Novibet— player complaints: 28 in English

I won £1400.00 i the Novibet casino on a slot called Hit it Big on the 17th March 2020. Every time I contact them regarding my payout they just come back with the same message saying it is with the security

Novibet deactivated my fully verified account even after i provided proof of mobile phone ownership. Account under investigation for over a month. Withdrawals of 500£ rejected and live chat wont give any timeframe or reason for the investigation.

Hello I joined to Novibet on 18 Feb 2020.The entire deposit I made for a few days was 3.400 gbp. In total, it is 11 transactions from my card ending ****2643. Then my account was deactivated. They needed additional documents for verification: Eleni Ch. (Novibet UK) Feb 27, 19:10 EET Dear Mowsiako921 , This is an additional message to our previous. We would like to inform you that your account has been dis activated by the responsible department. All the documents asked on our previous message are required by the responsible department in order that your account can be fully verified and reactivated. You are kindly requested to provide the following document, so that your account can be fully verified: A picture of yourself holding your ID, driving license or passport next to your face. An official document that proves that your register mobile number belongs to you. Photograph of your card ***2643 (both sides). For safety reasons, the first 6 and last 4 digits, the cardholder name, as well as the expiration date must be visible. You may cover the security code CVV on the back side. I sent all required documents by replying to this email. then because I do not have a contract for my mobile phone, they required a phone verification and we arranged for the next day: Jim B. (Novibet UK) Feb 27, 23:20 EET Dear Mowsiako921, Thank you for your message! We will call you at your requested time. For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7! Kind regards, Novibet Support Phone verifications I went through without any problems talking to a nice lady. For a month, my account is deactivated and all emails written from support are the same. Every week I send to them email but I received similar emails all the time. I tried live chat but I got the same answers and no help Peter N. (Novibet UK) Mar 23, 15:22 EET Dear Mowsiako921, Thank you for your message! Your account is currently under review by the Novibet Security Department. You will be notified via email as soon as there is an update, or once the review has been completed. For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7! Kind regards, Novibet Support Maro P. (Novibet UK) Feb 29, 10:01 EET Dear Mowsiako921, Thank you for contacting us. We wish to inform you that we have not received any feedback yet in regards to your account. As customer support team, we are trying our best so as to retrieve a prompt reply and share the same with you. We kindly ask for your patience as this process can be time consuming. We thank you in advance for your patience and understanding. For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7! Kind regards, Novibet Support .that's why I would ask for help in this matter, because I deposited lot of money there and I'm sure I bet for whole amount. I do not use first deposit bonus.I tried to ask support to send a request to the revelant department but it looked like they didn't have access to them. thank you

I joined up to Novibet a few weeks ago and did their deposit match offer and came away with a balance of 430.78. I tried to withdraw a few days later and they asked me for further documents to which I complied with and supplied them. After they had received these they instantly deactivated my account with no reason, stating they had to do a security check but that there was no timeframe under which this would be completed. I contacted them on live chat repeatedly for updates but just got copy and pasted replies of "please be patient". It has been over a week now and I have no way of resolving this by myself.

