Novibet Casino - Violating its own withdrawal time frames

Julie Grant United Kingdom
posted on March 8, 2016.

I made a withdrawal of £440.90 on 03/03/16. I also The website says 3-5 days for card payments. Because I had not received it by close of business today, I went on the live chat to see what was going on. The chat rep was not helpful at all, said they had a "heavy workload" which was delaying payment and after being very vague said it would probably be next week before I received it. I then asked who I should address a complaint to and he completely ignored me. I'm just curious to know how they can take the money instantly but then take a week and a half to withdraw?

posted on March 12, 2016.

Dear Mrs,

We would like to ensure you that your complaint has been taken under serious consideration and a detailed research about the delay of your withdrawal took place.

Firstly, we would like to officially inform you that the verification of our players’ accounts and documents is a required procedure as mentioned in our terms and conditions.
The identification process was completed on the 8th of March and the withdrawal was also completed on the same day.

We do apologize for any inconvenience that might occured, we remain absolutely devoted to the improvement of your gaming experience.

Kind regards,
Faye Makri
Novibet Casino Manager

posted on March 15, 2016.

Dear @fb_10­153­126­903­358404,

Are you satisfied with the casino's response, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.