Complaint #8
Novibet Sportsbook
Delayed payment of 14200
4 months ago
Dear AskGamblers Complaints Team,
I would like to file a complaint regarding a casino that is refusing to process my withdrawal despite full cooperation on my side.
I deposited a total of €9,000 starting from 1 December 2025 and placed sports bets. I successfully won approximately €5,000, and my current account balance is €14,200. Since 12 December 2025 I have been trying to withdraw my funds, but every withdrawal request has been rejected.
The casino continuously requests additional verification documents. The current issue is related to my registered phone number. My account was created using a prepaid mobile number. The casino now demands proof that the phone number is registered in my name. However, prepaid numbers cannot be registered to an individual, making this request impossible to fulfill.
They also require a verification phone call. I have attempted multiple times to arrange a suitable time for this call. One call was scheduled, but unfortunately I could not answer at that moment. After that, I contacted live chat twice to arrange a new call. On both occasions I was promised a call, but no call arrived as agreed. In one case I was told the call would come within 20 minutes, but it actually came the next day while I was asleep.
I have provided extensive verification already, including identity documents and requested selfie photos with handwritten notes. Despite this, my withdrawal remains blocked.
In my opinion, this behavior is unfair and unreasonable, especially as the casino is demanding proof that cannot exist. I request that the casino processes my withdrawal immediately. If the issue is not resolved, I am prepared to escalate the matter to the relevant licensing authority.
I kindly ask AskGamblers to review my case and assist in resolving this dispute.
Thank you for your time and assistance.
I would like to file a complaint regarding a casino that is refusing to process my withdrawal despite full cooperation on my side.
I deposited a total of €9,000 starting from 1 December 2025 and placed sports bets. I successfully won approximately €5,000, and my current account balance is €14,200. Since 12 December 2025 I have been trying to withdraw my funds, but every withdrawal request has been rejected.
The casino continuously requests additional verification documents. The current issue is related to my registered phone number. My account was created using a prepaid mobile number. The casino now demands proof that the phone number is registered in my name. However, prepaid numbers cannot be registered to an individual, making this request impossible to fulfill.
They also require a verification phone call. I have attempted multiple times to arrange a suitable time for this call. One call was scheduled, but unfortunately I could not answer at that moment. After that, I contacted live chat twice to arrange a new call. On both occasions I was promised a call, but no call arrived as agreed. In one case I was told the call would come within 20 minutes, but it actually came the next day while I was asleep.
I have provided extensive verification already, including identity documents and requested selfie photos with handwritten notes. Despite this, my withdrawal remains blocked.
In my opinion, this behavior is unfair and unreasonable, especially as the casino is demanding proof that cannot exist. I request that the casino processes my withdrawal immediately. If the issue is not resolved, I am prepared to escalate the matter to the relevant licensing authority.
I kindly ask AskGamblers to review my case and assist in resolving this dispute.
Thank you for your time and assistance.
Screenshot
