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Novibet - Still waiting for winnings

Ruling

Found for the Player - Novibet have informed us that they will not cooperate with this service to manage player complaints.

Read our Novibet Casino Review.

Player's Complaint

On 22nd August 2020 I won £3117.60 at Novibet Casino. On 27th I was asked for a selfie with my ID, photo of both sides of my card and evidence that my mobile number was mine. I attached what was requested and advised that I had a pay as you go phone and unable to provide "evidence". I was advised that a phone call was required. I explained that my mother had died and was mourning the loss and that I was not willing to be stressed with this, I did however need the money. I chatted with Novibet some time later and explained I had changed my number, provided evidence that the new number was registered to me (as requested). I was later told this was not acceptable as I needed to verify my original number - which I have again explained is not possible as I no longer have that number. Novibet replied "We wish to inform you that it is obligatory when registering with us to declare details which you will be able to verify them and must be accurate, correct, complete and up to date." My complaint to Novibet is to release my funds and feel that should this be their policy this verification process should be mandatory before being allowed to play, rather than conveniently only taking place after one of their customer wins something.

Read the casino review

3 Responses

User icon
ThePOGG
February 17, 2021

Hi ljs2020 - welcome to ThePOGG.com!

Unless you have specifically destroyed/disposed of the sim card related to your pay and go number, there is no reason that you would not be able to receive calls on this number. You will need to verify this number to complete the verification process.

Once you have done this let us know and I'll follow-up with the operator on your behalf.

Thanks,

ThePOGG

User icon
ljs2020
February 17, 2021

Yes sorry, the phone was lost so i no longer have access to the sim card- this was explained to the casino. Should have been more clear in the complaint. Apologies.

User icon
ThePOGG
March 14, 2021

Hi ljs2020,

Sadly despite repeated efforts to contact this operator to discuss your issue we have received no relevant response. At this juncture we have no reasonable expectation of this changing.

All we could suggest is contacting the operators ADR, IBAS. Alternatively, if you wished to consider legal action our understanding is that GreenTableLegal.com offer a no win no fee service that specialises in the remote gambling sector.

Sorry we could not be of further help.

ThePOGG

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Agreement

ljs2020 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Novibet
  • United Kingdom Gambling Commission
  • Novigroup Limited

February 17, 2021

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