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Novibet Casino - Refusing to pay after being fully verified, won't give a reason why

Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
Amount £ 4000
Posted on June 6, 2019

I had a win of £9k odd which meant I had a cash balance of £9,137 which I won using my own cash so did not even use their bonus they were offering. My account was fully verified before I even made my first deposit. I had supplied them with my UK passport and my Nationwide bank statement which was used as proof of address, these were both fully accepted and verified.

I then went on to win the life changing amount of money and requested my first withdrawal of £4,000 (they only seem to allow this amount per withdrawal attempt) . I then had an email requesting proof of payment in the form of photos of my bank card i used to deposit so i sent them front/back photos. This again was fully accepted and verified. ONly after I chased them as to where my money is they decided to lock my account and ask me to take a verification phone call and to send in a selfie of me holding my passport next to my face, I did this and again the photo of my holding my passport was accepted by them and I answered their phone call and answered all security questions they asked.

So after jumping through all their hoops and doing exactly as they requested they have now stopped responding to emails and are refusing to keep my money. I would like to push the point that my account was fully verified before I made my deposit. I thought there were new rules saying that UK casinos could not do this sort of thing?

Below is a brief list of what they have been sent and have accepted:

1. Passport - ID
2. Bank statement - Proof of address
3. Front and Back of bank card used to deposit- Proof of payment
4. Selfie/Photo of me holding my Passport next to my face
5. Verification phone which i have completed

Posted on June 6, 2019

Hello LORRP6363,

We are sorry to hear about your experience and we apologize for any inconvenience it may have caused.
We kindly ask you to patiently wait until we conclude the investigation. We assure you that this is a standard and legal procedure.

Unfortunately due to the sensitive nature of the case itself, we are unable to resolve this issue via a public platform.
In this case we strongly suggest to contact our Customer Support Department by following this link: https:­//w­ww.n­ov­ibe­t.c­o.u­k/i­nfo­/su­pport

We will do our best to solve your dispute as soon as possible.

Thank you for your patience and cooperation,
Novibet Team

Posted on June 6, 2019

Unfortunately Novibet refuse to respond via email and refuse to give any reason why they are doing their very best to keep my money unlawfully.

My only option is to make a public complaint. It’s very funny how quick you responded to a public complaint but ignore my emails.

After all the hoops you have made me jump through... selfies/phone calls ect I think it’s only fair that other customers can see for themselves how you act as a business.

I will keep responding on this public platform until I am paid my winnings.

I thought casinos were not meant to treat customers like this. You have no reason to keep my money.

Posted on June 7, 2019

Novibet have confirmed privately that it could take over 3 years for them to respond. I asked them if it could take that long for their investigation and they confirmed.

Novibet will also not confirm why or what they are investigating.

I am asking that AskGamblers please also email them as this is an absolute disgrace. How can a company just steal money like this without any explanation? This is after making me jump though many many verification processes?

Posted on June 7, 2019

Dear LORRP6363,

Thank you for your reply, we respect your decision to make a public complaint but I assure you that we are a transparent company, fully regulated by the UKGC.
Your case is still pending with our Support Team, as soon as we have more details, we will contact you privately.

Once again, thank you for your patience and cooperation,
Novibet Team

Posted on June 7, 2019

So why are you acting like you are not licensed by the UK Gambling Commission?

You are acting like a company who is completely going against any regulations.

I am sure the UKGC would
Not allow a company acting in such unlawful ways if they knew about it.

What I don’t understand is your refusal to answer any questions.

The £9,000 money your are refusing to give me is a life changing amount to me and it feels like you are just doing your best to steal it from me.... and what’s worse you give no reason for it on this public forum nor privately.... you just send out copied replies.

Posted on June 10, 2019

I have now emailed privately while copying in senior members of staff at the UKGC (this took some research). Even after doing this NOvibet are still refusing to respond to any emails.

This behaviour needs to be investigated and I would recommend that no one joins this site if they actually want to win any money. I hope they lose their UK gambling licence.

