Novibet Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I’ve tried communicating with this casino. My profile is fully verified. After couple of succesful withdrawals, they asked me for new credit card statement stating that my previous picture is damaged and they cant see the name(Ive sent it in pdf). On their website its stating that my credit card is verified. When asked them why are they asking again, they said that my credit card is not verified yet. I provided them 3x with the statement and again after couple of days they asked me again for it. After that no communication happened from their side with the same thing, your withdrawal will be processed

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Is there a chance that there is information missing from the documents you provided, or that there is a mismatch between the information on the documents you provided and the information specified in your player profile?
• Is your account accessible to you? Can you log in?
• Could you please share with me your communication with the casino regarding the verification of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

to whom may it concern,

-Documents were provided on the first withdrawal which happened end of March(Id + proof of address + Credit Card)

-Yes, thats why my withdrawals prior to this were approved, approx 4/5 withdrawals

-Not a chance, everything was sent properly and verified by their team. All docs were provided in the correct format.

-Yes it is

Phone verification was done aswell.

GDPR is not visible on their website and who the controller is.

Thanks for your reply and the explanation.

Have you used a new bank card since your successful withdrawal?

Is the card number visible in the bank statement or transaction list you provided to the casino?

Is the card you used in your name, and is the bank account associated with the card in your name exclusively?

Please let me know.

Hello,

Only one credit card has been used.

the document I provided to them in pdf but I cant upload pdf here. The card that I used is **0791.

With revolut is quite simple as you can see

Thank you very much, djane, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear djane,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Novibet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't 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 Maltese Alternative dispute resolution entity (https://madre-online.eu/) 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/. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana