The player from Mexico had made two significant withdrawals on December 6, 2023, which had not been processed within the typical 30-minute timeframe. The player had cancelled these withdrawals and initiated new ones in an attempt to rectify the delay, but they remained in the same status. After verifying his phone number and providing a selfie with his ID, the player had received his withdrawal. Despite the initial delay, the issue had been resolved and the player had received his winnings. We had closed the complaint as 'resolved' in our system.
Novibet Casino MX - Player's large withdrawals are delayed.
Amount: Mex$16,299
Novibet Casino MX
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Hello, I hope you can assist me, please. On December 6, 2023, I made two withdrawals, one for $1500 and another for $12370. Normally, I had made other smaller withdrawals that were reflected in my bank account within a 30-minute timeframe, but it didn't happen this time, as three days have passed and my withdrawal hasn't been processed. I made the withdrawal via SPEI, which means that once they process the request, the money should arrive in my bank account within minutes, but I'm still waiting. Another key point is that recently I cancelled both withdrawals and initiated another two, one for $15000 and one for $1299, in an attempt to rectify the delay, thinking perhaps it hadn't been processed correctly. Nevertheless, it remains in the same status.
Automatic translation:
Public
Public
4 months ago
Dear Luisg,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
4 months ago
Translation
Hello, thank you for your prompt response, in this case I already received my withdrawal but they asked me to confirm that the phone number belonged to me and also a selfie with my ID and just yesterday my withdrawal ended, I don't know why they do this if it was already verified I had even sent them a bank statement, at least I was lucky and I already have my money, thank you very much for your help, I appreciate your attention and I hope not to have a similar situation as it is in the future with some other casino, after this drink bitter I think I'll change casino
Edited
Automatic translation:
Public
Public
4 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Luisg, 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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