Complaint #32 Novibet Casino

Delayed payment, 2 weeks and still no answers

By Jade E.

8 years ago

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, .

Disputed Casino Novibet Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

7 years ago

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.

AskGamblers

• Support Team

8 years ago

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

Novibet Casino

• Representative

8 years ago

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

demiemmott

• United Kingdom

8 years ago

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.

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