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Novibet Casino - No payment since April 20th due to Security Check

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
nugsjimbo United Kingdom
Posted on July 31, 2020

I signed up to Novibet on April 20th and won 252.75 and decided to cash out. When i signed up i had all my documents checked before depositing and an email saying "Congratulations for the successful verification of your account!

You can now enjoy all the promotions and take advantage of all the features of your account with the safety and reliability offered by Novibet.

Committed to deliver the best sports betting and gaming experience to its ever-growing customer base, Novibet constantly improves its services by enriching its range of Sportsbook markets and Casino games.

And do not forget that Novibet Customer Service is at your disposal at any time!

Kind Regards,

The Novibet Team"

Nothing happened until May 1st when i was asked to provided a selfie and a mobile phone bill which i did same day. Since then my account is locked and all that they will tell me is that my account is locked for security purposes for a routine check.

They have now held my money for 101 days. With no communication as to what is going on. This is not how a casino should operate.

Posted on August 3, 2020

Dear NUGSJIMBO,

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.

Kind Regards,
The Novibet Team

AskGamblers
Posted on August 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.

AskGamblers
Posted on August 4, 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.

2.7 Customers are only allowed to open one account. Opening of multiple accounts is not permitted. Should we have reasonable suspicions 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 so do.
  • 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.

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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