The player from Greece had turned a 200 euros deposit and bonus at Novibet into 10,000 euros but faced multiple document requests when attempting to withdraw. After providing all requested documents, the player's account was locked for security reasons when she tried to withdraw 700 euros. She then couldn't log in. We attempted to contact the casino multiple times but received no response. Consequently, the complaint was marked as 'unresolved,' and the player was advised to contact eCOGRA and the Malta Gaming Authority for further assistance.
Novibet Casino - Player’s account was blocked after big win.
Black points: 331
Amount: €10,000
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.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Translation
I created an account at Novibet, which they fully verified. I deposited 200 euros and received a deposit bonus for betting. I played at the casino and turned it into 10,000 euros. I also completed the betting turnover requirements and proceeded to make a withdrawal. They started requesting a myriad of documents, which I provided. They continued to request proof of residence, even though they had already verified it. The final straw was when I attempted to withdraw 700 euros—they locked my account for security reasons. I can't even log in anymore.
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2 months ago
Dear Konrapt,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify if your proof of residence was approved by the casino in verification?
Have all your other identity documents been successfully verified as well?
Could you kindly send me the link or the screenshot of the bonus you activated?
Have you received any email from the casino after your account was locked?
When was the last time you communicated with customer support and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Thank you for your reply. Could you please specify what types of games did you play? Were they slots, live casino games, or did you participate only in sports betting?
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2 months ago
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It was live roulette, and sports betting please. Nothing else.
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2 months ago
Translation
they just sent me this email saying that i was playing "contrary" in roulette, which i can't figure out how to do
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2 months ago
Thank you very much, Konrapt, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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2 months ago
Thank you very much for your help. Do I need to do anything else or do I wait for a response from your colleague?
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2 months ago
Hi Konrapt,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Novibet Casino to the conversation to participate in the resolution of this complaint.
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2 months ago
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.
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1 month ago
Hi Konrapt,
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 (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://casino.guru/licensing-authorities/malta-license). Please inform us about the ADR's and/or the MGA's decision. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
