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Novibet Casino - Frozen account and no access to my withdrawal balance

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
Hobbit66 United Kingdom
Posted on December 11, 2019

i joined this site on 23/10/19 and had to fully verify my account before i could even deposit. However this is fine the problems started when i made my first deposit, claimed my welcome bonus and won some money via this method.(in line with the sites terms and conditions)
its now been 49days since i made my withdrawal request, since then i have had to yet again fully verify my account, make a phone verification call with the customer verification team, yet they have frozen my account and it is under review? however this has been going on now for the last 49days and i have received no information by the site to assist me to unfreeze my account or gain my withdrawal.
i have sent seven emails to there support team regarding my account(why is it froze, how can i unfreeze it ect) and all i have received is an auto mated email response saying:

Thank you for your message!

As you have been already informed, your account is currently under review by the responsible department. When there is an update regarding your case you will be notified via email.

For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7!

Kind regards,
Novibet Support

yet thats all i ever get back from them, no actual information or steps to take to unfreeze my account and gain access to my withdrawal

AskGamblers
Posted on December 11, 2019

Dear @Hobbit66,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on December 15, 2019

Dear HOBBIT66,

Thank you for bringing this case into our attention.
Based on the fact that you have not received an official update yet, we are going to inform you as soon as possible.

Kind regards,
Novibet Team

Hobbit66 United Kingdom
Posted on December 17, 2019

my withdrawal was for the total of £8,900 which i completed in 3 separate withdrawals (due to casino max cash-out options) so i completed £4000, £4000 and £900 all on 24/10/19

Hobbit66 United Kingdom
Posted on December 20, 2019

just to say I have still not heard from Novibet. Any update?

AskGamblers
Posted on December 20, 2019

Dear @Hobbit66,

AskGamblers Support Team has been informed by the Novibet Casino that you have filed official complaint in front of the IBAS.

Please confirm if you have submitted a complaint in front of the official Regulatory/ADR body. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Thank you for your cooperation.

Hobbit66 United Kingdom
Posted on December 22, 2019

No i have not made an official complaint to any body/organisation regarding this apart from ASKGAMBLERS themselves.

Posted on December 25, 2019

Dear HOBBIT66,

We apologize, it is true that there has been no complaint to Ibas by your account.
However you have already received an official response regarding your pending case by our customer support team.

We remain at your disposal.

Kind regards,
Novibet Team

AskGamblers
Posted on December 25, 2019

Dear Novibet Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with all the relevant facts which 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.

As per the AGCCS /AskGamblers Casino Complaint Service/ Terms, we consider all the information presented during the course of our complaint process totally confidential and not shared with third parties. Please send required information directly to suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

AskGamblers
Posted on January 3, 2020

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on January 7, 2020

Dear Hobbit66 , hi and happy new year!

I have been informed that you received the following official response by our customer support team on 24.12.2019:

"Following your case up, I would like to inform you that Security department concluded that there has been a serious breach of the following terms and conditions:

#2.7 Customers are only allowed to open one account. Opening of multiple accounts is not permitted. Should we have reasonable suspicion that any of our customers has opened multiple accounts with us we reserve the right in our absolute discretion to freeze that customer’s account or to close the account immediately and the customer shall forfeit all his winnings. Customers should also note that their original deposits will not be refunded. Customers shall also be liable towards the company for damages and costs incurred as a result of the fraud.

#2.8 We specifically do not permit our customers to do any of the following:

To act on behalf of another person or third party.
To deposit money originating from criminal activity.
To deposit money through a credit card which a customer is not authorized to use, or knowingly receiving money from such card on in any other manner colluding with a third party to do so.
To use in any manner whatsoever their player account or that of third parties for money laundering or any other illegal purpose.
To use VPN's, Proxy servers, Tor Browsers, IP blockers or any type of software or service used to manipulate or obfuscate their location. This is strictly prohibited and Novibet reserves the right to close any accounts, void any open bets and refund any deposits made minus any withdrawals, if we believe that a customer is utilising such a method.
Having stated the previous, your account has been permanently deactivated, your winnings have been removed and your original deposit has been refunded to your card (it may take some business days for the amount to be available on your bank account).

You may get detailed informed about our terms and conditions in the following url: www.no­vib­et.c­o.u­k/­inf­o/tnc

If you feel that you want to raise a further dispute, you may seek external resolution from an Alternative Dispute Resolution, such as The Independent Betting Adjudication Service. IBAS will act as the ADR for Novibet in respect of all players and not in its capacity as a regulator. "

We remain at ypur disposal.

Kind regards,
Novibet Team

AskGamblers
Posted on January 8, 2020

Upon detailed explanation on the issue along with all the relevant facts provided on behalf Novibet Casino management within their latest post, AskGamblers Complaints Team confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.


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