Novibet – won’t verify my account

Ruling

Unresolved - Novibet claim this player's account has been unnaturally associated with other player accounts but have failed to provide sufficient evidence to validate this claim.

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Player's Complaint

Im extremely disappointed with Novibet. I signed up around the middle of March for their welcome bonus (100% bonus up to £250) and won £1,585 playing ‘Flowers’ (an online slot game). I sent them photos of my bank card, photos of my drivers licence and a photo of my bank statement. I was later asked for a phone bill for my registered phone number, at this point I had already got a new number which is on Pay As You Go, I sent a photo of my online account and also a photo of me holding my passport so they could update my account with my new number but they refused to do so without first calling my old phone number. Im stuck in a vicious circle, I can’t verify my old number because it was also on Pay As You Go and I no longer have the sim card, and they wont update my phone number without first verifying the number I registered with. I have said that they can call me to do the verification phone call on my new number which I have provided them with, but they refuse to do so. They said that their Terms state that I must register with the correct phone number, which I did, but it just so happens that I changed my phone number around the time of registration. Had I known I would need to provide proof of my phone number I wouldn’t have changed it until this had paid, but it never occurred to me that I might have issues getting this paid out just because I changed my phone number (like many people do every day).

Im at my wits end now, they aren’t budging and insist I must prove my old phone number but its impossible for me to do this.

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