Novibet Casino - La cuenta del jugador ha sido cerrada debido a problemas de verificación.

Hi,

The KYC process went smoothly until I had to verify my phone number. I have a prepaid subscription and because of this I have not been able to get a document to verify my phone number. For this reason, we agreed with the casino that they would call me to confirm the number I registered.

The problems started here.

Short background: When I registered for the casino, I didn't use the +358 prefix in my number, because I remember it was already there. Setting the phone number didn't work without the first zero (the zero should be left out when the number starts with +358 ) so of course I put that zero in there. I got a confirmation message that the number was ok and that's how I registered for the casino.

To date: The casino claims they tried to contact me but couldn't get through to me. I haven't actually received any calls on my phone. I've had email conversations with them many times and they just keep asking over and over again with an automated bot message saying let me know when you're available and we'll call you.

When I tried to call the number they gave me, the call was terminated with an automated message that no registered user was found for the phone number. I then started a new email thread with support and it turned out that my number actually starts with +358 0 xxxxxx in their system, so it's no wonder it doesn't work because there's an error.

I have informed them about this by email and chat, that they should correct the number correctly so that we can make a confirmation call, but the messages go to waste. The same automated message just comes, saying that you should let us know when you are available and we will call you. They cannot call because there is an error in the number.

And of course my account is deactivated so I can't even change anything. The phone number was originally registered under their system terms (+358 xxxxxx didn't work, I had to put +358 0 xxxxxxx) and of course it doesn't work now.

I won that amount 5 months ago and this matter is not progressing anywhere. I would be grateful if we could settle the matter and move forward.

This has been repeated:

Additionally, since you have a prepaid phone, we will need to perform a phone call verification instead of providing us with a proof of mobile.

Please indicate your availability as a reply to the current email thread, and a representative will call you as soon as possible.

For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7!

Kind regards,

Novibet Support

Moi,

KYC toimenpiteet sujui ongelmitta kunnes piti puhelinnumero vahvistaa. Minulla on prepaid liittymä ja tämän takia en ole pystynyt saamaan dokumenttia, jolla voin vahvistaa puhelinnumeroni. Tästä syystä sovimme kasinon kanssa, että he soittavat minulle vahvistus soiton rekisteröimääni numeroon.

Ongelmat alkoivat tästä.

Lyhyt tausta: Rekisteröityessäni kasinolle en käyttänyt +358 alkua numerossani, koska se oli jo muistaakseni valmiina siinä pohjassa. Puhelinnumeron asettaminen ei käynyt ilman ensimmäistä nollaa (nolla pitäisi jättää pois kun numero alkaa +358 ) niin tietysti sen nollan sinne sitten laitoin. Sain vahvistusviestin, että numero on ok ja näin olin rekistöitynyt kasinolle.

Nykypäivään: Kasino väittää, että yrittivät ottaa minuun yhteyttä, mutta eivät saaneet minua kiinni. Puhelimeeni ei ole oikeasti tullut mitään soittoja. Olen käynyt sähköposti keskustelua heidän kanssaan monta kertaa ja he vain kysyvät uudelleen ja uudelleen automaatti botti viestillä, että ilmoita milloin olet tavoitettavissa niin soitamme sinulle.

Kun yritin itse soittaa heidän antamaansa numeroon niin puhelu pysäytettiin automaattiviestillä, että puhelinnumerolla ei löydy rekisteröityä käyttäjää. Tästä sitten kävin uuden sähköpostiketjun tuen kanssa ja sieltä kävi ilmi, että tosiaan numeroni on heidän järjestelmässään +358 0 xxxxxx alkuinen eli ei ihmekkään, että se ei toimi, koska siinä on virhe.

Tästä olen heille ilmoittanut sähköpostilla ja chatin kautta, että korjaavat numeron oikein niin saamme varmistus puhelun tehtyä, mutta viestit menevät kankkulan kaivoon. Samaa automaatti viestiä vain tulee, että ilmoita milloin olet tavoitettavissa niin soitamme. Eivät he voi soittaa, koska numerossa on virhe.

Ja käyttäjätilini on tietysti deaktivoitu niin en pääse edes muuttamaan mitään. Puhelinnumero on rekisteröity alkujaan heidän järjestelmän ehdoilla (+358 xxxxxx ei käynyt vaan piti laittaa +358 0 xxxxxxx) ja sehän ei siis nyt tietenkään toimi.

Olen voittanut tuon summan jo 5kk sitten eikä tämä asia etene mihinkään. Olisin kiitollinen jos saadaan asia soviteltua ja eteenpäin.

