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:
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.
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?