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Novibet Casino - Stalling payment of winnings for weeks

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
xeroxzircon United Kingdom
Posted on March 30, 2020

Signed up to Novibet on the 13/3/20. On sign up had to upload ID and POA. These both accepted via email on 13/3/20 at 12:04 and told "Succesfully verified"

Claimed the 100% by depositing £250. At the end of wagering i had £6707 and placed two withdrawals one for £4000 and £2707. (did not allow one withdrawal)

It has now been three weeks and no clarity has been given as to when money will be sent to me. I have emailed multiple times asking when winnings will be sent to me. Then receive the following comments,

"We would like inform you that your withdrawals requests are under process by the responsible department." Mar 14, 09:46

"We would like to inform you that we do not know the exact time span as it depends upon the workload of the responsible department." Mar 14, 09:57

"We would like to inform you that your withdrawal has not been completed yet by the responsible department , as soon as it gets completed you will be informed via email ." Mar 21, 15:48

"We would like to inform you that there is no specific time frame, as soon as there is any update you will be informed via email." Mar 21, 17:10

I have attached several images to this complaint showing all email communications from Novibet and also screenshots of deposits and withdrawals instigated.

Three weeks has passed now and I am unsure as to when or if this money will even be sent as the email replies being received are vague at best.

Thank you for your time.

Posted on April 2, 2020

Dear XEROXZIRCON,

We would like to inform you that your case is under investigation. Thank you very much for your patience, we will update you as soon as possible regarding your pending request.

Kind regards,
The Novibet Team

xeroxzircon United Kingdom
Posted on April 3, 2020

Dear Novibet,

I would like to have the following questions answered. I will number them for your ease in response. Please note respond to your fullest with as much detail as possible.

1. What is this investigation regarding?
2. On what date did this investigation commence and what time?
3. What are the possible outcomes of this investigation?
4. What is the time frame of this investigation.
5. If you do not have a time frame please provide an average of the last investigations?

Novibet/Askgamblers, I believe I have asked reasonable questions and they should be answered in full with details. Still total lack of clarity is being provided.

Kind regards

Posted on April 3, 2020

Dear XEROXZIRCON,

Based on the fact that you have already submitted an official complaint and we are within the time frame of 30 days, you will be fully informed via our cusomer support as long as the investigation of your account has been completed.

We have already contacted you and we would please request for your cooperation and patience.

Kidn regards,
The Novibet team

xeroxzircon United Kingdom
Posted on April 4, 2020

Good day,

Yes I accept that my complaint is being worked on. I also accept the 30 day time frame you have given for this complaint to be reviewed.

I will now number my questions in relation to my WITHDRAWAL. As surely a complaint should not place all withdrawals on hold. Still an excessive amount of time has taken place with this matter.

1. Why has my withdrawal not been processed yet?
2. What is the average time frame for withdrawals to be processed?
3. Can you please provide details as to why it has not yet been completed?

Novibet/Askgamblers, I believe I have asked reasonable questions and they should be answered in full with details. I require to receive a numbered reply to each of the above questions. Over £6000 is currently on hold and no information is being given or realistic time frames.

Kind regards

xeroxzircon United Kingdom
Posted on April 6, 2020

Good day,

Two days have now passed since the questions above were posted. To no reply.

Please see update below from email correspondence from Novibet.

""Apr 5, 18:55
Dear xeroxzircon,

This is to inform you that your official complaint (REFNUMBER) has been reviewed and kindly accept my apologies for the delayed reply and the inconvenience caused.

Following your case up, I would like to inform you that your withdrawal has been cancelled and your account has been temporarily deactivated by the responsible department, as further documentation is required.

You are kindly requested to provide the following documents so that your account can be fully verified:

A picture of yourself holding your ID, driving license or passport next to your face.
An official document that proves that your register mobile number belongs to you.

Thank you in advance for helping us to maintain a high level of security.

We remain at your disposal.

Kind regards,
Novibet Support""

Supplied needed selfie photo with my ID and asked the question of how to prove I own my number and received the following reply.

""Apr 5, 22:11
Dear xeroxzircon,

Thank you for your email.

Regarding the proof of mobile, e.g. a photograph of a phone bill, with name, phone number (and address) on it would be fine. It can also be the phone contract and we can accept online screenshots. If you are unable to provide this type of document we can verify your number with a phone verification call.

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

Kind regards,

Novibet Support""

I opted to receive a call as to try and find any paperwork such as that would be difficult. I chose them to call me at 11AM today. 11AM passed an no call was received. To me this is strange. Why ask to do a call when they will not even attempt to do it.

Furthermore I find it very distressing that they have my account locked and withdrawal cancelled. I have supplied the needed selfie and asked them to call but they did not. I now have over six thousand pounds sitting in escrow.

I have also read that in May 2019 the gambling commission also set in the legislation that casino operators cannot stop withdrawals by asking for documents. This is clearly the case here. How can they go against their own gambling license rules?

Thank you

Posted on April 10, 2020

Dear XEROXZIRCON,

Thank you for the phone call which took place some minutes ago. You will be updated regarding your account by our customer support team.

Kind regards,
The Novibet Team

xeroxzircon United Kingdom
Posted on April 12, 2020

Hello,

Phone call has been complete. I did reply on the day but it did not get logged it seems.

