Complaint #83
Novibet Casino
Deactivated account winnings with held pending lengthy investigation
6 years ago
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.
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