The player from Mexico is experiencing difficulties withdrawing her winnings due to incomplete verification. The player indicated the issue was solved.
Novibet Casino MX - Player is struggling with withdrawal of her winnings.
Amount: Mex$5,000
Novibet Casino MX
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.
7.9
Novibet Casino MX has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
The verification of my documents take Soo long as usual and don't let me widraw my money
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1 year ago
Dear Yoyiswinbig,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Tomas
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1 year ago
Translation
I sent my documents more than a week ago, I sent proof of address, account statement of the card that I use to play online and a photograph of my card as requested in the email that was sent to me
Automatic translation:
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1 year ago
Translation
I want to thank casino.guru for posting my case but I have decided to just keep playing until my novibet balance runs out and then close my account at that casino, my decision is because they keep sending me emails asking me for pictures of my documents and in my account I am still in a waiting line for verification, I think that they do this precisely so that I do not pay the bonuses that they offer to play in their casino
Automatic translation:
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1 year ago
Dear Yoyiswinbig,
Do I understand correctly you don't wish for our assistance with this issue? May we close the complaint?
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1 year ago
Dear Yoyiswinbig,
I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
