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Novibet Casino - Withheld winnings, no resolution after months of waiting

Complaint Info
Disputed casino Novibet Casino
Reason Verification issues
Amount £ 6688
Posted on December 16, 2019

Novibet Incident Number 2019101401


I hope you may be able to assist me with this complaint. On the 17/06/2019 I signed up with Novibet and their welcome offer which was deposit £250 and receive a £250 bonus. I played a gamble slot called Hellboy and after wagering I won £6688. I submitted by documents for verification and these were accepted. So far so good and then it started to get difficult. They then requested a phone verification and asked me to give them times when I was available. This was tricky due to work but, when I gave them the times I never received a call but, did get an email saying they tried to call. This went on for some time and then I rang them but, they wouldn't speak to me about being verified. I think it was the beginning of September when I finally spoke to them and they asked me loads of verification questions which I answered.

I then received the following email:
On Wed, 11 Sep 2019 at 22:08, Support Novibet UK wrote:

Dear lotti92,

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

Every time I email them I get an email back asking me to be patient and that their security department will be in contact in due course. Eventually after asking many times I was given an incident number. They only email me if I contact them and will not tell me why they won't pay me. This is a massive amount of money to me and I am completely frustrated with the lack of contact from them. Can you help in any way please?



Posted on December 19, 2019

Dear LOTTI92,

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

Kind regards,
Novibet Team

Posted on December 20, 2019

Dear @lotti92,

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.

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