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brumknowsbest

Newbie member
Joined
Dec 21, 2015
Location
UK
Hi brumknowsbest,

Thank you for joining Novibet, we are always delighted to welcome new players aboard.

As you already know as soon as I got your private message regarding your withdrawal I got immediately in touch with Payments and Customer Support department.

Regarding to your case of pending withdrawal, I would like to inform you that due to our Payment provider technical issue, some withdrawals-including yours, unfortunately- that took place in 11th of November still face an issue in order to be completed. We are in daily contact with our Payment provider in order to solve the issue as soon as possible. We normally proceed fast withdrawals daily towards all of our players and I am sure other Casinomeister members can assure you about it.

Once again we all deeply apologize for the temporary confusion and promise to resolve it as soon as possible, as we always try to do. Our Customer Support is going to inform you as soon as the problem is resolved.

Best regards,

Novibet rep
Hi

I understand that you have had technical issue, but has the issue been resolved? the winning are still not in my account and when i contacted live chat for any update i was told that i have to wait until 27/11/11, sorry but that is unacceptable, can you please advise why I have to wait until next Monday?

Also i have now twice asked for some free spins ........ but nothing

Regards
 

alexking12k

Experienced Member
Joined
Nov 7, 2013
Location
Los Angeles, CA
Hi brumknowsbest,

Thank you for joining Novibet, we are always delighted to welcome new players aboard.

As you already know as soon as I got your private message regarding your withdrawal I got immediately in touch with Payments and Customer Support department.

Regarding to your case of pending withdrawal, I would like to inform you that due to our Payment provider technical issue, some withdrawals-including yours, unfortunately- that took place in 11th of November still face an issue in order to be completed. We are in daily contact with our Payment provider in order to solve the issue as soon as possible. We normally proceed fast withdrawals daily towards all of our players and I am sure other Casinomeister members can assure you about it.

Once again we all deeply apologize for the temporary confusion and promise to resolve it as soon as possible, as we always try to do. Our Customer Support is going to inform you as soon as the problem is resolved.

Best regards,

Novibet rep
But how is it that casinos NEVER have a problem to process a deposit? How is processing a deposit different from processing a payout?
 

Novibet Rep

Accredited Casino Representative
Joined
Apr 20, 2017
Location
UK
Hi

I understand that you have had technical issue, but has the issue been resolved? the winning are still not in my account and when i contacted live chat for any update i was told that i have to wait until 27/11/11, sorry but that is unacceptable, can you please advise why I have to wait until next Monday?

Also i have now twice asked for some free spins ........ but nothing

Regards
Hi brumknowsbest

I hope you are fine!

As I mentioned on my previous comment it is very important to focus on the fact that we rarely face technical issues. However the payment provider faced a particular technical issue with transactions that were implemented on 11/11, unfortunately including yours . This is something that might occur with regards to the online transactions. I can ensure you that we are in a daily contact with our payment provider and we are expecting that it will have been resolved, most probably by 27/11, based on the feedback we received.

We always respect our customers, so please accept our deep apologies for this individual incident.
Regarding to your request about claiming free spins, i got informed that 70 free spins were credited yesterday to your account with no rollover requirements. I remain at your disposal!

Best regards,

Novibet rep
 

Novibet Rep

Accredited Casino Representative
Joined
Apr 20, 2017
Location
UK
But how is it that casinos NEVER have a problem to process a deposit? How is processing a deposit different from processing a payout?
Hi alexking12k,

I hope you are fine!

I can ensure you that failed deposits or payouts might occur during online transactions through payment providers. That's why each casino should be responsible and take urgent actions in order to solve appeared issues as soon as possible. This is what we always try to do in order to keep players satisfied.

Best regards,

Novibet rep
 

Novibet Rep

Accredited Casino Representative
Joined
Apr 20, 2017
Location
UK
Hi all Meister people,

Hope you are doing great!