Hi,<br> <br> I’m after advice regarding an issue I have with Novibet Casino.<br> <br> I have had an account with Novibet after being recommend by a friend and have not really experienced any problems until now. I have had the account for a while but I am not really a frequent gambler. <br> <br> On Saturday 7 September in the evening I made one deposit, not a large amount which I lost. I’m not a big gambler but I’ve recently had a few family issues and noticed a slight increase in gambling. To take away temptation I decided to look into how self exclude. To my knowledge with Novibet there is no automatic way to do this yourself and it has to be done through customer support. I tried to go on chat which I have to say was useless and I have since learnt this always seems to be the case. It very rarely connects and the screen often goes blank. There was an option to send a message which I used. I sent a message along the lines of “please exclude this account permanently”. Like the chat this was poor and it was unclear if a message had even sent. This was done at around 22:30. <br> <br> The following morning I checked the account which was operating as normal and I had no email etc. I assumed given the problems I had the message had not sent. I made a deposit and had a go on a few of the casino games. I must have been playing for an hour plus when I had a big win. Literally after the big win I could no longer access the account as it had been excluded. If I was being sceptical it was almost as if someone was watching the account but I know this is just a coincidence.<br> <br> I contacted Novibet who confirmed the account had been self excluded based on my request. I have to say from this point they have been terrible. Skirting around questions, not responding giving almost no answers.<br> <br> I have screenshots and videos of chats confirming the balance at closure/self exclusion was £994.02. Also after effectively hounding them I have emails confirming “The remaining balance of your account is £994.02” and “Kindly be informed that there is no reason to worry”.<br> <br> They wouldn’t give me hardly any information on what was happening and no timescales etc which worried me.<br> <br> I have today received an email stating - <br> <br> “We would like to inform you that the amount of your deposit £100 has been refunded at your card.<br> You requested to self exclude your account on 07/09/2019 22:27 via an offline chat message. However your deposit of £100 was made on 08/09/2019 07:42, after your self exclusion request.<br> Since you have requested self exclusion your activity has been cancelled and your deposit has been refunded. <br> For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7!<br> Kind regards,<br> Stavroula<br> Novibet Support”<br> <br> Fair enough the request was made but at the time of depositing and winning the account was open and active. It was not self excluded and hadn’t been previously. At least not officially or any confirmation to say it had. I am pretty sure if the money had been lost they wouldn’t be refunding it and would state the request to exclude was made offline etc. so surely that should work both ways. <br> <br> I want to know where I stand as I feel in the circumstances it is harsh to close an account with a balance of £994.02 and simply return a £100 deposit.<br> <br> Sorry for the long message but they are now effectively ignoring me. If the general consensus is they have done nothing wrong then fair enough but feeling a bit hard done by.

I have an account with Novibet - KYC STATUS is verified. I have made 2 successful withdrawals (£8K) on 11/6/2019 via Rapid transfer, I have requested a withdrawal last night for £2500 via my VERIFIED VISA DEPOSIT METHOD USED and they are asking for a couple of cards on my account that say "pending". THe point is I used one of these cards to deposit on the 05/06/2019 BEFORE 2 successful withdrawals, i have never been asked for verification of the (as never attempted to withdraw to the either) and I have never been advised my account isnt verified. It clearly shows overall status as verified. There is NO reason for them to now say they want them verifying even thoug not used lately and deposited thousands for me to get my £2500. Its not fair and bad practice. I would NEVER deposit to an account non verified for this reason, myy account and card is verified so please get them to pay. They should have asked me for more if needed before allowing thousands to be deposited!!!!

Im extremely disappointed with Novibet. I signed up around the middle of March for their welcome bonus (100% bonus up to £250) and won £1,585 playing ‘Flowers’ (an online slot game). I sent them photos of my bank card, photos of my drivers licence and a photo of my bank statement. I was later asked for a phone bill for my registered phone number, at this point I had already got a new number which is on Pay As You Go, I sent a photo of my online account and also a photo of me holding my passport so they could update my account with my new number but they refused to do so without first calling my old phone number. Im stuck in a vicious circle, I can’t verify my old number because it was also on Pay As You Go and I no longer have the sim card, and they wont update my phone number without first verifying the number I registered with. I have said that they can call me to do the verification phone call on my new number which I have provided them with, but they refuse to do so. They said that their Terms state that I must register with the correct phone number, which I did, but it just so happens that I changed my phone number around the time of registration. Had I known I would need to provide proof of my phone number I wouldn’t have changed it until this had paid, but it never occurred to me that I might have issues getting this paid out just because I changed my phone number (like many people do every day). Im at my wits end now, they aren’t budging and insist I must prove my old phone number but its impossible for me to do this.

I joined Novibet on 18 Oct and deposited 250 for 250 welcome bonus. They asked for loads of docs including proof of my registered phone number. I complied with it all but as im on pay as you go i couldnt prove my phone number (they asked me for my phone bill). I sent a pic of the sim card packaging but they wouldnt accept it. They have now agreed to call me so that I can prove this phone does belong to me but ive been on chat loads of times asking them to call me (first time was on 2nd Jan) so i can complete verification, they say they will get the next available agent to call me and over a week later im still waiting for a call. Its been such a difficult process getting my account verified anyway with all of the docs they asked for but now the final thing for verification is them calling me. Ive tried calling them myself but theres no answer every time Ive tried. Its out of my hands now and they arent doing anything to help me get my account verified. I think this is their way of stalling payment. They have been no help on email or live chat!