The player from Brazil had experienced difficulties in withdrawing his winnings of over R$14,000 from Novibet. After a delay in the withdrawal process and repeated requests for additional documents, his account had been deactivated without explanation and locked for six months without resolution, despite multiple attempts at communication. We had extended the timer for the player to respond, however, he failed to provide further details or respond to our inquiries. As a result, we were unable to investigate further and had to reject the complaint.
Novibet Casino BR - Player's account has been deactivated, and the withdrawal delayed.
Amount: 14,250 R$
Novibet Casino BR
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.8
Novibet Casino BR has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
I'm writing this message driven by my frustration and dissatisfaction that I have been experiencing in the past six months with the service provided by Novibet. My experience, which should have been marked by enjoyment and trust, has turned into a nightmare due to lack of support and transparency.
When I created my account with Novibet, I thought I was choosing a reliable platform for my betting activities. I won some and lost some, which is the usual course for any bettor. However, my nightmare began when I decided to make my first withdrawal after a week of successful games. I chose to withdraw some of my winnings, leaving the rest to continue the fun. However, I encountered an unjustifiable delay in the withdrawal process, even though my account was duly validated.
When I tried to continue playing using the remaining balance, I was surprised to find that my account was blocked from placing new bets. After contacting support, I was asked to send an additional photo holding my document, which I promptly did. Since then, my situation has only worsened as I can no longer access my account. The message displayed is simply alarming: "Your account is deactivated..".
My efforts to get information and to resolve this standstill have been frustrating. The standardized responses received via chat and email provide no insight into the current status of my case. The claim that the "account is under review" has gone on for six months, without any sign of progress. The feeling of having over R$14,000 withheld without proper support and clear communication is simply overwhelming.
This incident raises fundamental questions about Novibet's reliability and commitment to its customers. How can an account verification extend over six months without substantial progress? The lack of information about the "responsible department" and the absence of guidance on how to contribute to solving the problem only increases my discomfort and distrust.
This is not just a complaint, but a warning to other bettors who, like me, have placed trust and resources into this platform. The negligence demonstrated so far is unacceptable!
NOTE: I contact them monthly by email and always receive the same standard message that my case is being reviewed by the responsible department and that I should await their response.
Automatic translation:
Public
Public
6 months ago
Dear rubenssantos762,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.
Could you please advise which of your identity documents have not yet been approved by the casino?
Has your account been deactivated after you sent the casino a selfie with your ID?
Could you please specify what types of games you played? Were they slots, live casino games, or did you participate only in sports betting?
When was the last time you communicated with the casino regarding the problem with your verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
