Novibet Casino - Player’s account has been deactivated.

I have always used this account, and I've already verified my account and made several withdrawals from the platform, so it's not a problem with the documentation. However, for the past few days, several of my withdrawal requests have been denied. I've requested withdrawals, but the company refuses to process them. The withdrawals remain pending and never get completed. After numerous withdrawal attempts, on January 24, 2024, the company blocked my access to the site with the message: "Your account has been deactivated. Please contact our Customer Support!" I reached out to customer support through the live chat, I was informed that there had been several unsuccessful attempts to log into my account using the wrong password. As a solution, I was asked to send in a photograph of myself holding a piece of identification. I followed this process and submitted the required documentation, but I haven't received any feedback. When I tried to get back to them on chat, the automated bot replied with the same story about the password. The bot's reply was: "Do not worry! Your account was locked after incorrect attempts to enter your password for security reasons. I'm transferring your issue to a specialized colleague(lol) to assist you". When I managed to chat with the customer representative, Eduardo F., he merely stated, "Your account has been temporarily disabled by the appropriate department and is under detailed review for security reasons. You will be thoroughly notified of any developments regarding your case by the company. Until the resolution of your case, no account information can be provided. Please wait". And without providing any further information or assistance, he simply ended the chat hastily, as if I was worth nothing. The main problem is that there is a balance in the account. If it hadn't been for this, I would have just moved to a more reliable betting house. It feels like the company is simply usurping our money and blocking access to our accounts under the pretense of someone trying to hack them using invalid passwords. Despite having sent in the requested documentation, they still refuse to provide any updates or feedback. I would advise against using this casino - they show absolutely no regard for their customers.

Dear Renatasouzalr,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Novibet Casino.

Can you please advise if you tried logging into your casino account using an incorrect password?

Could you kindly specify when exactly you sent your identity documents for verification?

When was the last time you communicated with customer support and what was it about?

Regarding your suspended withdrawals, I must warn you that we will not be able to help you retrieve your winnings since you accumulated them from sports betting. Our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on investigations related to sports betting.

Looking forward to hearing from you soon.

Best regards

Veronika

Can you please advise if you tried to log in to your casino account using an incorrect password?

-I never got the password wrong;

Could you please specify when exactly you submitted your identity documents for verification?

The first time I sent it was Wednesday, Jan 24, 2024, 7:40 pm (8 days ago) and I sent it again on Wednesday, Jan 31, 2024, 8:12 pm (1 day ago);

When was the last time you communicated with customer support and what was it about?

Yesterday I called the website again, and the answer was the same, which they are analyzing;

My winnings were from casino bets

Thank you for your response. Could you please specify which documents you sent to the casino? Have any of your documents been approved yet?

To validate the account, I sent an identity document + proof of residence. They were accepted, I continued playing and withdrawing normally, last month they asked again for a selfie holding the ID, I sent it twice and every time I call in chat, the answer is that they are analyzing it! Yesterday, 02/06/2024, I called the chat again and the operator's response was the same!

Thank you very much, Renatasouzalr, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Renatasouzalr,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Novibet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify how long will it take to verify the player's account?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Renatasouzalr,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/products-services/alternative-dispute-resolution or complaints@ecogra.org ) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/ or support.mga@mga.org.mt).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Natalia