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Novibet Casino - Delaying withdrawal indefinitely

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
birocsnyer United Kingdom
Posted on June 1, 2020

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.

birocsnyer United Kingdom
Posted on June 2, 2020

Just as I anticipated, after this review they proceeded with the confiscation right away and refunded only my deposit. They are also respond with the usual me breaking the same terms interestingly 50% of the costumers somehow break. They of course have no evidence of this as it is not true, they just confiscate costumers' winnings 50% of the time (check previous complaints), it is part of their business model. I encourage all robbed costumers to file IBAS claims and file lawsuit at small courts claims as well. The prevalence of confiscations with this casino is unprecedented and needs to be stopped.

Posted on June 4, 2020

Dear BIROCSNYER,

We have investigated your case thoroughly and as you have already been informed accordingly, your initial deposit has been refunded to your account and the winnings have been removed. While registering to our website, you accepted our terms and conditions but your account has now been permanently deactivated due to violating our general terms 2.7 and 2.8.

AskGamblers
Posted on June 4, 2020

Dear Novibet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

birocsnyer United Kingdom
Posted on June 5, 2020

Thanks to AG for requesting actual evidence for me breaching these terms. As far as i see in the previous complaints and other reviews on similar sites, they do not provide any evidence, just simply state that player violated a term. I already contacted IBAS and will proceed with small claims court as I am 100% confident in singing up from my own device, iphone8, using chrome browser, with my own IP address automatically provided by mobile network 'three', and depositing the same time. Taking 100 bonus and spinning on a usual slot 5 pounds all the way until a finished wagering. I was the only one registering ever from my home address, device, payment method and identity. I did nothing else on their website after this after withdrawing the same day. It is 100% impossible for me to have breached their 2.7 and 2.8 terms. I also do not see them providing any evidence for their allegations to any of the other confiscation cases they have done.

AskGamblers
Posted on June 5, 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 above mentioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome complainant expected, and that complainant already contacted the appointed ADR entity, we kindly request that final ADR's ruling is provided to AskGamblers Complaint Team if it differs from our decision.

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