Novibet Casino - Spelaren får försenade uttag med upprepade dokumentförfrågningar.

I am writing to express my dissatisfaction with the treatment I have received from the Novibet platform. I have been trying to withdraw my money for over two weeks, and despite having sent all the requested documents on multiple occasions, they continue to ask for the same requirements over and over again.

I have contacted customer service repeatedly and only receive generic responses stating that I must continue sending the documentation, even though it has already been sent and validated. On several occasions, I have also been informed that the withdrawal has been "released," however, the money never arrives in my account.

This situation is unacceptable. I request an immediate review of my case, the urgent release of my withdrawal, and a clear explanation as to why documents already submitted are still being requested.

I would appreciate a prompt and effective solution.

Por medio de la presente deseo manifestar mi inconformidad con el trato recibido por parte de la plataforma novibet. Llevo más de dos semanas intentando retirar mi dinero, y a pesar de haber enviado todos los documentos solicitados en múltiples ocasiones, continúan pidiéndome los mismos requisitos una y otra vez.

He contactado repetidamente al servicio de atención al cliente y únicamente recibo respuestas genéricas indicando que debo seguir enviando la documentación, a pesar de que ya ha sido enviada y validada previamente. En varias oportunidades también se me ha informado que el retiro se encuentra "liberado", sin embargo, el dinero nunca llega a mi cuenta.

Esta situación es inaceptable. Solicito una revisión inmediata de mi caso, la liberación urgente de mi retiro y una explicación clara de por qué se siguen solicitando documentos ya entregados.

Agradezco una pronta y efectiva solución.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Novibet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you previously successfully withdrawn winnings from the casino?
• Could you please share a screenshot of the withdrawal as it appears in your player's account, with the status visible?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear matirivera04,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru