Complaint #4 Novibet Casino

Vertification trouble

By Susie M.

9 years ago

I joined the site on September 26th 2016 when I registered and added the code AG20 it was after that they wanted Vertification I put in 60 pounds and I sent a cillivan card this card approve by the police as ID and legal of age with my date of birth and photo then this morning I went to live chat she denied that they got the ID so I said I sent it to were I was told too last night she checked and found it she said you should of sent it to support but I was told to sent it to documents@novibet.com not [email protected]. The chat host Sofia when I complaint you took 60 out of my bank account when I deposit why was 60 taken out when I did 30 pounds when I was depositing they was an error message so I tried again. On checking my bank this morning 60 was taken out she said it could of been a computer problem with you, I mean you don't say that do you, the fault was with the site it had nothing to do with my computer. She then said sent us your card details and bank statement after that I got a email with terms and condition which I never got in the first place and telling me my cillivan card has been refused I went back to live chat and was told that they wanted a driving license and passport I told them I did not have one twice before I then asked for a manager they had none she then said she forward my comments to the relevant department I never got a reply I sent my bank details and bank statements of three months and got a email that they want a driving license and passport it is in the terms and condition yet she asked me to sent my bank details and bank statement I have heard nothing from then since I spoke to Maria on live chat in the afternoon.

Disputed Casino Novibet Casino

Reason Verification issues

Amount £60

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have been provided with some new information on behalf the casino management which we believe should totally change the outcome of this case. While we were discussing during the complaints process whether UK Civilian Card is accepted or not as a valid document for ID verification according to the UKGC guidelines and AML /Anti Money Laundering/ requirements and even suggested that player's deposit should be returned in case of verification failure, it became clear that player's account balance was in fact zeroed all this time. A fact which player somehow forgot to mention, but which we consider of crucial importance, simply because there is no way we could advise any casino to refund a deposit to any player which had been in fact played and lost.

Based on the aforementioned as well as taking into account the fact that player's issue with reported double deposit debits from their bank account was resolved by the casino management within a few hours, AskGamblers Complaints Team consider player's claims as not valid any longer and as a result we took the decision to reject the complaint completely. We would also like to remind player that further assistance on their verification issue could be requested by the UKGC themselves.

Inactive user

9 years ago

I have told you so many times that I have contact the Gambling commission and waiting for a reply about it I have looked at the Gambling commission on the site from the Isle of man and it does not show of not taking a ID card like the civilian card ,The deposit was taken before asking of ID therefore I should be refunded back of the amount of sixty pounds because my account was not valid by not having ID

Novibet Casino

• Representative

9 years ago

Dear Miss Susie and Askgamblers Team,

I would please encourage you to contact directly the UK Gambling Commission in order to confirm our sayings so that this case could actually be resolved.

Regarding the part of Novibet Casino, we have been ensured that all the actions taken in order to verify our player have been made and unfortunately, as long as our players abide by our rules if they wish to play on our site, the completion of the verification of their accounts is based on their discretion and their ability to provide us with the requested documents, based on our license agreements.

Finally, refunding players when documents are not sufficient is not predicted and i would please request you to get advised accordingly by the UK Gambling Commission as this proposal would be an exception for all casino operators.

Kind regards,
Faye Makri

Inactive user

9 years ago

The Civilian card is ID and the gambling commission does not say from what I have seen on the site that type of card is not Identity . Government ID is not valid any more I have said this to you many times.

Novibet Casino Complaint Stats

Resolved 54 / 57

Avg. Amount $3,643

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Novibet Casino Complaints

See all complaints for this casino

Declined Withdrawal Requests

I have been requesting withdrawal from Novibet for the past few weeks and have provided everything they have requested from me in terms of KYC documents. I sent in my mobile phone number connected to my account and a picture of myself holding my driver's license. Additionally, I have provided proof of deposit for my account both through Novibet and a screenshot of the deposit from my bank and I still have yet to receive my withdrawal.

Furthermore, each time I am told that I have provided all documents, more documents are requested which just appears that the book is going through a never-ending loop to delay my payment.

I am also having trouble attaching all the documents, but I can send those by email if necessary.

Unresolved

$1,655

3 weeks and still waiting on withdrawal

I have been waiting 3 weeks for my payment. My account is fully verified and I do not play with bonuses so there is no wagering.

I have contacted them many time, both customer support and by email and I get the same generic reply everytime "we are looking into this" or "this has been referred to the department to investigate"

They actually give no advice on what they are waiting for and don't say that its going to be processed. They money is also just gone from my account and if the withdrawal had not worked you would think it would get sent back to your account at least but it's no where to be seen.

Based on trust pilot reviews I can see this is a regular pattern with this casino and this is what they do... some people never see their winnings.

I wish I had known this before selecting this casino. I will continue to spread awareness at every platform and continue making complaints until this is resolved. I am also contacting the gaming commission to have this casino closed down if this is not resolved this week.

