Complaint #133
Novibet Casino
Delaying withdrawal indefinitely
6 years ago
I signed up to Novibet on March 27th and sent them my documents to get verified before depositing. I sent them ID, POA and received the an email from them the same day, stating "Congratulations for the successful verification of your account!". I deposited and took the welcome bonus as well, and ended up with a £1079 balance after wagering, which withdrew.
After seeing that my withdrawal is not getting processed, i sent them an email asking why. I received a response on the same day saying "Your is under process by the responsible department".
After another week, noticing a huge amount of confiscation stories on the internet in regards to Novibet, on April 8th, i sent a complaint email and demaning my withdrawal to be processed as my account is verified. After 12 days i received a response, saying "We would like to inform you that your account has been temporarily deactivated and your withdrawal cancelled". They are also asking for another verification on top of my fully verified account. They are asking for official document that my phone number is mine, which there is no possibility for me to provide as there is no such thing with my sim phone number.
According to the gambling comission this violates the UK rules as well: "When the gambling company is checking your identity for another reason, it can freeze your account until it has confirmed who you are. There is no time limit how long it can do this for. However, if you have asked to withdraw funds from your account, the company must not demand that you provide additional information as a condition of releasing those funds."
Even though they are going against the comissions rule to keep money, I sent them what they were asking for, and they proceeded to close my account for "routine investigation" which takes place for an indefinite amount of time. It has been two months now. As i see, they are doing this to way too many people and mostly they conclude with an unjust confiscation. Surely they can't do this until the client passes away.
After seeing that my withdrawal is not getting processed, i sent them an email asking why. I received a response on the same day saying "Your is under process by the responsible department".
After another week, noticing a huge amount of confiscation stories on the internet in regards to Novibet, on April 8th, i sent a complaint email and demaning my withdrawal to be processed as my account is verified. After 12 days i received a response, saying "We would like to inform you that your account has been temporarily deactivated and your withdrawal cancelled". They are also asking for another verification on top of my fully verified account. They are asking for official document that my phone number is mine, which there is no possibility for me to provide as there is no such thing with my sim phone number.
According to the gambling comission this violates the UK rules as well: "When the gambling company is checking your identity for another reason, it can freeze your account until it has confirmed who you are. There is no time limit how long it can do this for. However, if you have asked to withdraw funds from your account, the company must not demand that you provide additional information as a condition of releasing those funds."
Even though they are going against the comissions rule to keep money, I sent them what they were asking for, and they proceeded to close my account for "routine investigation" which takes place for an indefinite amount of time. It has been two months now. As i see, they are doing this to way too many people and mostly they conclude with an unjust confiscation. Surely they can't do this until the client passes away.
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