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Novibet Casino - Deactivated account winnings with held pending lengthy investigation

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
Amount £ 4000
Posted on October 11, 2019

On the 21st of September 2019 i registered with Novibet. Before I was allowed to deposit I had to have my account verified. Once my account had been verified I received a notification the same day and felt confident that all was well to start playing. I deposited £100 and opted for the bonus of £100. It appeared that the transaction did not go through as it did not appear in my balance. I felt it had not worked so I therefore deposited another £100. Following this I discovered that I then had a balance of £300 made up of £200 own money and £100 bonus. I was not too happy as I had deposited £200 of my own money but never the less I thought it would mean that I would have an opportunity of playing £200 of my own money before having to wager and of the bonus because wagering would only begin once I was playing on the bonus money. I was lucky and managed to win a balance of £4200 before having to use any of the bonus money. I decided to withdraw £4200 and was asked if I wanted to forfeit my bonus funds and I agreed I did. I could safely see that my withdrawal had shown as pending in two increments one of £4000 and one of £200. The next morning on 22nd of September 2019 I decided to reverse the £200.00 and left the £4000 to be processed as a withdrawal. I was playing with the £200 I had reversed and noticed I had an email asking me to upload a copy of my bank card which I did. I managed to upload and old photo of my bank card by mistake and soon corrected this with a live copy on that morning. Whilst playing with my £200.00 I reversed I was kicked of the site and deactivated. When I contacted them immediately they said that my account had been deactivated because it had been referred to security. I asked why and how long would it take to which they replied. I would hear via email once the investigation has been completed. I have since then contacted them on a daily basis asking for them to escalate this and give me a reason as to why it is taking so long and what their timescales would be. Each time I am given the same answer that it is not completed and I had to be patient. I am at the point where I am exasperated and I cannot get any answers or progress updates. I have even said I want to speak to someone senior and they basically do not escalate this. As far as I am concerned I played their slots and did not even use their bonus and played with my own money. I have also offered further ID if required but I cannot get anywhere. Can you please take my case forward for me please as I am not getting anywhere at all and cannot get any answers. All I want is my money that is rightfully mine. As far as I am aware I have not breached any terms and conditions. Thank you for your help I look forward to hearing from you. If you need any further information please contact me.

Posted on October 11, 2019

Hello DEBI123,

Thank you for raising this via the Askgamblers forum.

As you know already by now, and if not, please allow us to confirm that your withdrawal has been processed and your account was reactivated. Please get in touch with support if you have additional questions.

Thank you once again for your patience and cooperation throughout this process and we hope to see you back on our website.

We apologize for any inconvenience caused,
The Novibet Team

AskGamblers
Posted on October 11, 2019

Dear @debi123,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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