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Novibet – Verification KYC Problems


Resolved - The submitting complainant has informed us that they have been paid. Novibet have been non-responsive to this issue.

Read our Novibet Casino Review.

Player's Complaint


I joined to Novibet on 18 Feb 2020.The entire deposit I made for a few days was 3.400 gbp. In total, it is 11 transactions from my card ending ****2643. Then my account was deactivated. They needed additional documents for verification:

Eleni Ch. (Novibet UK)

Feb 27, 19:10 EET

Dear Mowsiako921 ,

This is an additional message to our previous.

We would like to inform you that your account has been dis activated by the responsible department.

All the documents asked on our previous message are required by the responsible department in order that your account can be fully verified and reactivated.

You are kindly requested to provide the following document, so that your account can be fully verified:

A picture of yourself holding your ID, driving license or passport next to your face.

An official document that proves that your register mobile number belongs to you.

Photograph of your card ***2643 (both sides). For safety reasons, the first 6 and last 4 digits, the cardholder name, as well as the expiration date must be visible. You may cover the security code CVV on the back side.

I sent all required documents by replying to this email.

then because I do not have a contract for my mobile phone, they required a phone verification and we arranged for the next day:

Jim B. (Novibet UK)

Feb 27, 23:20 EET

Dear Mowsiako921,

Thank you for your message!

We will call you at your requested time.

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

Kind regards,

Novibet Support

Phone verifications I went through without any problems talking to a nice lady.

For a month, my account is deactivated and all emails written from support are the same. Every week I send to them email but I received similar emails all the time.

I tried live chat but I got the same answers and no help

Peter N. (Novibet UK)

Mar 23, 15:22 EET

Dear Mowsiako921,

Thank you for your message!

Your account is currently under review by the Novibet Security Department. You will be notified via email as soon as there is an update, or once the review has been completed.

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

Kind regards,

Novibet Support

Maro P. (Novibet UK)

Feb 29, 10:01 EET

Dear Mowsiako921,

Thank you for contacting us.

We wish to inform you that we have not received any feedback yet in regards to your account. As customer support team, we are trying our best so as to retrieve a prompt reply and share the same with you.

We kindly ask for your patience as this process can be time consuming.

We thank you in advance for your patience and understanding.

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

Kind regards,

Novibet Support

.that's why I would ask for help in this matter, because I deposited lot of money there and I'm sure I bet for whole amount. I do not use first deposit bonus.I tried to ask support to send a request to the revelant department but it looked like they didn't have access to them.

thank you

Read the casino review

6 Responses

March 25, 2020

Ok understand that.Hope we you will get some information from them.

thank you

April 11, 2020


I get email today from Novibet :)

Dear Mowsiako921,

We would like to inform you that your account has been reactivated in order to withdraw your available funds and as soon as your withdrawal has been processed it wiil be closed due to the Term 2.4

April 14, 2020

Hi Mowsiako92,

That's great news. We would appreciate it if you could confirm when you receive your funds.

Unfortunately Novibet have informed us that they will not discuss complaints with this service.



April 15, 2020


thank you for help.

Today I received funds :)

Account automaticly closed after withdraw processed.

Weird how quick they work when is public.

Once again THANK YOU for Help !! You are The BEST ThePOGG !

April 17, 2020

Hi Mowsiako92,

Thanks for letting us know - it is appreciated!


April 25, 2020

Hi Mowsiako92,

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 offer a no win no fee service that specialises in the remote gambling sector.

Sorry we could not be of further help.


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Mowsiako92 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

March 24, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.