The player from Chile had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved when the player confirmed that the withdrawal had been completed after providing the necessary documents for KYC verification, which had been missing. We marked the complaint as 'resolved' in our system after receiving this confirmation.
Novibet Casino - Player believes that their withdrawal has been delayed.
Amount: $672,000 CLP
Novibet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
15 hours ago
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3 days ago
Dear jehanfeer,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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3 days ago
Translation
I have not yet completed my KYC verification because I live at my family's house and although I help pay the bills, they do not appear in my name and I do not have
How to verify my address, however I have been able to withdraw without any problem before, however this time something is happening, the other times I have been able to withdraw even on holidays
Edited
Automatic translation:
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yesterday
Translation
Hello, I want to inform you that everything has been resolved, I was able to withdraw my money, only some documents were missing for verification.
Automatic translation:
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15 hours ago
Dear jehanfeer,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
