Complaint #126 Novibet Casino

Deactivated account for over a month

By Nikki V.

6 years ago

On the 14/03/2020 I opened a Novibet account. I deposited £150 and received a £150 bonus, I played a few different games but unfortunately I wasn't successful. Upon opening the account I was asked to verify my account which I did and everything was fine. I then made another deposit on 19/03/2020 and played a few games and won £230 which I withdrew. Then on the 19/03/2020 I was asked to further verify my account with a selfie and also proof of my phone number, which I provided and had a phone conversation with Novibet, at the end of the conversation was told the verification was now complete. The next day 20/03/2020 I receive an email saying 'my account was under review'. It is now 18/04/2020 a month since my account was under review. I have sent over numerous emails asking for an update and each time I receive the same message saying there is no update and be patient. From my point of view there isn’t much more verification I can supply, ive complied In everyday possible and still not got anywhere with them
If you need any supporting documents, verification or emails please let me know and I really hope you can help me get this sorted out. Thanks

Disputed Casino Novibet Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Novibet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Novibet Casino

• Representative

6 years ago

Hello Nikki1983,

This is to let you know that your account has been found in breach of the General Promotions Terms, point 13 and 14. You initial deposit was refunded and your account has been closed.

13. All of our Company’s bonuses/promotions are limited to one per person, family, household address, e-mail address, phone number, IP address, same payment account number (e.g. debit or credit card, etc.), same device (smartphone or tablet) and shared computer, e.g. school, public library or workplace. The Company reserves the right to determine whether it believes different accounts are connected to the same person, using whatever methods it deems appropriate.

14. All of our Company’s bonuses and promotions are intended for recreational players only and we may limit the eligibility of players participate in all or part of any promotions/bonuses. We therefore expect that you will participate in all bonuses and promotions fairly, so that our other customers too may enjoy our services. We have set out below certain types of play which we consider to be unfair and which therefore may be in breach of these General Promotions Terms.

Using minimal risk wagering patterns (e.g. low risk wagering, zero risk wagering or equal betting patterns);
Two tier betting (where large bets are placed on high variance outcomes, before switching to normal variance outcomes to clear wagering requirements);
Placing contradictory or repetitive bets;
Placing the 100% of the bonus amount in a single bet;
Using multiple accounts to obtain more than the number of bonuses or free bets permitted for each customer;
Concealing your country of residence in order to access a promotion or bonus that is not available in your country of residence;
Colluding with other customers in order to take advantage of promotions or bonuses;
Stashing or similar wagering patterns (e.g. accumulate scatter symbols or in-play free spins to avoid wagering requirements);
Moving from low weighted or un-weighted games (in the context of contribution to wagering requirements) to a high weighted game after large wins for the purpose of clearing wagering requirements;

Regards,
The Novibet Team

Nikki1983

• United Kingdom

6 years ago

Thanks for the reply @askgamblers this is what I mean. They just stall for time, over and over again.

AskGamblers

• Support Team

6 years ago

Dear Novibet Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Novibet Casino Complaint Stats

Resolved 54 / 57

Avg. Amount $3,643

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Novibet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 44 out of 47 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Novibet Casino Complaints

See all complaints for this casino

Declined Withdrawal Requests

I have been requesting withdrawal from Novibet for the past few weeks and have provided everything they have requested from me in terms of KYC documents. I sent in my mobile phone number connected to my account and a picture of myself holding my driver's license. Additionally, I have provided proof of deposit for my account both through Novibet and a screenshot of the deposit from my bank and I still have yet to receive my withdrawal.

Furthermore, each time I am told that I have provided all documents, more documents are requested which just appears that the book is going through a never-ending loop to delay my payment.

I am also having trouble attaching all the documents, but I can send those by email if necessary.

Unresolved

$1,655

3 weeks and still waiting on withdrawal

I have been waiting 3 weeks for my payment. My account is fully verified and I do not play with bonuses so there is no wagering.

I have contacted them many time, both customer support and by email and I get the same generic reply everytime "we are looking into this" or "this has been referred to the department to investigate"

They actually give no advice on what they are waiting for and don't say that its going to be processed. They money is also just gone from my account and if the withdrawal had not worked you would think it would get sent back to your account at least but it's no where to be seen.

Based on trust pilot reviews I can see this is a regular pattern with this casino and this is what they do... some people never see their winnings.

I wish I had known this before selecting this casino. I will continue to spread awareness at every platform and continue making complaints until this is resolved. I am also contacting the gaming commission to have this casino closed down if this is not resolved this week.

Reading tonnes on 1 star reviews like this is so disappointing that they are still allowed to operate and steal peoples money.