Tätä ovat toistaneet:

Additionally, since you have a prepaid phone, we will need to perform a phone call verification instead of providing us with a proof of mobile. 

Please indicate your availability as a reply to the current email thread, and a representative will call you as soon as possible.

For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7!

Kind regards,

Novibet Support

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear riksuuu,

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

Please understand that KYC is a very important and essential process during which the casino ensures that funds are released to the rightful owner. All reputable and licensed casinos take this process very seriously and handle it thoroughly, which is why it includes multiple steps.

To help clarify your situation, could you please provide the following details:

• Can you confirm the phone number you registered with, including the correct international format?
• Have you received any specific error messages from the casino regarding your account or phone number during the registration or verification process?
• When was the last time you attempted to verify your phone number with the casino?

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

Best regards,

Petra

I went to check on the Novibet website what the registration form is for the phone number and yes, the country code is already given there. The registered phone number is +358 0 46 9535365

My real number is +358 46 9535365, which means there is one extra zero in that registered phone number.

I received this email from them when I tried to explain to them that they have an incorrect phone number in the system:

"The registered in your account number +3580469535365 is correct from our side, since you have received the SMS and you have been Verified accordingly."

So it's pretty clear in black and white that the number is incorrect. One zero too many.

So to answer your second question, I didn't get any error, the confirmation SMS message arrived and everything was ok then.

I tried to confirm my number via chat customer service last time on March 20, 2026. So I tried to get that call, but it seemed like they didn't understand that the number was incorrect either. They just kept saying that they would call at this very moment. No call came.

Kävin tarkastamassa novibetin sivuilta millainen tuo rekisteröitymispohja on puhelinnumerolle ja kyllä siellä se maakodi on valmiiksi annettu. Rekisteröity puhelinnumero on +358 0 46 9535365

Oikea numeroni on +358 46 9535365 eli tuossa rekisteröidyssä puhelinnumerossa on yksi nolla liikaa.

Olen saanut heiltä tälläisen sähköpostin kun olen koittanut selventää heille, että heillä on virheellinen puhelinnumero järjestelmässä:

"The registered in your account number +3580469535365 is correct from our side, since you have received the SMS and you have been verified accordingly."

Eli tuossa on ihan mustaa valkoisella, että numero on virheellinen. Yksi nolla liikaa.

Eli vastatakseni sinun toiseen kysymykseen niin en saanut mitään virhettä, vahvistus SMS viesti tuli perille ja kaikki oli ok silloin.

Yritin vahvistaa numeroani chat asiakaspalvelun kautta viimeksi 20.3.2026. Eli yritin saada sitä soittoa, mutta tuntui, että he eivät sielläkään ymmärtäneet, että se numero on virheellinen. Toistivat vain samaa, että soittavat ihan juuri näillä hetkillä. Mitään soittoa ei tullut.

Dear riksuuu,

Thank you for your reply and for providing the previous details.

• Could you please provide the exact date when your account was blocked?
• Which other verification documents have you already submitted, and when did you send the most recent one?
• Could you provide any additional communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all relevant documents to petra.h@casino.guru or post your screenshots directly in this thread.

Thank you again for your cooperation.

Hi,

The account was probably blocked sometime around December 20, 2025, because since then I've been going through a profile verification battle via emails. I'm not sure if that's the exact date, but somewhere around December.

On March 10, 2026, I sent the last document. This document was a bank statement, which they wanted again. No justification for this request again either, they just wanted it before the phone number recognition hassle started. However, the previous bank statement had already been approved.

I'll send you the email threads, I think there's quite a lot of them. Thanks in advance!

Moi,

Varmaan joskus 20.12.2025 tili on estetty, koska siitä lähtien olen käynyt profiilin verifikaatio taistelua sähköpostien kautta. En ole tästä varma onko tuo juuri tarkka päivämäärä, mutta jossain joulukuun tienoilla.

10.3.2026 lähetin viimeisimmän dokumentin. Tämä dokumentti oli tiliote, jonka he halusivat uudestaan. Ei mitään perustelua tämänkään uudelleen vaatimukselle, halusivat vain sen ennen kuin alkoi puhelinnumeron tunnistus hässäkkä. Edellinen tiliote oli kuitenkin jo hyväksytty.

Lähetän sähköpostiketjut sinulle sähköpostiin, niitä on meinaan aika iso kasa. Kiitokset jo etukäteen!

Dear riksuuu,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello riksuuu,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

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 riksuuu,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory soluion to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at this link. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator in this article.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at hadi.a@casino.guru

I am sorry I could not be of more help on this occasion.

Best regards,

Hadi