Novibet Casino - El retiro del jugador se ha retrasado por el cierre del casino.

Hello, my complaint is directed to the NOVIBET CASINO that has not paid me my money.

Novibet ceased operations in March 2024 without prior notice, preventing users from withdrawing their funds.

From that date, Novibet told me that they would first pay me by bank account. After several months of not receiving the payment, they told me that they would pay me by Skrill.

However, I have already sent Novibet a screenshot of my Skrill account as requested at the beginning of January of this year.

I haven't received my payment yet, and they've stopped responding to my emails. The way they treat their users is terrible. I don't understand how this casino can have such a high rating on its website. It's the worst casino in existence.

This casino is a scam, Skrill payments are immediate, THERE ARE NO EXCUSES, they simply do not feel like paying the money to their customers.

I hope you give it a bad rating if you don't give me a solution as soon as possible.

hola , mi queja va dirijido al CASINO NOVIBET que no me ha hecho el pago de mi dinero.

Novibet dejo de operar en marzo del 2024 sin previo aviso , sin dejar que los usuarios puedan realizar el retiro de sus fondos.

Desde esa fecha novibet me dijo que primero me pagaria por cuenta bancaria , depues de varios meses que no me llegaba el pago me dijeron que me pagarian por el metodo de skrill.

Sin embargo ya envie a Novibet una captura de pantalla de mi cuenta skrill tal cual como me lo solicitaron a inicios de enero de este año.

No recibo mi pago hasta el dia de hoy y han dejado de responder amis correos. Es pesimo el trato que tiene con sus usuarios , no entiendo como este casino puede tener una valoracion alta en su pagina. es el peor casino que existe.

Es una estafa este casino , los pagos por skrill son inmediatos , NO HAY EXCUSAS , simplemente que no les da la gana de pagar el dinero a sus clientes.

Espero le den una mala valoracion si no me da una solucion lo mas pronto posible.

Dear gabrielvelas,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To clarify your situation, could you kindly provide the following details?

1. Please forward the communication between you and the casino’s customer support regarding the refund of your balance to veronika.f@casino.guru.
2. Have you completed the full KYC verification?
3. Could you specify which document you were asked to provide to proceed with the refund? Did you submit it on time and in the correct format? Does it contain all the necessary personal information required for verification?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear gabrielvelas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of gabrielvelas. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much, gabrielvelas, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear gabrielvelas,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Novibet Casino representative to join this conversation.

Dear Novibet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear gabrielvelas,

I am communicating with the casino outside of this thread. I will inform you, if there are any updates.

Dear gabrielvelas,

I was able to get in touch with a casino representative, but I was not provided with anything relevant regarding the matter in the given timeframe. I am afraid there is not much that can be achieved without cooperation from its side. Therefore, I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/products-services/alternative-dispute-resolution or complaints@ecogra.org) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/ or support.mga@mga.org.mt).

In case of any questions or news from the ADR or regulator, do not hesitate to contact me at miroslava.d@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Mirka

Casino.Guru