Complaint #66
Novibet Casino
Extra verification hoops keep being added to delay withdrawal
7 years ago
I joined Novibet 5/6/19 - as a UK resident you are now required to be verified before playing and as such novibet asked for ID / proof of address upfront before I was allowed to deposit and play. I supplied this immediately and got an email confirming I was now verified.
I then deposited and claimed my 100% matched bonus on casino. I played a variety of slots and managed to do quite well getting my balance up to a 5 figure sum without going into the bonus. As such I decided to forfeit the bonus and make a partial withdrawal of £4000 to my card that I had deposited with
On 7/6/19 I got a request to supply pictures of my bank card to complete the verification process for the withdrawal - I supplied immediately and got an email response confirming my account was no fully verified and I expected that now i should get my withdrawal having complied with all necessary KYC requirements and having the company confirm not once but twice that my account was verified.
Then three days later on 10/6/19 I get an email stating that now even though the account has been supposedly verified not once but twice I am now required to send in even more documentation - a picture of an ID selfie and a document proving the phone number registered to my account is mine somehow.
At this point I register a complaint saying they are just now putting extra unwieldy KYC checks on me to avoid paying out my winnings and that this goes against the UKGC legislation introduced on 7th May in response to the CMA investigation showing that online operators use this tactic to avoid paying out winners.
They reply pointing to t ems buried deep within terms and conditions that says essentially they can ask for whatever they like at any point. I'm not disputing that they can ask for verification but they should be clear that if you don't have a mobile phone contract in your name then you run the risk of not being able to fulfill their KYC checks - this is of course a nonsense as many people use Pay as you go sims as I do myself. This requirement for mobile phone contracts should be front and centre in the promotion banner not two clicks deep and half a page down
As such I have sent the ID selfie they requested but am wanting to file a complaint here as it'd obvious they just don't want to pay me my winnings and are adding hoop after hoop even though they have twice confirmed my account to be verified. I have played in multiple casinos and any that require phone verification will send a text message to your phone. I've never heard of a casino asking for a mobile phone contract or stalling a withdrawal based on not having one
As such I have provided over and above the required verification documents - it is obvious to me that the company keeps adding hoops because it doesn't want to pay out and I want to bring it here first and hopefully we won't need to go to IBAS
All I want is the company to me the winnings from my account in full immediately
I then deposited and claimed my 100% matched bonus on casino. I played a variety of slots and managed to do quite well getting my balance up to a 5 figure sum without going into the bonus. As such I decided to forfeit the bonus and make a partial withdrawal of £4000 to my card that I had deposited with
On 7/6/19 I got a request to supply pictures of my bank card to complete the verification process for the withdrawal - I supplied immediately and got an email response confirming my account was no fully verified and I expected that now i should get my withdrawal having complied with all necessary KYC requirements and having the company confirm not once but twice that my account was verified.
Then three days later on 10/6/19 I get an email stating that now even though the account has been supposedly verified not once but twice I am now required to send in even more documentation - a picture of an ID selfie and a document proving the phone number registered to my account is mine somehow.
At this point I register a complaint saying they are just now putting extra unwieldy KYC checks on me to avoid paying out my winnings and that this goes against the UKGC legislation introduced on 7th May in response to the CMA investigation showing that online operators use this tactic to avoid paying out winners.
They reply pointing to t ems buried deep within terms and conditions that says essentially they can ask for whatever they like at any point. I'm not disputing that they can ask for verification but they should be clear that if you don't have a mobile phone contract in your name then you run the risk of not being able to fulfill their KYC checks - this is of course a nonsense as many people use Pay as you go sims as I do myself. This requirement for mobile phone contracts should be front and centre in the promotion banner not two clicks deep and half a page down
As such I have sent the ID selfie they requested but am wanting to file a complaint here as it'd obvious they just don't want to pay me my winnings and are adding hoop after hoop even though they have twice confirmed my account to be verified. I have played in multiple casinos and any that require phone verification will send a text message to your phone. I've never heard of a casino asking for a mobile phone contract or stalling a withdrawal based on not having one
As such I have provided over and above the required verification documents - it is obvious to me that the company keeps adding hoops because it doesn't want to pay out and I want to bring it here first and hopefully we won't need to go to IBAS
All I want is the company to me the winnings from my account in full immediately
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