Novibet Casino BR - Player’s deposit has not been credited.

I deposited 50 reais at Novibet, the PIX payment was debited from my account, and I have a deposit receipt, but they haven't credited my balance

The casino doesn't give me any sense of security and is not resolving my issue

I would like my money back

Dear Jackanrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Good morning Petronela

After much discussion with the casino they credited 50 reais to my account, of which I bet and ended up with 48

I asked to close my account and withdraw the remaining funds, I didn't want to have any more headaches with them, in the end they just closed my account and are asking for a copy of my documents to release the withdrawal of the remaining 48 reais

This doesn't make sense for two reasons

The casino's terms and conditions say that withdrawals below 10000 can be released without documents

And my account has been closed, there is no point asking me for documents to validate the account

What can I do?

Hi Jackanrick,

Please understand that some casinos require account verification before releasing funds and before they close the account permanently, as you requested, they need to verify your identity to prevent any future reopening.

I suggest cooperating with the casino and providing the requested documents. Please keep me updated on any developments.

Thank you.

Okay, I'll take it up with them! Thanks

Hello Jackanrick,

Have there been any developments since our last conversation, please? 

Hello petronela

We have not progressed as my document is not being accepted

I believe you can close the complaint!

Thanks

Hi Jackanrick,

If you prefer to close the complaint and discontinue our assistance, I completely understand. However, if there are still funds being withheld by the casino, please know that we remain available to assist you. Please let me know.

Thank you.

Dear Jackanrick,

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.

Good afternoon

Please close the complaint

Grateful!

We have closed the complaint at the explicit request of the player.

Thank you.