Novibet Casino DE - A retirada do jogador foi adiada.

After I had successfully implemented the free bonus (120 euros real money resulted) I made a deposit of 10 euros (Mastercard debit).

After I tried unsuccessfully to pay out on the same Mastercard, I was repeatedly asked to submit documents regarding the Konios. (I was already verified) In addition, I should use "Trustly" as the payment method. After days of email correspondence, the payment was approved on January 20th. However, until today (it should take 1-3 days, experience has shown that the money has usually already arrived on the next working day) I have not received any money. When I asked my bank, there were no new findings either. In the chat I was just put off, the money would reach me in 2 days at the latest. However, this statement seemed to me as if they just wanted to turn me off.

Habe, nachdem ich den kostenlosen Bonus erfolgreich umgesetzt hatte, (120 Euro Echtgeld ergaben sich) eine Einzahlung in Höhe von 10 € getätigt (Mastercard-Debit) .

Nachdem ich erfolglos versuchte auf selbige Mastercard auszuzahlen, wurde ich immer wieder dazu aufgefordert Dokumente bzgl. des Konios einzureichen. (verifiziert war ich bereits) Außerdem sollte ich als Auszahlungsmethode "Trustly" verwenden. Nach tagelangem Email-Schriftverkehr wurde am 20.01.die Auszahlung genehmigt. Allerdings ist bis heute (dauern sollte es 1-3Tage, erfahrungsgemäß ist das Geld am nächsten Werktag normalerweise bereits eingetroffen) kein Geld bei mir angekommen. Auch auf Nachfrage bei meiner Bank ergaben sich keine neuen Erkenntnisse. Im Chat wurde ich gerade ebend noch vertröstet, das Geld würde spätestens in 2 Tagen bei mir eintreffen. Allerdings wirkte diese Aussage auf mich so als wollte man mich einfach nur abwiegeln.

Dear JennyBambi90,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the payment has been sent but didn’t reach you yet?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi there,

I was clearly assured by the support that the money will be in the account after three days at the latest (which is also completely common, have not had a payout that would have taken longer than 2 days, usually it was even faster.

Since the verification process for my bank account (although I had made a deposit into the casino) has already taken a long time (for about a week, several documents were requested per day, from 2 different bank accounts, I had paid in via Mastercard) , I just have the suspicion that this is just a delaying tactic by Novibet.

I've had to verify myself a number of times, but I've really never seen theater like this before.

But okay, I'll wait another week and then get back to you at the latest.

Hallo,

mir wurde eindeutig vom Support versichert dass das Geld nach spätestens drei Tagen auf dem Konto ist(was auch völlig üblich ist, hab bisher keine Auszahlung gehabt die länger als 2 Tage gebraucht hätte, meist ging es sogar schneller.

Da sich der Verifizierungsprozess für mein Bankkonto (obwohl ich ja eine Einzahlung ins Casino getätigt hatte) auch schon sehr in die Länge gezogen hat (ca. eine Woche lang wurden mehrere Dokumente pro Tag angefordert, von 2 verschiedenen Bankkonten, eingezahlt hatte ich per Mastercard), habe ich nur leider den Verdacht dass das einfach nur Hinhaltetaktik von Novibet ist.

Hab mich schon etliche Male verifizieren müssen aber so Theater hab ich wirklich noch nie erlebt.

Aber okay, ich werde noch eine weitere Woche abwarten und mich spätestens dann nochmal melden.

I fully understand your frustration, JennyBambi90. I will set the timer for additional 5 days and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thank you very much first of all 👍

Vielen Dank euch erst einmal 👍

No worries, JennyBambi90. Two more days to go 🙂

The money has still not been received. It cannot be found in the account either. Haven't heard from Novibet since last Wednesday when I contacted the live chat. Thanks for your support.

Das Geld ist nach wie vor nicht eingegangen. Im Account ist es ebenfalls nicht vorzufinden. Habe seit letzten Mittwoch, als ich den Livechat kontaktierte, auch nichts mehr von Novibet gehört. Vielen Dank für eure Unterstützung.

Thank you very much, JennyBambi90, for getting back to us. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Hi Patrick,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Novibet Casino DE to the conversation to participate in the resolution of this complaint.

Hi JennyBambi90,

We apologies for any inconvenience may occurred due to delay.

Unfortunately sometimes due to banking transfers and payments providers/procedures can be possible, however i do believe our CS team sent you guidance regarding your open case in order to proceed.

Best regards

The problem got solved. I sent bank statements to Novibet again on Friday. And after the transfer was confirmed on Saturday, I received the money half an hour ago.

Many thanks to Casino-Guru for the support!

Das Problem wurde gelöst. Habe am Freitag nochmals Kontoauszüge an Novibet geschickt. Und nachdem mir am Samstag die Überweisung bestätigt wurde traf das Geld vor einer halben Stunde bei mir ein.

Vielen Dank an Casino-Guru für die Unterstützung!

Hi Patrick,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter