Novibet Casino - Pelaajan kotiutus on viivästynyt.

When I requested a withdrawal, I received an email with a list of documents that I needed to send in order to verify my account. The documents were approved and then my account was closed, after which I had to re-upload more documents, some of which I had already sent. After I got my account back active and made a withdrawal request, they again asked for the same documents that I have probably sent 3 times and they have been approved every time.

Nostopyynnön yhteydessä tuli sähköpostiin lista dokumenteista jotka pitää lähettää jotta tilini vahvistettaisiin. Dokumentit hyväksyttiin ja sitten tilini suljettiin, jonka jälkeen jouduin uudestaan laittamaan lisää dokumentteja jotkut jopa sellaisia jotka olin jo ennestään lähettänyt. Tilini saatuani takaisin aktiiviseksi ja nostopyynnön tehdessä he jälleen kysyvät niitä samoja dokumentteja jotka olen jo varmaan 3 kertaa laittanut ja ne ollaan joka kerta hyväksytty.

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.

• Do you have access to your player's account? Can you log in and access features such as your player's profile, bonus history, etc.?
• Could you please specify which bonus you activated and played?
• Could you please list which documents you have already provided to the casino and in which format?
• Were any of the documents you provided accepted?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

-I can access my game account.

• Welcome bonus
• First I did the KYC verification and then they asked for a passport photo with a face and proof of address and mobile phone number. I sent everything in pdf format. Later they asked for another photo of the face and passport, which must also have the date on the paper.
• Everything was approved because my case was moved "forward"
• Everything in email

-Pääsen pelitililleni

• Tervetulobonus
• Ensimmäisenä tein KYC vahvistuksen ja sen jälkeen pyydettiin passikuvaa naaman kanssa ja osoitetodistus ja matkapuhelintodistus. Kaikki laitoin pdf muodossa. Myöhemmin pyydettiin uudestaan kuvaa naamasta ja passista, jossa pitää olla myös päivämäärä paperilla.
• Kaikki hyväksyttiin koska asiani siirrettiin "eteenpäin"
• Kaikki sähköpostissa

Thanks for the explanation.

If the issue persist please share the relevant correspondence between you and the casino with me via email.

I checked my inbox and spam folder; however, I haven't received any emails from you.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Yes indeed my account has been closed again and I had to submit the documents again to reopen it. I submitted the same documents as before, but this time they didn't accept the same documents and had to get updated versions of all of them. I sent them there and now we're waiting again.

I sent pictures to your email.

Thanks!

Joo tosiaan tilini on jälleen suljettu ja uudelleen avaamiseen jouduin laittaa taas dokumentit. Laitoin samat dokumentit kuin aikaisemmin, mutta tällä kertaa heille ei kelvannut samat dokumentit vaan kaikista piti saada päivitetyt versiot. Lähetin ne sinne ja nyt taas odotellaan.

Laitoin sähköpostiinne kuvia.

Kiitos!

Dear slowcamel5,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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

Dear slowcamel5,

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,

Barbora