The player from Ireland had experienced difficulties in verifying his home address, which had prevented him from withdrawing his winnings from the online casino. Despite having submitted three different documents as proof, none had been accepted. However, the issue was eventually resolved, and the player had been able to access his winnings. Consequently, we had marked this complaint as 'resolved' in our system.
Novibet Casino IE - Player’s withdrawal has been delayed due to verification issues.
Amount: €500
Novibet Casino IE
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
It’s about my withdrawal the won’t verify I send in my proof of address in like I do all other casino never no problem withdrawal with my letter of proof of address
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2 months ago
Dear Garrett69,
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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
If there's any relevant communication you can forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 months ago
Yea just home address ive send in 3 letters none has worked I never had this problem with other casino
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2 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Garrett69, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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