I would like to inform you that Christmas calendar is already live with daily offers and freespins. Check out all Christmas offers in promotions section and get ready to have fun guys :)

For all new customers please don't forget to use promocode CM50 in order to get 50 no wagering freespins on your first deposit. For more infos please check our review over here:

https://www.casinomeister.com/bonus-offers/exclusive-novibet-casino-100-50-free-spins-welcome-bonus/

Best regards,

Novibet rep
 

Valhalla

The Professional
MM
Joined
Jan 17, 2014
Location
Northern Ireland
Joined Novibet tonight and looking forward to a little flutter. Live chat agent was quick and polite, and sorted my query promptly.
Will report back on my experience where applicable...
 

Novibet Rep

Accredited Casino Representative
Joined
Apr 20, 2017
Location
UK
Deposits keep getting rejected. Can't play if I can't deposit :/
Hi Valhalla,

I am glad about your registration, welcome to Novibet!

As i got informed from Payments Department we had no issues at all yesterday, all payments have been made normally. Probably it was a temporary problem, please try again.

Enjoy your game and good luck :)

Best regards,

Novibet rep
 

Valhalla

The Professional
MM
Joined
Jan 17, 2014
Location
Northern Ireland
Made a few deposits so far, nowhere near a withdrawal so can't comment on that (also not a criticism since I play high variance games and expect long losing streaks between withdrawals).
Sents docs in for verification yesterday, haven't received confirmation of receipt yet never mind acceptance, so this is a little annoying.

Casino itself is nice; all games load no problem, no lag, errors or time outs... seems well put together.
 

Valhalla

The Professional
MM
Joined
Jan 17, 2014
Location
Northern Ireland
OK so today I'm having non-stop errors, "account management system" problem, massive spin lag, games simply not loading at all in most cases... and just as I was having a decent game. Typical :rolleyes:
 

Valhalla

The Professional
MM
Joined
Jan 17, 2014
Location
Northern Ireland
Yeah... just managed to play £100 off without a single win between Raging Rhino (understandable) and Starburst (ridiculous).

Find it hard to believe.
 

Valhalla

The Professional
MM
Joined
Jan 17, 2014
Location
Northern Ireland
OK, call it a day from me with Novibet.

Sent in the usual docs for verification:
Front & back of debit card.
Driver's license.
Letter from BT (phone company for address verification).

BT letter was rejected, so sent in a letter from insurance company AND mobile phone contract letter. Both rejected. Novibet asking for a screen shot of my online bank account... absolutely no way, you've had more than enough. There are other establishments to play it.
 

Novibet Rep

Accredited Casino Representative
Joined
Apr 20, 2017
Location
UK
OK, call it a day from me with Novibet.

Sent in the usual docs for verification:
Front & back of debit card.
Driver's license.
Letter from BT (phone company for address verification).

BT letter was rejected, so sent in a letter from insurance company AND mobile phone contract letter. Both rejected. Novibet asking for a screen shot of my online bank account... absolutely no way, you've had more than enough. There are other establishments to play it.
Hi Valhalla,

Hope you are doing great, enjoying Christmas time :)

I would appreciate if you could provide us a detailed feedback about your Novibet experience, all pros and cons, players review is the most important and valuable asset in order to improve the user experience.

Regarding to KYC procedure we take very serious the safety and security of players accounts, after all UKGC provides very strict guidelines about it.

This basically means that you have to provide the following documents in order to verify your account:

-Photograph of your ID (both sides) , passport or driving license
-Photograph of your card (both sides). For safety reasons, the first 6 and last 4 digits must be visible. You may cover the security code CVV on the back side.
-Photograph of the whole page of a recent proof of address. The accepted documents are bank/ card statements and utility bills such as electricity, water, landline, gas, heat and council tax (issued within the last 3 months).

Please keep in mind that any kind of informative letters cannot be approved.

