They don't want to pay me, it's been a week since my withdrawal is pending and they always tell me to wait, even though the deadline is 24 hours, and I never hear back from them

Eles n?o querem me pagar, já está 1 semana que meu saque está pendente e eles sempre falam pra aguardar, sendo que o prazo é de 24 horas, e nunca recebo retorno

Dear Dnn333,

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

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,

Tomas

Dear Dnn333,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Dnn333. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from Dnn333:

"Olá, me desculpa a demora! Mais a novibet me bloqueou com esse saque pendente. E n?o me deram respostas de mais nada"

Please, let me ask some additional questions:

• How long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your winnings? (slots, live games, betting on sport)
• Did you achieve your current balance with the help of bonuses? 

I was a player for more than 7 months,

I received an email that my account was deactivated and I went to check and there is still my pending withdrawal of 550 there

My winnings were from sports betting

I didn't use any bonus to increase my earnings, it was just my money

Era jogador a mais de 7 meses,

Recebi um e-mail que minha conta foi desativada e fui lá conferir e está mesmo com o meu saque pendente de 550 lá

Meus ganhos foi de aposta esportivas

N?o utilizei b?nus nenhum para aumentar meus ganhos foi somente meu dinheiro

Thank you for your reply, Dnn333.

I would like to emphasize that our forum www.kpvfaw.com 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 this kind of issue if you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

My profits were based on their casino slots too, I made my profits on both markets.

Meus lucros foram baseados nos slots do cassino deles também, eu fazia meus lucros em ambos os mercados.

Your winnings of R$550 came from casino play, as well as sports betting?

Sim.

Thank you very much, Dnn333, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([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, Dnn333!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

We have decided to set the timer for 7 more days, as it seems like we are beginning to establish the contact with the casino.

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) 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/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K