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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.

Read our Novibet Casino Review.

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.

Read the casino review

4 Responses

ThePOGG
May 09, 2019

Hi np1962bot - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

NP1962bot
Jun 07, 2019

Many thanks, do you have any update yet?

NP1962bot
Jul 02, 2019

Are there any updates? I know you are busy but im not sure how long it would usually take for you to respond to a complaint

ThePOGG
Aug 30, 2019

Hi NP1962bot,

I've concluded our discussion with Novibet about this issue. Sadly this discussion was unsuccessful in terms of mediation.

Novibet claim that your account is unnaturally associated with other accounts. I need to be clear at this juncture in stating that if this is true we would unquestionably support the operator. However, the limited evidence the operator were prepared to share to validate their claim has been insufficient to meet the standards required by this service to draw any conclusions.

That being the case we have two parties with opposing claims and no sound basis upon which to draw a conclusions.

I'm sorry we could not be of further help. All we could suggest at this stage is to contact Novibet's ADR IBAS or alternatively you could consider taking legal action. My understanding is that GreenTableLegal.com offer a no win/no fee service specialising in online gambling disputes.

Thanks,

ThePOGG

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Agreement

np1962bot 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

May 8, 2019