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Novibet Casino - Delayed payment, 2 weeks and still no answers

RESOLVED
demiemmott United Kingdom
Posted on September 17, 2018.

I requested a payment of £573.33 on the 1st of September. I completed the required verification ( ID, proof of address and bank card) and received confirmation my account was successfully verified on the 3rd of September, it also said I would be notified soon via email re the course of my withdrawal. It is now the 14th of September, I still have not received payment, it has not yet even been processed. I was assured I would receive communication today but now this has been changed to 'when we have an update' - they wont tell me what the issue is - it is over the 3-5 days timeframe they give for card withdrawals. Customer support have not been helpful, no-one will give me a timeframe. Saying 'soon' or 'as soon as possible' means nothing as this has been going on now for two weeks and I am no closer to receiving my money, .

Posted on September 21, 2018.

Dear DEMIEMMOTT ,

I am grateful that your comment was brought to my attention and please accept my sincere apologies for the inconvenience. This is to inform you that your complaint has been internally reviewed and as far as i have been informed, your withdrawal has already been completed and the update has been provided to you via mail and via personal chat communication.

As there has been unfortunately a breach of our General Promotions Terms, i would like to ensure you that all the needed actions have been taken, always based on the UKGC regulations.
I wish you lots of fun in Novibet casino and we always remain at your disposal!

Kind regards,
Faye Makri

AskGamblers
Posted on September 21, 2018.

Dear @demiemmott,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

demiemmott United Kingdom
Posted on September 24, 2018.

No, the complaint has not been resolved. I have asked you for information around how you have came to the amount of £45 on my account. you have said none of my winnings will be paid but you won't refund me my original £250 deposit even though that gameplay considerably contributed to those winnings - if none of my winnings are valid then I would like my deposit returned, if you wont do that they the winnings you will not pay should be reviewed based on gameplay that I used my deposit for. I also continued playing after bonus rounds and won £300- you have kept that too. You said this will be re-reviewed but I have had no further communication from you.

Posted on September 26, 2018.

Dear DEMIEMMOTT,

Hi! I can confirm that your case has been investigated thoroughly and regarding all the questions above, you have already received the responses via our support services.

With regards to your initial deposit the amount was lost while playing and your second deposit was withdrawan together with loyalty bonus money which did not include any wagering requirements.

Based on the fact that there has been a breach of our General Promotions Terms about which you have already been informed some days ago, i would please request you to check your mail inbox.

Our support team is always available to provide you with its services!

Kind regards,
Faye Makri

AskGamblers
Posted on September 29, 2018.

AskGamblers Complaints Team is awaiting Novibet Casino team to provide the required information.

AskGamblers
Posted on October 2, 2018.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Novibet Casino where it is clearly displayed that player breached General Promotions term #13 and Welcome Bonus term #10:

13. 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.
This list is not intended to be exhaustive and includes only some of the most common breaches:
....
Stashing or similar wagering patterns (e.g. accumulate scatter symbols or in-play freespins to avoid wagering requirements);
....
10. All Roulette, Baccarat games (RNG and Live tables) and Progressive Slots (Jackpots) do not count towards the Casino wagering requirement as well as the following video slots: Beautiful Bones, Castle Builder and Castle Builder II.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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