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Novibet Casino - Delayed payment, no response

RESOLVED
Ticdoy05 United Kingdom
posted on November 13, 2018.

I won the amount of 1608 on 1 November 2018. I was asked to send verification documents which I did on the 2 November 2018, all of which were accepted and then I was asked for additional documents such as proof of registered mobile number, holding ID and also a bank statement showing my deposit into their casino.

I provided all this information on 7 November 2018, although my mobile is pay as you go so it is hard for me to show proof it is my registered number, however I provided an online screenshot of my account showing my name and number.

I have been on chat and written 3 emails since questioning where my money is and I just keep being told 'my account is under review and there is no time frame'. I have provided every document, even ridiculous ones they have asked for and they can't even give me an answer. They have deactivated my account also with no explanation.

I keep emailing asking whats going on and an automated message gets sent back saying the responsible department will review it and get back to me. Although i have heard nothing back in over 5 days now.

I want my winnings, its been almost 2 weeks now and it is disgusting customer service. I can see a lot of complaints n here regarding this casino!!

posted on November 16, 2018.

Dear TICDOY05,

This is to inform you that your complaint has been internally reviewed and, based on the information I have been provided with, an update has already been communicated to you via e-mail.

Based on the UKGC regulations, your account was deactivated during an investigation for security reasons. As soon as the investigation was successfully completed, your account was reactivated and you are now able to withdraw your funds.

Please accept my sincere apologies for the inconvenience, we are always at your disposal if you need further assistance with regards to your account in the future.

Kind regards,
Faye Makri

AskGamblers
posted on November 16, 2018.

Dear @Ticdoy05,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. 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.

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