For any questions or clarifications, do not hesitate to contact customer support we would love to help you anytime :)

Best regards,

Novibet rep.
 

Valhalla

The Professional
MM
Joined
Jan 17, 2014
Location
Northern Ireland
Hi Valhalla,

*snip* for tidiness
The letters I sent were:

BT letter about my contract.
AA Insurance renewal letter.
O2 mobile phone contract letter.

All full colour photographs as requested by support, all dated in December and all, I think you will agree, pretty formal and what would ordinarily be accepted (the BT letter was accepted elsewhere after this for verification).
The decision not to accept them seems arbitrary at best and doesn't exactly instil confidence.
 

Novibet Rep

Accredited Casino Representative
Joined
Apr 20, 2017
Location
UK
The letters I sent were:

BT letter about my contract.
AA Insurance renewal letter.
O2 mobile phone contract letter.

All full colour photographs as requested by support, all dated in December and all, I think you will agree, pretty formal and what would ordinarily be accepted (the BT letter was accepted elsewhere after this for verification).
The decision not to accept them seems arbitrary at best and doesn't exactly instil confidence.
Hi Valhalla,

Hope you are doing great.

As i mentioned on previous answer, UKGC provides specific and particular guidelines about KYC procedure asking the following documents:

-Photograph of your ID (both sides) , passport or driving license
-Photograph of your card (both sides). For safety reasons, the first 6 and last 4 digits must be visible. You may cover the security code CVV on the back side.
-Photograph of the whole page of a recent proof of address. The accepted documents are bank/ card statements and utility bills such as electricity, water, landline, gas, heat and council tax (issued within the last 3 months).

Maybe some other online casinos accept other documents beyond those i mentioned before it is part of their policy, however due to fact that safety and security comes first we have to be very strict about the asking documents, which basically means informational letters or mobile phone bill cannot be accepted. You can choose between a large variety of documents such as bank/ card statements and utility bills such as electricity, water, landline, gas, heat and council tax (issued within the last 3 months). Please, contact our Customer Support for more details they will be glad to help you anytime :)

Best regards,

Novibet rep.
 

Novibet Rep

Accredited Casino Representative
Joined
Apr 20, 2017
Location
UK
Hey all, is NoviBet a member of any particular casino group or is it a genuine "stand alone" please?
Hi English Begbie,

Hope you are doing well!

Novibet does belong to any particular casino group, we operate not only to UK but also to other European countries, our team is 100% in-house and even Novibet platform is tailor made by our IT department.

You can check out more things about us over here:

https://www.casinomeister.com/casino-reviews/novibet/

Feel free to make your registration and try out Novibet experience :)

Best regards,

Novibet rep.
 

Panasony

Full Member
PABnononaccred
Joined
Mar 9, 2016
Location
Internet
Signed up through Casinomeister on 15 November, sent documents for verification on 26 December (passport, bank account statement, debet card photos, Neteller/Skrill screenshots). Confirmed fully verified some 14 hours later and was credited a EUR 10 welcome bonus.

Made first deposit on 28 December by Skrill. Witdhrawal request of EUR 307 made shortly after same day. Not possible to revert. Processed 15 hours later.

Cashout could have been handled faster, however as there is no option to revert, this site has more or less all I expect from a casino - Will come back!!
 

Tomocamp3519

Registered
Joined
Jan 2, 2018
Location
England
Signed up to novibet and took the deposit bonus, had to get verified before been given the bonus which is fair enough! Once verified started playing with bonus, however unfortunately there is no way to find out how much you've wagered without going through live chat, once in live chat they send an email to the relevant department who then email you a day later to let you no how much you've wagered which is rather frustrating! Managed to clear wagering and made a withdrawal however still no email after 24 hours regarding my withdrawaling or anything! Overall I think there's a good variety of games (DOA) seems to have gone awol since I last played though! Live chat is quick but pretty unhelpful as everything just goes through email. Look forward to seeing how the withdrawal goes.
 

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