have any netent games, you would never have seen my id before.

I sent passport, bank statement and front and back of my card.

My card was brand new as of April 2016. The address on my bank statement was a new adress as I moved into a new home at the end of last year and my id only confirms my name and dob.

I believe your systems flagged me up because of my name, phone number and dob. Yet it allowed me to deposit and lose all of my money, which would have been forfeited anyway if I had won.

Dear marcus2281,

I do sincerely understand your disappointment. However, I need obliged to inform you that we can not prevent a client from depositing based on a mere suspicion that he already holds a double account. Additionally, under no circumstances, would your deposit flow be able to reveal a potential gambling addiction, as you claimed.

Once more, i apologize for the misinformation regarding the closure of your account. Of course, nothing has been mixed up as the reason for which you decided to terminate your first account has been clearly stated in the past. Unfortunately, the wrong email template was sent to you, mentioning the term of self-exclusion.

I can ensure you that our policy is based on the requirements of our licensing agreements and regarding our term, 2.7, customers are only allowed to open one account. Opening of multiple accounts is not permitted. Should we have reasonable suspicions that any of our customers has opened multiple accounts with us we reserve the right in our absolute discretion to freeze that customer’s account or to close the account immediately and the customer shall forfeit all his winnings. Customers should also note that their original deposits will not be refunded. Customers shall also be liable towards the company for damages and costs incurred as a result of the fraud.

As long as crediting our welcome bonus requires the verification of your account as well as not having violated our terms, unfortunately no bonus amount can be sent to your bank account.

Of course, as long as our responses do not satisfy you, you are kindly requested to contact the Gambling Commission as you mentioned in your previous comment, in order to state your complaint.

Kind regards

"As long as crediting our welcome bonus requires the verification of your account as well as not having violated our terms, unfortunately no bonus amount can be sent to your bank account."

This was not a welcome bonus. I didn't take a bonus. After the money was lost I asked support if they could issue a free chip. I'm sure you have the chat logs of this which (I do too but they are saved on the other computer here) was where support said something to me which was along the lines of "Once verified, $120 is yours". Support made no mention of "$120 bonus". It was mentioned as if that amount was being given to me on my account such as "cashback".

"in our absolute discretion to freeze that customer’s account or to close the account immediately and the customer shall forfeit all his winnings. Customers should also note that their original deposits will not be refunded"

So your licencing agreement is it's your discretion to freeze or close the customers account. However, they will always forfeit their winnings and their original deposits will be kept by the casino. Why is it your licencing agreement? When others dont have that rule.

So, you made a mistake with the wrong template... "discretion" is a word which means there is a choice. Why was it that this "choice" was made to close my account when the money had been lost? Call me a skeptic but could this be because you knew I was due to have $120 credited to my account?

See it this way, a customer makes a mistake, has a second account opened and they are not self excluded. They lose quite a large amount of cash, showing they could well make the casino a lot of money. What casino in their right mind would use their discretion to terminate the players account? 

Finally,

as there was no reply to this question before... 

"may I ask sotis21? You work for the casino yes? Why is it then that you have been doing positive reviews on the Internet about novibet?"

Now i'm home... Just to refresh your memory on the 4th of August 2016

" I figured out Novibet casino by searching the list of certified casinos couple of days ago. Variety of slots of Microgaming, fair enough deposit bonus and decent loyalty program. In addition, I asked for support via chat for help in order to ask where should I send my documents and they replied in less than a minute politely.

I won and made my first withdraw of 250€ and surprisingly the money got into my account in less than 24 hours, which was something that surprised me in a positive way. I know that Novibet casino is not Paddy power casino or William Hill but it seems to me after almost 15 days a fair choice of trust and gambling. Well done guys!"

Until then, on websites the reviews were far from how you explained it in your review. Slow payouts, slow support, then as if by magic, your username pops up just a month before you joined here with a review saying how quick support were and winnings had reached your account within 24 hours.

