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Novibet Casino - Won't pay winnings or reopen account

Complaint Info
Disputed casino Novibet Casino
Reason Delayed payment
Amount $ 685
Moham201 United Kingdom Message
Posted on November 16, 2018

i won the sum of 685 from novibet. My account was fully verified 12 days ago which I have the email to show. 3 days later I still hadn't received my winnings so emailed and they requested the same documents again, along with extra ones like proof of phone number, me holding my ID and my statement for the card I deposited with. I then sent all these documents again along with the extra ones and I have since heard nothing back.

They have now deactivated my account so i can't log in at all and find out whats going on and they are also ignoring my emails, I have sent around 4 or 5 now. It has been over 2 weeks since I won this moneyand I expected to be paid it by now. They are soso rude, no one seems to know what they are doing and I can see by their reviews I am not the first to have such a problem with them.


Posted on November 17, 2018

Dear MOHAM201 ,

I am grateful that your comment was brought to my attention and please accept my apologies for the inconvenience. This is to inform you that your complaint has been internally reviewed and as far as i have been informed, your withdrawal has already been completed and the update has been provided to you via mail.

As there has been unfortunately a serious breach of our General Promotions Terms, i would like to ensure you that all the needed actions have been taken, always based on the UKGC regulations.
I remain at your disposal!

Kind regards,
Faye Makri

Posted on November 19, 2018

Dear @Moham201,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

Moham201 United Kingdom Message
Posted on November 19, 2018

No this is not resolved.... Novibet have said above my withdrawals been processed but my account hasn't even been reactivated. I just went onto live chat and all they say is 'i have notified the responsible department and you'll be notified by email. Just like they have said above, I have had NO EMAILS!!!!

Do not trust this casino!! I have not received my winnings, nor has my account been reopened. They are liars!

Posted on November 22, 2018

Dear MOHAM201,

I would like to apologize for my previous response as there has been a misunderstanding regarding your account.

More specifically, the username that has been used for your registration in Askgamblers differs to the one that is currently used for your signature in your comments and both of them respond to two separate accounts which have both been identified to our platform.

However, you are absolutely right and as you have properly stated, you account remains deactivated due to being under investigation and as soon as the procedure has been completed, you will be informed accordingly by our support department!

I honestly apologize once again and i remain at your disposal!

Kind regards,
Faye Makri

Moham201 United Kingdom Message
Posted on November 23, 2018

What do you mean, my username is what I have used with your casino!!!!

My accounts been deactivated for over 2 weeks so tell me how long this 'investigation' will take?? This is just a mere excuse to not pay me!! Do not trust this casino!!!

They have already lied as you can see above, its all just excuses all the time. Please tell me why there is an investigation and just pay me my rightful winnings!!! You have treated me disgusting!!!!

Posted on November 26, 2018

Ηi MOHAM201,

I can totally understand your frustration, however i would please request for your patience.

Unfortunately, i can not provide you with any further information regarding your account as far as i am also expecting for the completion of the investigation.

Our customer support is going to inform you accordingly and i am also going to, as soon as i have an update!

I remain at your disposal, apologizing once again!

Kind regards!

Moham201 United Kingdom Message
Posted on November 27, 2018

It is not fair to just keep saying I understand your frustration! It has been well over a month now and I am still yet to receive my money that I am rightfully due!!!
It is absolutely disgusting how you can treat your customers so bad and not pay with all these excuses you have about 'investigation'. Its been long enough to investigate me!!! Don't even understand what needs investigating!!

This needs sorting ASAP!!! People can now see how bad your casino is so hopefully reading this will warn them off anyway. You need to put this right!!! Or ill be taking this to the next level!!!

Posted on November 30, 2018

Dear Novibet Casino,

Please let us know if there's some update regarding this case.

Posted on December 3, 2018

Dear all, hi! As long as the investigation is in process and we are expecting for official responses from third party sources , the complaint should unfortunately remain open.

As soon as i have an official response, our player is going to be informed accordingly via our support team.

I remain at your disposal and i apologize once again!

Kind regards,
Faye Makri

Moham201 United Kingdom Message
Posted on December 4, 2018

What do you mean waiting on third party responses?!!??! WHAT THIRD PARTY!? my deposit and winnings was from your casino... it is only between you and i!!!! This is absolutely disgusting and now everyone can see the kind of tricks you play!!!
You cannot just keep saying we are keeping the investigation open until responses are received as you could say that forever!!! You need to explain what is meant by that and why it is taking so long.

it has been nearly 2 months now and we are no further forward. You need to do something and get these responses!!! Thieves is what you are!!!!!

Posted on December 7, 2018

Dear MOHAM201,

Hi again! I can confirm that your case which was investigated thoroughly,has now been finalized and you have already received an official response via our support services.

With regards to your initial deposit of £100, it has been refunded and the amount will be available at your account within a few working days.

Based on the fact that there has been a serious breach of our General Promotions Terms about which you have already been informed, your account has been permanently deactivated and i would please request you to check your mail inbox for further details.

Kind regards,
Faye Makri

Posted on December 11, 2018

AskGamblers Complaints Team requested additional evidence and information from the Novibet Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

Posted on December 15, 2018

Dear team, hi!

As far as you have been informed, there is a lot of proof showing that there has been a serious breach of our terms and conditions and therefore our player has officially received an official response via our customer support.

The business decision that has been made is final, so i would suggest that our player takes the steps that are needed in case there is a further dispute on his case.

I always remain at your disposal!

Kind regards,
Faye Makri

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