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thegamaniac

Newbie member
PABnoaccred
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.
 
Novibet is a highly recommended, vetted Accredited Casino at Casinomeister:
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
 
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.
 
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
 
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.
B84C5BEB-883F-4C04-AC95-6E2EE33FC302.pngE2F7A7E8-C111-4314-A3F2-F7B1EAC51C59.png
 
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 146634View attachment 146635
They would not have come to that decision lightly what’s the deal with the debit card used?
 
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.
 
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
 
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?
 
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.
 
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.
I will do that, thanks. I must say, there are some we helpful people on here! Thanks again.
I’ve just had this email back from them and they are still not providing me with any evidence.
F342A2E3-E80D-4BA6-926A-04D85792B0C9.png
 
Please note that the OP has a PAB in progress on this issue. Assuming they have read and will comply with the Player Arbitration Policies and Procedures they can't and won't be responding here until the PAB has run it's course.
 
Novibet is a highly recommended, vetted Accredited Casino at Casinomeister:

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