The player from Brazil reported that the casino had blocked his winnings, leaving him at a disadvantage. The complaint was resolved peacefully as the player confirmed that the withdrawal had been successfully processed. The delay was likely due to standard processing times or KYC verification. The Complaints Team extended the waiting period and closed the case after the player confirmed the resolution.
Novibet Casino BR - Player's winnings have been confiscated.
Resolved
Our verdict
Case closed
Amount: 620 R$
Novibet Casino BR
Safety Index:HighCase summary
Discussion
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
The casino blocked my winnings and left me at a disadvantage.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Dear MEH43,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards
Petra
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2 weeks ago
Dear MEH43,
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.
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1 week ago
We would like to inform all those following this case that the player informed us that this complaint has been resolved.
Player confirmed that the withdrawal was successfully processed.
Dear MEH43,
I am glad that your issue has been successfully resolved. I will now mark the complaint as "resolved" in our system.
Thank you for your cooperation and do not hesitate to contact our Complaints Resolution Center if you encounter any problems with this or any other casino in the future. We are here to help you.
Best regards,
Petra
Casino.Guru
