Novibet Casino PE - Player's withdrawal is delayed and unresolved.

Good morning, my claim is against the NOVIBET casino, I have been waiting for the refund of my funds since April 2024, they say that they have already sent me the payment, however the money never arrived in my bank account, I suspect it is because they sent it to me in euros when my bank account is in soles (national currency).

I have the bank statements as proof that I did not receive the money. I have been complaining to the casino but they always just respond the same: that the money is no longer in my gaming account, that they have already paid me and that I should complain to my bank.

They do not give me a solution, I have requested that they investigate my case, surely the transaction bounced but NOVIBET does not care to solve this problem, I have also heard from other users where they assure them that they have already been paid when they have never received the money, it is really worrying that these things happen, apparently it is not safe and reliable to play there.

I hope you can help me and if my case is not resolved, it will be noted here so that you do not play at this casino because their customer service is terrible and it takes a long time to respond.

Dear Maria788,

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.

Could you please specify the reason why the casino promised to refund you the disputed amount?

Has the casino confirmed that the payment was sent in EUR, not in PEN?

Has the casino provided you with any evidence that the payment was sent to you? If so, please forward the document to me at [email protected].

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

hello casino guru

The reason why I have to refund my balance is because NOVIBET was operating in Peru for a short period and suddenly from one day to the next without prior notice it stopped offering its services and it was impossible to access my account, so they asked me for my bank account to make the payment of my total money of 11,244 soles.

The casino sent me a "voucher" for the alleged transaction, which states that it was sent in euros, but my bank account is in soles. I went to my bank with that voucher to complain and they told me that the money never entered my account and that the "voucher" is only an outgoing transaction but that it was not processed.

I will send you the voucher that Novibet sent me. I hope that Novibet takes the interest in wanting to pay me my money, because their service is terrible. First, they stopped operating in my country without warning. They didn't even leave time to withdraw the funds. They left with all the money in the accounts that the Peruvian users had. I'm sure that many of them still haven't received their money.

Good morning, I haven't received any response. I already sent the voucher that Novibet sent me and I haven't received any updates or any instructions from Casino Guru.

I hope you can address my complaint against Novibet and help me get paid.

Thank you for your email and I sincerely apologize for the delay in responding. We are currently managing over 1200 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Could you please forward me the bank statements from May 2024 onwards for your bank account ending with 7332? My email address is [email protected].

Good morning, I have requested my account statements from my bank since May. It will take up to 15 business days for them to send them to me. After that time I will be able to send them.

However, I request the NOVIBET casino to comment on my case and confirm with its payment provider if my refund was processed successfully or if there was an error that caused the transaction to bounce, since that is most likely, but in this time that my bank is taking time to send me said documents, Novibet can take advantage of this to address my claim, they have never paid me... investigate my case...

Thank you for the information. I will set the timer for additional 12 days until you receive the statements from your bank. Then we will continue with the investigation. Thank you for your patience and understanding.

Dear Maria788,

Have you received the statements from your bank yet? Please keep me updated. Thank you for your cooperation.

Dear Maria788,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Maria788. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Maria788,

Please forward me the bank statements at [email protected]. Thank you for your cooperation.

Thank you very much, Maria788, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([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.

Dear Maria788,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that you haven´t received your funds yet . I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Novibet Casino PE representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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 Maria788,

can you please give us an update? Have you received your withdrawals?

Dear Maria788,

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,
Martina
Casino.Guru