Update from Novibet email to me stating,

""
Apr 10, 11:16 EEST

Dear xeroxzircon,

We would like to inform you that your account has been deactivated and is currently under review by Novibet security department.

You will be informed by the company on any update regarding this case, when the investigation is completed.

Kind regards,

Novibet Support

""

I find this very disturbing that my account and money is now in total lockdown and no time scales have been given.

Novibet please provide time frames of how long these "investigations" take.

Kind regards

AskGamblers
Posted on April 16, 2020

Dear all,

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

xeroxzircon United Kingdom
Posted on April 18, 2020

I emailed Novibet on 16/4/2020 to ask for an update. No reply was given.

Further emailed has been raised today 18/4/2020 to ask for an update once again. This email was also sent to the gambling commission as it seems Novibet have given up and are unwilling to proceed.

xeroxzircon United Kingdom
Posted on April 19, 2020

An email from novibet has been received stating the following

""
Apr 18, 15:18 EEST
Dear xeroxzircon ,

Thank you for your message!

A review of your account shows you have been informed that the security department is investigating your account, about a week ago. We verified your phone number 8 days ago. These processes can can take longer than that, you are kindly asked for some patience. We will, of course, get back to you as soon as the investigation has been completed, or, if there is any update. Have a great day.

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

Kind regards,

Novibet Support

""

Novibet please explain as to how you cannot give an estimated time of this matter. Surely this has happened before looking at all the complaints here at askgamblers. I will number my questions for you ease in replying.

1. Will this be resolved in 7 days?
2. Will this be resolved in 1 month?
3. Will this be resolved in 1 year?

These are very simple questions. Please answer them.

xeroxzircon United Kingdom
Posted on April 20, 2020

As Novibet no longer wish to reply here on askgamblers for some reason i will share my email correspondence from them.

""
Apr 19, 11:18 EEST

Dear xeroxzircon ,

Thank you for your email.

There is no exact time span we can provide you with as the investigation is currently still under process. A a general rule, it will take between a few days to a few weeks.

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

Kind regards,

Novibet Support

""


Hi Novibet,

I would like to point out that it has already been over one month since i placed my withdrawal. You state a few weeks but it has already been over 4 weeks.

How much long er will this be?

xeroxzircon United Kingdom
Posted on April 22, 2020

A further reply has been given by Novibet. Please see below.

""Dear xeroxzircon,

Following your case up, we would like to inform you that the investigation of your account has been completed. Security department concluded that there has been a serious breach of our Terms and Conditions thus your account has been permanently deactivated, your winnings of £6,532 have been removed and your deposit of £2500 has been refunded to your card ending 0181.

The outcome of the investigation has shown that there has been a breach of Terms & Conditions 2.7& 2.8 and in particular:

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.

Kindly consider this as the final decision of Novibet and in the event of a dispute, all decisions made by the Company will be final.

Kind regards,
Novibet Support""


My resposne to novibet

""Dear Novibet,

Please provide the evidence of this matter. A serious amount of money is being taken from me.

Please be specific with which part of these terms have been broken. There is five points specifically you have stated. Have all of these been breached or just one.

Please provide a detailed response""



Novibet have provided no evidence or proof that any of the above has happened. Over £6000 has now been taken from me. I wish to be provided with a full and detailed account of why this has been taken along with proof of all claims made against me. It is also obvious now that novibet do not to communicate on this public forum now. I will continue posting updates. Furthermore why has this taken over one month to even check. Surely if the claims above are accurate the issue could be raised immediately. Not one month of so called investigations.

Thank you

xeroxzircon United Kingdom
Posted on April 24, 2020

Novibet are still not replying on this public forum. Please see email from them

""Dear xeroxzircon,

Following your case up, we would like to inform you that the investigation of your account has been completed. Security department concluded that there has been a serious breach of our Terms and Conditions thus your account has been permanently deactivated, your winnings of £6,532 have been removed and your deposit of £2500 has been refunded to your card ending 0181.

The outcome of the investigation has shown that there has been a breach of Terms & Conditions 2.7& 2.8 and in particular:

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.

Kindly consider this as the final decision of Novibet and in the event of a dispute, all decisions made by the Company will be final.

Kind regards,
Novibet Support""

xeroxzircon United Kingdom
Posted on April 24, 2020

I have asked for evidence of this but they have refused as their decision is final.

As far as I am concerned this is just hear say until proven.

Novibet please provide irrefutable evidence showing terms broken

Posted on April 24, 2020

Dear XEROXZIRCON,

As my colleagues mentioned, our decision is final and your account will be closed. Please find below our explanation.

We would like to inform you that the investigation of your account has been completed. Security department concluded that there has been a serious breach of our Terms and Conditions and your account has been permanently deactivated, your winnings have been removed and your deposit has been refunded to your card.

The outcome of the investigation has shown that there has been a breach of Terms & Conditions 2.7& 2.8 and in particular:

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 utilizing such a method.

Kind regards,
Novibet Support

xeroxzircon United Kingdom
Posted on April 25, 2020

Dear Novibet,

The terms you have stated above are vast and vague. There is some list of 20 things withing section 2.8 and 2.8 that you are accusing me of. The fact your terms state "reasonable suspicions" is laughable.

Please provide irrefutable evidence of the matters you have stated in your terms.

Thank You

AskGamblers
Posted on April 25, 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 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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