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Novibet Casino - Delayed payment over phone number ownership

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
Posted on April 20, 2020

I have made a deposit of £100 and won £400 pounds at Novibet - the withdrawal has already taken over a week once they suggested it's been delayed due to not having a picture of my card (which I had to chase them for). Please note I was fully verified PRIOR to depositing also at which point I thought it would be plain sailing.

After a week they now have responded with the following -
1. Please send a selfie with your ID (ok thats fine I can take that is is becoming normality now)
2. An official document that proves your registered number belongs to you?

- Sorry but I own a pay as you go sim card for starters, and why does this have any relevance on my withdrawal?

I want to make this known to the community as it's just becoming totally ridiculous the levels these companies are going through to delay payments and encourage gambling, as yet again my balance has also been returned to use!!!!!

Thanks

Posted on April 20, 2020

Hello GROYALL4757,

We'll be needing your Novibet Username to check your player account.

In order to be fully GDPR compliant, can you please liaise with AskGamblers support and provide all the information necessary.

Kind regards,
The Novibet Team

Posted on April 20, 2020

Username is < username removed >

AskGamblers
Posted on April 21, 2020

Dear Novibet Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on April 23, 2020

Hello AskGamblers support,

I confirm that we have received the player's details.

Thank you,
The Novibet Team

Posted on April 26, 2020

Hello GROYALL4757,

This is to inform you that your account has been closed as you've been found breaching term 14 of out General Promotions Terms: https:­//w­ww.n­ov­ibe­t.c­o.u­k/i­nfo­/ge­ner­al-­pro­mot­ion­s-terms

14. 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.

Using minimal risk wagering patterns (e.g. low risk wagering, zero risk wagering or equal betting patterns);
Two tier betting (where large bets are placed on high variance outcomes, before switching to normal variance outcomes to clear wagering requirements);
Placing contradictory or repetitive bets;
Placing the 100% of the bonus amount in a single bet;
Using multiple accounts to obtain more than the number of bonuses or free bets permitted for each customer;
Concealing your country of residence in order to access a promotion or bonus that is not available in your country of residence;
Colluding with other customers in order to take advantage of promotions or bonuses;
Stashing or similar wagering patterns (e.g. accumulate scatter symbols or in-play freespins to avoid wagering requirements);


As per out terms we proceeded to close your account.

17. Where you are in breach of any promotion terms, we may be entitled to cancel any bonuses or promotions applied to your account, reclaim any bonus element of such offers and either settle bets at the correct odds, void any free bets, void any bet funded by a bonus, or remove any subsequent winnings relating to a bonus / free bet.


Thank you,
The Novibet Team

AskGamblers
Posted on April 27, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Novibet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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