I had registered to Novibet and deposited £250 on the 03/08/2019 for their 100% matching casino bonus. The same day I sent off my appropriate KYC documents to verify my account.
2 days later on the 05/08/19 I hit a big win on slots for £2500, elated for my winnings I withdrew the funds. The following day on the 06/08/19 Novibet emailed me asking for additional documents to verify my account, a selfie with my ID and proof of phone number.
I sent a selfie holding my ID which was accepted, and had to set up a phone call to verify my number as I have a pay n go sim. We arranged the call for the 08/08/19. Novibet emailed asking for a time to call at 5:17 on that day, and after my reply at 5:14 on the same day, giving them a time to call, they emailed me at 5:40 on the 08/08 and said my account was currently under investigation. For some reason in that 25 minute period they decided to switch my account from pending verification to under investigation.
I have contacted Novibet about this regularly for more information or a time line of when it can be resolved and I have not received any other info other than, 'we will update you when we have made a final decision'. This has been going on since the start of August and I just want my money.