Novibet Casino MX - Player's withdrawal is delayed.

I've tried to withdraw funds, but it just gets stuck in the "processing" stage. I contacted support, but they're slow to respond; they take up to an hour to reply to a single message. If I manage to disconnect or something, everything resets as if I'd never contacted them. I called Novibet and explained the situation, but they're asking for photos of the front and back of my card. I already explained that's impossible because it's a virtual card. Instead, I sent them bank statements and proof of payment for the purchase I made with them, but they still won't accept it.

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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.

• Which identity documents have you submitted to the casino for account verification so far?
• Have any of your documents been reviewed and approved by the casino's relevant department?
• Do you have any official document from your bank confirming that the virtual card you used to make deposits at this casino belongs to you?
• Has the casino specified why the bank statements and proof of payment documents you provided could not be accepted?

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

I've provided bank statements and proof of payment for the casino transaction, but they haven't responded. They've only accepted one payment, which is from a different card, but they tell me it can't proceed and that I need to verify the others. I send them, and now they're ignoring me.

Am I posting the documents I sent to the casino through this channel?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JoseAguiar12,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika