I've been trying for some time to make a withdrawal. I asked if further verification of my account was needed, and the answer via email and live chat was no - my personal and bank documents were approved and validated.

I've queried why my withdrawal requests are being rejected, to which they simply don't respond and disconnect from the chat.

I thought perhaps it was due to the high value of the withdrawal, but I tried with $10,000 CLP, $50,000 CLP, $100,000 CLP up to 2,000,000 CLP and it was always the same. All rejected.

I also asked via email the reason for my rejections, and to this day remain without answers.

I have been respectful, and they just disconnect from the chat without giving any reason. They say they would notify me of the problem by email but it's always the same story.

The situation is extremely frustrating and agitating. The psychological and moral damage is increasing day by day. I researched how secure the website was before betting, but it turns out that they don't comply with their own rules and policies.

I would greatly appreciate your help, as the amount is not insignificant and, additionally, we are paying for the service.

I'll be waiting, Kind regards.

Llevó bastante tiempo tratando de realizar retiro. Pregunte si necesitaba más verificaciones de mi cuenta, la respuesta por vía correo y chat en línea fue que no, que todos mi documentos personales y bancarios estaban aprobados y validados.

He preguntado porque me rechazan la solicitud de mis retiros, a lo que no me responden y se desconectan del chat.

Pensé que quizás era por el valor alto del retiro, pero intente con $10.000 CLP $50.000 CLP $100.000 CLP hasta 2.000.000 CLP y siempre fue lo mismo. Todas rechazadas

Por vía correo electrónico pregunte también el motivo de mis rechazos, y hasta el día de hoy sigo sin respuestas.

No he faltado el respeto y ellos solo se desconectan del chat sin dar motivo algunos, que por correo me notificaran la falla de esta. Pero siempre es lo mismo.

Es algo frustrante la situación y super molesta. El da?o psicológico y moral sube cada día más. Ya que antes de apostar investigue que tan segura era la página, pero resulta que no cumplen con sus propias normas y políticas.

Agradecería mucho de su ayuda, ya que el valor no es insignificante y además, uno está pagando por el servicio.

Estaré atento, Saludos cordiales.

Dear christiancdcy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal/transaction history here in this thread?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Kristina,

Thank you very much for responding to my request.

I tell you; I have never had a successful withdrawal, I have all been rejected.

My winnings were not due to any bonuses. I have never activated the bonuses. They were profit with my own money recharged to my account.

I will attach a selection of captures that I took weeks ago.

May you be well, greetings!

Postscript. It only lets me load some images, not all.

Querida Kristina.

Muchas gracias por atender mi solicitud.

Te comento; nunca he tenido un retiro con éxito, todos me han salido rechazado.

Mis ganancias no fueron debido a ningún bono. Nunca he activado los bonos. Fueron ganancia con mi dinero propio recargado a mi cuenta.

Le adjuntare una selección de capturas que hice hace semanas atrás.

Que te encuentres bien, saludos!

Posdata. Solo me deja cargar algunas imágenes, no todas.

Thank you very much, christiancdcy, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello christiancdcy,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Novibet Casino representative to join this conversation and participate in resolving this complaint.

Dear Novibet Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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.

Hello Stefan!

I hope you are well, I will be attentive to the answers.

Thanks for your managemet.

Hola Stefan!

Espero que te encuentres bien, estaré atento a las respuestas.

Muchas gracias por su gestión.

Hello Stefan!

Due to the lack of response from the casino, I once again reloaded with the minimum amount to enable a bank account. This time I have associated the mach account, where they tell me that the account has been successfully verified again, but the withdrawals are still being rejected.

This is already very frustrating and mentally damaging, I don't know what I can do.

Greetings!

Hola Stefan!

Debido a la nula respuesta por parte del casino, es que nuevamente volví a recargar con la mínima para habilitar una cuenta bancaria. Esta vez he asociado la cuenta mach, donde me indican que nuevamente la cuenta ha sido verificada con éxito, pero aun siguen saliendo rechazados los retiros.

Esto ya es muy frustrante y un da?o mental, ya no sé que puedo hacer.

Saludos!

Dear christiancdcy,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA ([email protected]).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kind regards,

Stefan