Posted on June 12, 2019

Dear LORRP6363, hi again!

Your case still sits with our Support Team and it's under review. You will be informed in private about the progress of this case.

You can see in the amount of 'Resolved' cases, that we value our customers extremely high and we are more than happy to pay our winners.

Should you have any more questions or would like to speak more about the details of your account, don’t hesitate to contact us about it. As this information is private and confidential, we can't assist you on a public forum, but you are more than welcome to send us an email at [email protected] or contact us via chat.

Thank you for your patience and cooperation,
Novibet Team

Posted on June 12, 2019

Hi again....

I can also see a number of open complaints against your casino and to be frank why on earth are there so so many complaints against you in the first place?

If I would have know about all these complaints I would have never have joined you..... but thankfully I did as I have won over £9,000 but on the other hand I didn’t know you were unlawfully going to try and keep the money for NO reason whatsoever.

As I have not done anything wrong or broken any of your terms I expect to be paid my rightful winnings as soon as your pointless “investigation” has been completed.

As I have informed you please only respond on here or reply to all in my emails as I have been copying in the UKGC.

I also look forward to Ask gambler to chase you.

Thanks again


Posted on June 16, 2019

Novibet are still refusing to respond or give me an answer to their fake investigation.

14 hours no until I hope Askgamblers follow up with them.

Once they pay me my winnings I will never use this casino again due to the stress they have put me through during this process. I reckon they must have added at least 5 years into my life.

The win they owe was with all
My own cash and not even with any bonus money. They are just treating me so poorly it’s making me feel ill now. I really hope this can get resolved soon as the money I won is life changing to me.

Posted on June 16, 2019

Hi LORRP6363,

This investigation is still in progress, once it’s completed, we’ll get back to you here on AskGamblers and via your personal email.

Customer satisfaction is always a number one priority for us, I appreciate you letting us know about your experience and we look to solve your case as soon as possible.

In the meantime, we’d like to thank you for your patience and cooperation,

Kind regards,
Novibet Team

Posted on June 16, 2019

Hi can you lie on a public forum that customer satisfaction is the number one priority when you put me through so much stress it makes me ill?

Being treated in this manner clearly shows that it is not the case sadly.

As mentioned before there is nothing to investigate so you are just stalling to try and steal my winnings.



Posted on June 20, 2019

Hi LORRP6363,

I’m sorry for the inconvenience caused, but we are entitled to perform these checks.

While we do understand your concerns, please note that we're in the closing stages of this investigation, so we kindly ask you have a little bit more patience.
We will get back to you as soon as possible with relevant information.

Kind regards and thank you for your cooperation as we wait for a solution regarding your case,
The Novibet Team

Posted on June 20, 2019

Why are there so many similar complaints on the ask gamblers site about Novibet?

It seems many many people are having ridiculous delays to being paid and you trying to take peoples money...why?

I can see it’s not only me you are treating in this way!


Posted on June 21, 2019

Hello LORRP6363,

Regarding the number of complaints, I’d say it’s the same with any other gambling operator. Another component is that we are extremely proactive in answering these messages on AskGamblers and some of our customers prefer to reach us using the forums. Other companies, do not engage with their customers on public forums and prefer a much more controlled environment such as email communication.

Furthermore, these checks are normal procedures and they are stated clearly in the terms the conditions.

If you look closely, the majority of the complaints are resolved after thorough investigation and we are more than happy to pay our big winners.

Once again, we thank you for your patience and understanding,

Team Novibet

Posted on June 24, 2019

I don’t believe that you are happy to pay big winners.

If you were you would not be keeping my money..... I have done NOTHING wrong so you have NO reason to put on this whole farce of an investigation.

When will I be paid my winnings?

Posted on June 27, 2019

Hi LORRP6363,

We regret to inform you that we don't have yet an update on this, as your case is still pending.

We thank you once again for your patience and as stated before, we are well inside the time frame to provide a resolution.
Once we have more details, a member of our team will get in touch with you.

