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.

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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.

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