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
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
10 months ago
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11 months ago
The verification of my documents take Soo long as usual and don't let me widraw my money
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11 months 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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11 months 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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11 months 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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11 months 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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11 months ago
My problem I all ready fixed want to thank you for listening my complain
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10 months 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
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