Kind regards,
Novibet Team

Posted on June 27, 2019

Four questions...

1. What are you investigating?
2. Why is this so called investigation taking so long?
3. When will you complete this so called investigation?
4. Why are you doing everything you can to scam me out of my just winnings?

If I had done anything wrong you would have completed it by now. This is just a stalling tactic to avoid paying out.

Novibet are acting like scam artist!

Askgamblers need to get involved.

Posted on July 1, 2019

Hi LORRP6363,

We totally understand your frustration, however we can not provide you with further details as long as the investigation has not been finalised.

We expect that it will have been completed by the end of this week and you are going to be informed accordingly by our customer support team which is available 24/7.

Thank you very much in advance for your patience!

Kind regards,
Novibet Team

Posted on July 2, 2019

I still thing you have a duty to inform me what on earth you are investigating. You have declined to comment in both private and on the public forum.

I have been extremely patient in waiting all this time considering I have not done anything wrong. As I am 100% innocent of any wrong doing I expect my withdrawal to be processed on Friday as this is the end of the week.

I look forward to Friday 5th July 2019.

Posted on July 5, 2019

Its now the end of the week. What time can I expect to have this investigation complete and my account reactivated so I can withdraw my winnings?

Posted on July 5, 2019

Dear LORRP6363,

We're sorry to inform you, but as of July 5th we don't have any updates regarding this case.

We'd like you to get in touch with our customer support, as the moderators of this forum can't assist you any further until the investigation is finally completed.

We apologize and remain at your disposal.

Kind regards,
The Novibet Team

Posted on July 5, 2019

You said by the end of the week and as Friday is the end of the week why have you not got any update?

Also I have emailed your team directly and copied in the Gambling Commision but you have not responded?

I will always respond on here as I think it is very good to be transparent as I think it is fair other casinos users can see what they will be getting into if they decide to join Novibet casino.

Posted on July 5, 2019

“We expect that it will have been completed by the end of this week and you are going to be informed accordingly by our customer support team which is available 24/7.”

That was your response?

Why have you not stuck by your word?

Ask gamblers.... please can you ask them the same question.


Posted on July 9, 2019

Dear lorrp6363,

This is to inform you that your official complaint has been reviewed and resolved.

Kindly accept our sincere apologies for the delay and the inconvenience may caused.

Your account has been re-activated and an email with all the instructions required for the next steps has been sent to you.

Kind regards,
Novibet Team

Posted on July 11, 2019

Thank you,

One the full amount of my winnings have cleared into my account I will close the complaint.

As of today no money has cleared.

Thank you


Posted on July 12, 2019

Dear lorrp6363,

That is understandable, please keep us posted.

Wishing you a nice weekend.

Kind regards,
The Novibet Team

Posted on July 16, 2019

Dear @lorrp6363,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on July 16, 2019

Dear all,

Unfortunately it is NOT been resolved. Although Novibet have claimed to have sent me my full winnings of £9,137 this has still failed to be sent to me. They claimed it would take 2-5 working days but it’s not been 5 working days and I have still not received my money.

Novibet please explain why you are still holding onto my money?


Posted on July 16, 2019

Dear LORRP6363, hi!

We confirm that your withdrawal was processed on Thursday, the 11th of July and as you have been informed, the withdrawal amount will be credited to your personal bank account within 1-5 business days depending on the policy of your bank.

We remain at your disposal.

Kind regards,
The Novibet team

Posted on July 16, 2019

So why did you confirm via email the withdrawal was sent on he 9th July and just two minutes ago (I have taken photos) did your live chat rep Vera confirm all three was processed on the 9th July?

I just don’t understand why you mix things up so much?

Posted on July 18, 2019

After nearly 3 months of holding onto my money for no reason whatsoever I have finally been sent my winnings in full.

My advise to anyone thinking about joining a UK casino is to stay well clear of Novibet!

They will do everything they can to avoid paying you and will only pay you once they run out of options or excuses to keep your money.

Posted on July 18, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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