Novibet Casino IE - Player's withdrawal is delayed due to document requests.

Hello

I made deposit by my virtual card and won some money, this card can't longer accept payments, so I wanted to withdraw my balance to other one. Casino makes it impossible. I provided all requested documents such as

selfie with id card, proof of phone number ownership, proof of ownership of the card from the time when it was active, proof of ownership new card that I used for last deposit and for withdrawal, my account was also fully verified before ID & address.

After that, they asked me for document stating that card is not longer active however I can not provide such document because bank does not issue such documents, they issue only card confirmations for active accounts/cards which can be checked on their website, I provided them that document. Theoretically I could just make a withdrawal to that card and it would be returned to them but I have doubt that this would suit them as a proof.

After I made explanation to them I can not provide recent document as inactive card ownership proof, they just started sending me initial messages, asking for same documents that I already provided.

They asking me for to take photos of a virtual card that is inactive, I feel harassed, just so that I don't get paid.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you make the deposit with your virtual card (please include the date and the amount)?
• Have you ever made any successful withdrawals from this casino before? If yes, to which payment method were those withdrawals processed?
• What type of virtual card did you use (for example, Revolut, Wise, Skrill, or another provider)?
• Have you contacted the payment provider to ask if they can confirm in writing that the card is no longer active or closed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

When exactly did you make the deposit with your virtual card (please include the date and the amount)?

14/09/2025 17:20:46€500.00 old

13/10/2025 03:33:27€5.00 new

Have you ever made any successful withdrawals from this casino before? If yes, to which payment method were those withdrawals processed? No

What type of virtual card did you use (for example, Revolut, Wise, Skrill, or another provider)? Previously n26, new one is LuxonPay

Have you contacted the payment provider to ask if they can confirm in writing that the card is no longer active or closed? On the chat I was told only about card confirmation document that has been sent already

Please forward me the most recent communication between you and the casino regarding the verification of your account at [email protected]. Kindly include the documents you most recently sent to the casino and that are still pending verification as well.

I sent you the most recent communication with them.

Thank you very much, gr4nt3, for providing all the necessary information. I will now transfer your complaint to my colleague Barbora ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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 gr4nt3,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

I really feel harrasted by novibet right now.

On 30.10.2025 I requested withdrawal to my closed card 2118, then withdrawal got canceled as they couldn't process it, they sent an email where they allow me to withdraw money to another card and asked for verification of the new card. I sent them again that document and requested withdrawal to that card 3661

Today 31.10.2025 they canceled this withdrawal and force me again to withdraw it to the closed card 2118.

This is really insane.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear gr4nt3, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to correctly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected]

I am sorry I could not be of more help on this occasion.

Best Regards,

Barbora