I'm very familiar with computers (Certified engineer, scripting experience and user of the internet for nearly 20 years) and can confidently say through various searches your username pops up twice... Here and as the author of that review. If this was co-incidental and there was more than 1 "sotis21", much more activity relating to that username would show on searches, not just a review praising novibet and your LCB rep account for Novibet.

The reason I mentioned it is because some of what has happened in my situation could be deemed as untrustworthy or unfair by some and the activity of casino staff falsely writing positive reviews to trick some players into depositing is seen as untrustworthy and unethical by all players. 

Dear marcus2281,

I hope you had a great weekend.

I would like to inform you that Novibet is regulated not only by the Isle of Man Gambling Supervision Commission but also by the UK Gambling Commission, two of the most respectful Gambling Commissions. This actually means that Novibet provides players with a safe environment by using data security procedures that exceed e-gaming standards!

Each player, by doing a registration, agrees to clear terms and conditions approved by IoM and UKGC in order for Novibet to ensure fair play and responsible gaming. As it has already been mentioned to you in a previous answer, one of the clearest rules is 2.7 referring to multiple accounts, regarding which, opening more than one accounts is not allowed, as it happened in your case.

Of course, as long as our responses do not satisfy you, you are kindly requested to contact the Gambling Commission in order to state your complaint.

Finally, keep in mind again, that Novibet stands out for being one of few companies which are regulated in both IoM and UKGC, so as you can imagine our goal is players’ daily security, safety and also first class customer service!
As you can imagine, players’ daily security, safety and also first class customer service are our major goals! ‘’Sotis21’’ is just a username such as thousands common usernames worldwide which are being used every day and Novibet has no responsibility and authority on possible positive/negative comments which are made by unknown and anonymous usernames online.
Manipulation and unfairness are negative and unacceptable facts which are far away from Novibet spirit and mentality. This is a true fact for thousands of Novibet players who trust us, either in sportsbook or casino, who can ensure you about our company’s high ethical level.

Kind regards

I played at this casino a couple of times. I have already won some good money here and this time also had a win. At the beginning of March I won 1 521 EUR here. My account was verified before so I just claimed my withdrawal but since then it did not go further then pending. On the19th March I found the letter from the casino informing about some kind of investigation and that my account was deactivated. So, obviously I would not get any money. I got no update from the casino since that time, I want to get my win paid to me...

Hi Captain01,

Please private message me your casino username and we will ask the Casino Rep to look into your account? 

Thanks for sending your casino username. We have informed the casino of the issue you are having.

Keep an eye on this thread for the updates. 

Hello Captain01,

We have been notified by the casino that their relevant department is looking into your case. Keep you posted. 

Hello Captain01,

We've received a reply from the casino, they are willing to assist and advised that you need to contact them directly in order to get relevant feedback. Please send an email to support@zulucasino.com as they requested. 
Do keep us updated on the outcome. 

I will contact them! Will inform about the further reults!

Sent the casino the email more than a week ago but got no response...

Hi Captain01,

We will send another reminder to the casino and ask for an update. Keep you posted. 

Hello. My username is joelmirel on novibet. I managed get 1280€ wins. Then i tried to withdrawn them. I was verified almost immiadetly when i joined in. Then they asked my phone verification, id in my hand and bank card photos. I sended them and they verified them. Then i readed some comments that other players have had difficulties to withdrawn and novibet have held their money for months. Then i asked live chat that do i have to worry about anything and is my money coming for me. They insisted me that i shouldn worry and they said 24 hours and money shoud be in my account. After 48 hours they had deactivated my account and put me in investagation. I asked why and they didnt tell me. It has been week and and half and still no other response that im in investagation and no idea why. Can you help me on this one?? I buyed some things to my house because the winnings mut money still in their hands and its difficult for me. Joelmirel is my username. I am very grateful if someone can help me!

Hi Joelmirel,

We are going to notify the casino rep and see what's going on with your withdrawal. Keep an eye on this topic.