Novibet Casino - Verification farce

REJECTED
Phil99 United Kingdom
posted on September 28, 2016.

I joined up and deposited £150 (in £25 increments) before winning £225 and requesting a withdrawal. The next day I received an email requesting documents for verification so I sent in a photo of my birth certificate, sky welcome letter, mobile bill, banking letter and photo's of my debit card. A combination of these has proved sufficient elsewhere on many occasions at many online casinos without issue or incident. Had an email back saying the id wasn't acceptable and that they need photo id, which I had already informed them I did not have. I sent in more documents as this continued. Documents including more proof of bank account and my electric bill as this saga continued over the course of the day before again getting the driving licence and passport request as if the whole thing was going to become a ridiculous cycle. I then rang this morning and asked if there was a way we could finally bring this matter to a close so the withdrawal can make it's way to my bank account and didn't get anywhere so I said I'd have a look for my old provisional paper licence.


Ultimately I could not find it and rang again and asked how long they would hold my winnings for as I now have paid for and reapplied for a new provisional licence, something I neither need nor want, just for the purpose of this withdrawal and couldn't get any response that didn't include the terms and conditions being parroted. I then asked to speak with with a supervisor or manager and was told they'd call me back later but as yet no response.



Hopefully posting this here will help because all that been accomplished so far is I have parted with a whole load of personal information that I am not comfortable with sharing and I have also had to pay out for a provisional driving license leaving me £34 out of pocket.

posted on October 1, 2016.

Dear Mr Phil99,

Thank you for sharing your experience with Novibet and I can ensure you that I have investigated the issue you mentioned.

As you have been informed by the support department of Novibet, the official identity documents for the verification of your account, as requested by the Regulating Gaming Authorities, are the following:

· Passport
· National ID card
· Armed forces ID card
· Full driving license

I can confirm that your withdrawal will be immediately completed successfully, as long as your provisional driving license is received. I hope that you will keep having fun and winning in Novibet Casino!

I do apologize for the inconvenience that has occurred and I sincerely remain at your disposal.

Kind regards,
Faye Makri

Phil99 United Kingdom
posted on October 4, 2016.

Well, as it turns out the money was returned to my playable balance and the mixture of a bit of free time and myself being a compulsive gambler, the balance got played back down to zero. The awkward and unnecessarily stringent verification process enforced by Novibet (which, coincidentally worked out quite well for you on this occasion!) is one I no longer have to bother with and so for all intents and purposes this complaint is closed. I do however formally request that all the id I have sent to Novibet thus far be deleted/destroyed as I will be closing my account. Thanks askgamblers for your assistance.

posted on October 4, 2016.

Dear Mr Phil99,

I do understand your disappointment regarding the cancellation of your withdrawal as this is a common procedure followed by the payments department for our players, as long as their accounts are not verified during a certain time frame.

Under no circumstances would we be happy if you used your money for playing as long as there was such a pending issue but unfortunately we could not interfere in your choice.

I do apologize for your negative experience, once again.

Kind regards,
Faye Makri

AskGamblers
posted on October 4, 2016.

Based on player's last post it is now obvious that the disputed withdrawal amount has been played and lost by the player. In such situation, AskGamblers Complaints Team have no other option, but to reject the case as the main complaints subject is no longer valid.