Resolved

$500

Delayed payment of 5623 euros

I deposited 1,000 euros on that page for the first time on March 10, 2024. From then on, I made a total of 3,800 euros in deposits. I managed to win in the end so that my account balance increased to 5623 euros. After this, I was set betting limits, after which I wanted to withdraw the money on 13.3 2000 euros and 14.3 3623 euros. It says on the website that withdrawals take 48 hours to process. Since then, I have been asking on the live chat several times why the money hasn't arrived. I have always received the same answers, but never the right answer. Now I've waited a week and I can't bear to go to the live chat anymore to ask because I don't get any answers there.

Unresolved

€5,623

Delayed payment of 1000euros

Hi I've been waiting to withdraw my money for over a week now and I can't because of a technical issue I was informed about this a week ago and the issue still isn't fixed and I haven't got any update and been told I'll be informed by email isn't good enough I've been waiting a week and still not one little bit of information or update other than you'll be informed by email when it's fixed

Resolved

€1,000

Casino changed the rules

I was playing gates of Novibet. Bought 15 rounds for €20. My multiplier went over 1000x the game ended with 10 spins and said I had reached the max! I questioned this and was told the max win is 5000x original bet and remaking features will be forfeited. I looked up every single rule for gates of Novibet and there was no such rule! I screenshotted every rule. They then added the rule of 5000x max original bet afterwards. I have tried to resolve this with Novibet but they said they didn’t add the rule! See below the rules of the game. The new rule has been added since then

Resolved

Delayed payment of £2,000 for 2 months without any updates

I requested a payment of £2000 on 05.12.2021. After this my account was deactivated without any reason and they ask me some documents , even if the account was fully verified . Two days later I sent them all the necessary documents and waited for their respone.

I have sent over numerous messages asking for an update and each time I received the same answer saying there is no update and to be patient, even now after 2 months, which is unacceptable.

I really hope you can help me get this sorted out, this is not how a casino should operate, abusing the fact that they are not obligated to give a time frame. Thank you in advance !

Resolved

Deactivated account 4 months ago and withheld £70

4 Months ago i tried to log into my Novibet account, to find a message saying i had been deactivated and contact customer support. I contacted them to be told i had to verify my ID (again, this seemed to be happening very regularly). I sent all the required documents and was told they would need to verify me through a phone call. I recieved the phone call, confirmed all my details and told they would get back to me. 4 Months down the line my account is STILL not open and they have £70 of my money in the account!

On contacting live chat and emailing - i keep getting told my account is currently under review with the security department and i will be informed when the investigation is completed. Im not even bothered that my account is closed as they have treated me unfairly, i just want my £70 back!

Resolved

Withdrawal has not reached my bank as of yet

Hi,

Made a withdrawal on the 23/10/21 funds have never gone into my bank. Spoke with novibet lots of time been told they had technical problems that day and I would get the money in 8 day. Two weeks later still not had the money.

I ask them for a transaction code and they keep saying they don't have it, every time I speak to them they just ask me to wait longer and longer. Spoken with the bank they, can't find this payment. I believe it never been sent and that is why they won't provide me with the code.

It is my legal right to have this code, the withdrawal is only for a small amount but I don't see why I should allow this to happen. Is disgusting and I'm no longer happy to keep being told few more days. I suspect they asking me to wait few more days in hope I will just give up.

I have taken photos of all the chats and emails and provide proof they just keeping saying few more days few more days.

Resolved

£35

My withdrawal of £6000 is processed but no funds

I made 2 withdrawal requests totaling £6000 on Thursday 28th October and after confirming my ID etc. Received a confirmation of the withdrawals being processed on 29th October at roughly 11am.

The withdrawal has not hit my account and after checking with my bank they have confirmed that the payment would have been received by them by now if the withdrawal had been processed when stated.

I am unable to get a meaningful update from the customer service teams and fear that this will continue to drag on.

You can see that the timeline in the withdrawal email states 1 - 3 days and I have still not received my funds and I was also promised an ARN code so I could track it with my bank yesterday which again has not been provided.

In addition to this I have also had a telephone conversation where I was told the money would be in my account by Wednesday of this week at the very latest.

Resolved

£6,000

My casino account has been deactivated for 4 months

Greetings, my name is Tommy. Betting company Novibet sent me a message on June 15, 2021 that it has deactivated my account without explanation, they asked me to send them a photo with some documents.

On June 16, 2021 I sent them all the necessary documents and waited for their response.

On June 17 I got a message that my account is deactivated again and I have to wait for a full check!

It has been 4 months and as soon as I write them an e-mail to find out how things are, they tell me that verification is still in progress and will soon be ready, they say to be patient.

As for me, the company just stole my money without explaining any reasons!

I want my money back!

Resolved