Good evening, I opened a novibet account with the Username kikiakop in July 2019, I sent my identification documents and I was identified. All this time I was playing without any problems making lots of deposits with identified vivawallet and regular average turnovers (20 to 100 euros on average) on January 29, 2020, where I made a withdrawal of 490 euros, and the money went into the viva account in 2 hours. Everything changed when last Sunday I caught a ticket with many matches where with 25 euros, I won 1700. Initially they put a limit on my account (eg 0,97 minutes maximum bet), when I asked for a withdrawal of 900 euros (the rest to have for slot machine and see how it goes with the limits) they do not put my money. I asked for the 900 euro withdrawal with viva Wednesday 8.20 pm, last night after 24 hours I contacted them in the chat, and they told me that the withdrawal is in the process of processing and control. When I asked for a more specific schedule they did not answer me anything specific and tried to close the conversation with the phrase there is something else to serve you. The consequence of this behavior was to get angry and tell them that they confuse me unfairly and that I am pregnant. Then the person in charge of the chat informed me that my account was placed in a state of self-exclusion, for my own protection. When I protested, he told me that they act according to Legislation !!! following my own statement, that gambling harms me something that is untrue as as it appears from the chat, I clearly stated that I am confused by the treatment-behavior in the chat. When I asked what would happen, with the rest of the money (1783-900 withdrawal = 873) they told me if they want to be repaid and I answered yes, and the conversation ended. Finally, they did not put it on yesterday either, and I contacted the chat again and asked when the money would come in and they told me within the next few days !!!!, without knowing the exact time. This time they invoked a high workload. When I asked to know how legal self-exclusion is from the moment I did not ask for it nor do I have a gambling issue, the answer he received was "we have informed you" meaning the answer to the previous chat's supposedly for my protection !!!. Today they have not put the money while they have not sent the slightest e-mail to ask for something. In view of the above I would like to ask for your help and answer the following questions - note these are recorded in the chat
1. How legitimate is a self-exclusion that I have not asked for while betting does not even raise my issue with the circumstances it took place? - I was not held liable for abuse, false information. Self-blocking I didn't ask for
2. Why they delay my money while they can do it in 2 hours from my previous withdrawal
3. For so many months that I was praised and fully identified, I was good for them because they didn't say anything
4. It is a coincidence that it all just started at 25 euro 1700
5. My deal has had 6-8 races in different races because they can accuse me and haven't done so yet.
6. If you mediate you will get angry anymore and they will eat up my money and what can I do
7. What to do when they haven't asked for anything for the past 2 days and how long to wait for the money to come while I know they can put it in 2 hours.