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Novibet Casino - Will not pay me my winnings

RESOLVED
Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
Posted on March 24, 2020

Hello,

I signed up to Novibet on 19/02/2020 ( Nearly 5 weeks ago ) I was asked to submit my documents straight away via email to verify my Novibet account and make a depsoit. I did this via email and very quickly emailed back 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 "

So now my account was verified i made a deposit of £180 and claimed the welcome offer so i received an £180 bonus. I played a few slots and ended up clearing the wagering requirements and making a withdrawal of £3303.

I was then emailed for me to send in my bank card pictures which i did, I was then told i need to do a phone call verification which again i did. All this after my account was already verified which novibet confirmed via email before i made my depsoit ( see above ).
5 minutes after my phone call with Novibet i got this email -

"Following our discussion over phone 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 "

This was on the 24th Febuary. THis confused me so much as i had done eveything asked for so what on earth are they reviewing here? Well 4 weeks later and maybe 10 emails i am getting the same answer from these guys every time saying.......

Dear courtswinner,

Thank you for your email.

We would like to inform you that your account is still under review by Novibet security department.

These kinds of processes are time consuming and there is not an exact time frame that we can provide you with.


As soon as there is an update, you will be notified via email.

They do not say anything else in the emails just this. It is 2020 how can a casino treat a customer like this. They dont even enter into a conversation with me. Please can someone help and explain to this casino this is not ok. I just want my winnings to be paid so i can move on! Nearly Five weeks is a very long time i do not know what to do this is so much money here.

Posted on March 27, 2020

Hello COURTSWINNER,

Thank you for raising this through the AskGamblers forum. We'll take a look at your request and come back shortly.

Kind regards,
The Novibet Team

Posted on March 30, 2020

Dear COURTSWINNER,

We have concluded our investigation and your player account has been found in breach of T&C's 2.7, 2.8. Please note that you've agreed to these terms below and the full Terms and Conditions of Novibet.

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 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.

We proceeded in reimbursing your initial deposit as a good will gesture, although our terms do not state this.
We welcome everyone to play in our casino, as long as they respect the term they adhere to.

Best regards,
The Novibet Team

AskGamblers
Posted on March 30, 2020

Dear all,

Following a careful review and consideration of all the information, details and 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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