Reading tonnes on 1 star reviews like this is so disappointing that they are still allowed to operate and steal peoples money.

Resolved

$500

Delayed payment of 5623 euros

I deposited 1,000 euros on that page for the first time on March 10, 2024. From then on, I made a total of 3,800 euros in deposits. I managed to win in the end so that my account balance increased to 5623 euros. After this, I was set betting limits, after which I wanted to withdraw the money on 13.3 2000 euros and 14.3 3623 euros. It says on the website that withdrawals take 48 hours to process. Since then, I have been asking on the live chat several times why the money hasn't arrived. I have always received the same answers, but never the right answer. Now I've waited a week and I can't bear to go to the live chat anymore to ask because I don't get any answers there.

Unresolved

€5,623

Delayed payment of 1000euros

Hi I've been waiting to withdraw my money for over a week now and I can't because of a technical issue I was informed about this a week ago and the issue still isn't fixed and I haven't got any update and been told I'll be informed by email isn't good enough I've been waiting a week and still not one little bit of information or update other than you'll be informed by email when it's fixed

Resolved

€1,000

Casino changed the rules

I was playing gates of Novibet. Bought 15 rounds for €20. My multiplier went over 1000x the game ended with 10 spins and said I had reached the max! I questioned this and was told the max win is 5000x original bet and remaking features will be forfeited. I looked up every single rule for gates of Novibet and there was no such rule! I screenshotted every rule. They then added the rule of 5000x max original bet afterwards. I have tried to resolve this with Novibet but they said they didn’t add the rule! See below the rules of the game. The new rule has been added since then

Resolved

Delayed payment of £2,000 for 2 months without any updates

I requested a payment of £2000 on 05.12.2021. After this my account was deactivated without any reason and they ask me some documents , even if the account was fully verified . Two days later I sent them all the necessary documents and waited for their respone.

I have sent over numerous messages asking for an update and each time I received the same answer saying there is no update and to be patient, even now after 2 months, which is unacceptable.

I really hope you can help me get this sorted out, this is not how a casino should operate, abusing the fact that they are not obligated to give a time frame. Thank you in advance !

Resolved

Deactivated account 4 months ago and withheld £70

4 Months ago i tried to log into my Novibet account, to find a message saying i had been deactivated and contact customer support. I contacted them to be told i had to verify my ID (again, this seemed to be happening very regularly). I sent all the required documents and was told they would need to verify me through a phone call. I recieved the phone call, confirmed all my details and told they would get back to me. 4 Months down the line my account is STILL not open and they have £70 of my money in the account!

On contacting live chat and emailing - i keep getting told my account is currently under review with the security department and i will be informed when the investigation is completed. Im not even bothered that my account is closed as they have treated me unfairly, i just want my £70 back!

Resolved

Withdrawal has not reached my bank as of yet

Hi,

Made a withdrawal on the 23/10/21 funds have never gone into my bank. Spoke with novibet lots of time been told they had technical problems that day and I would get the money in 8 day. Two weeks later still not had the money.

I ask them for a transaction code and they keep saying they don't have it, every time I speak to them they just ask me to wait longer and longer. Spoken with the bank they, can't find this payment. I believe it never been sent and that is why they won't provide me with the code.

It is my legal right to have this code, the withdrawal is only for a small amount but I don't see why I should allow this to happen. Is disgusting and I'm no longer happy to keep being told few more days. I suspect they asking me to wait few more days in hope I will just give up.

I have taken photos of all the chats and emails and provide proof they just keeping saying few more days few more days.

Resolved

£35

My withdrawal of £6000 is processed but no funds

I made 2 withdrawal requests totaling £6000 on Thursday 28th October and after confirming my ID etc. Received a confirmation of the withdrawals being processed on 29th October at roughly 11am.

The withdrawal has not hit my account and after checking with my bank they have confirmed that the payment would have been received by them by now if the withdrawal had been processed when stated.

I am unable to get a meaningful update from the customer service teams and fear that this will continue to drag on.

You can see that the timeline in the withdrawal email states 1 - 3 days and I have still not received my funds and I was also promised an ARN code so I could track it with my bank yesterday which again has not been provided.

In addition to this I have also had a telephone conversation where I was told the money would be in my account by Wednesday of this week at the very latest.

Resolved

£6,000

My casino account has been deactivated for 4 months

Greetings, my name is Tommy. Betting company Novibet sent me a message on June 15, 2021 that it has deactivated my account without explanation, they asked me to send them a photo with some documents.

On June 16, 2021 I sent them all the necessary documents and waited for their response.

On June 17 I got a message that my account is deactivated again and I have to wait for a full check!

It has been 4 months and as soon as I write them an e-mail to find out how things are, they tell me that verification is still in progress and will soon be ready, they say to be patient.

As for me, the company just stole my money without explaining any reasons!

I want my money back!

Resolved