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thegamaniac

Newbie member
PABinit
Joined
Dec 7, 2020
Location
Surrey
Hi all.
I’m a new member, but not a new gambler.
I’m after a bit of advice regarding Novibet.
on the 27th November I won a large amount of money on a slot game on their platform. I withdrew 90% of the money and continued playing. I continued playing into the next day when my account was all of a sudden deactivated. I’m no stranger to this as it’s part of the KYC. So, I received the customary request from Novibet customer services requesting copies of driving license etc which I was happy to supply and sent all relevant documents to them.
I have done nothing but send them emails and live chat discussions as to when the account will be reactivated as I have supplied them with the requested documents and I get a standard response every time ‘your documents have been sent to the relevant department, they will be in touch via email ASAP’. I’m now 10 days in, messages sent to them on a daily basis and no news of reactivating the account. Is this a ploy to try and not pay out the winnings I have legitimately won?

I’m getting very frustrated as I see on this site that Novibet has good reviews and excellent customer service. To me, they have been noting but evasive.

Any help would be appreciated.
 

Flyingslotsman

Senior Member
Joined
Mar 14, 2015
Location
Scotland
I've had zero issues with withdrawals etc from novibet, maybe Covid-19 is playing a part in the lack of staff, just one possibility or a back log. I'm sure it'll be sorted if there's no issues, then there's nothing to worry about. Very reliable casino
 

thegamaniac

Newbie member
PABinit
Joined
Dec 7, 2020
Location
Surrey
I've had zero issues with withdrawals etc from novibet, maybe Covid-19 is playing a part in the lack of staff, just one possibility or a back log. I'm sure it'll be sorted if there's no issues, then there's nothing to worry about. Very reliable casino
Thanks for your reply, it’s much appreciated. I fail to see how it takes 10+ days to verify an account though. I have used other vendors throughout this pandemic and 24 hours was the most it took them to carry out their checks.
I firmly believe it’s the amount of money I have won that is their stumbling block and in the back of my head, I think they are looking at every possible angle to try and dodge the payout.
I will allow them to the end of this week to before I take to social media and the mainstream media as gambling has become quite a hot topic of late.
 

Novibet Rep

Accredited Casino Representative
Joined
Apr 20, 2017
Location
UK
Hello @thegamaniac

I'm very sorry for the inconvenience. Be sure that we always try to provide the best services. Please send me your name in a personal message so that I can forward it to the competent department and find a solution to the problem.

Kind Regards
 

thegamaniac

Newbie member
PABinit
Joined
Dec 7, 2020
Location
Surrey
Do not rag on casino reps who are trying to help you out
Hello @thegamaniac

I'm very sorry for the inconvenience. Be sure that we always try to provide the best services. Please send me your name in a personal message so that I can forward it to the competent department and find a solution to the problem.

Kind Regards
Low and behold, Novibet have declined to pay out. How predictable. I apparently have more than one account and that my partner is not allowed to use my card, which she is. Any excuse to rob the customer.
My solicitor will be informed as will the regulatory body, media and any other such means to bring this kind of robbery to an end.
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Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Please do not rag on casino reps who are trying to help you out. Thank you.
 

Davey86

What consumes your mind controls your life
MM
Joined
Feb 6, 2020
Location
Newcastle upon tyne
Low and behold, Novibet have declined to pay out. How predictable. I apparently have more than one account and that my partner is not allowed to use my card, which she is. Any excuse to rob the customer.
My solicitor will be informed as will the regulatory body, media and any other such means to bring this kind of robbery to an end.
View attachment 146634 View attachment 146635
They would not have come to that decision lightly what’s the deal with the debit card used?
 

thegamaniac

Newbie member
PABinit
Joined
Dec 7, 2020
Location
Surrey
Never had a joint account before so have not got a clue how they work
Well, both of the cards are identical, with only my name on it. It’s the same surname, just the initial is different.
Anyway, they quite clearly stated on the KYC email that I needed to provide proof of the card front and back, ID of the owner of the card and the Novibet account holders bank account statement. This was all provided. So, in my honest opinion, they do not want to payout.
 

Davey86

What consumes your mind controls your life
MM
Joined
Feb 6, 2020
Location
Newcastle upon tyne
Well, both of the cards are identical, with only my name on it. It’s the same surname, just the initial is different.
Anyway, they quite clearly stated on the KYC email that I needed to provide proof of the card front and back, ID of the owner of the card and the Novibet account holders bank account statement. This was all provided. So, in my honest opinion, they do not want to payout.
So their was no unauthorised use of a card? open a pab and I’m sure it can be sorted
 

thegamaniac

Newbie member
PABinit
Joined
Dec 7, 2020
Location
Surrey
So their was no unauthorised use of a card? open a pab and I’m sure it can be sorted
It was all authorised and I can submit any further documents to them if required. I have responded to their email, so look forward to that reply.
Sorry, what is a PAB?
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
It was all authorised and I can submit any further documents to them if required. I have responded to their email, so look forward to that reply.
Sorry, what is a PAB?

Complaint....to the right of the forum tab at the top

I use them for about 90% of my play and can honestly say, apart from odd wee issues, never had any issues or felt like i would have issues with them - maybe misunderstandings (their customer support is a bit on the poor side), who knows...if you submit a complaint you can run through all the relevant info etc.
 
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