Novibet Casino - O jogador afirma que o seu pagamento foi atrasado.

I've made endless withdrawal requests, to no avail. They told me in the chat that the problem was my bank. I've tried different banking institutions with accounts in my name, but to no avail. It's impossible to believe it's my bank. I've verified everything, but I still haven't been able to.

To make deposits there is no problem with the bank but what about when withdrawing? It is exhausting to be sending emails or talking in the chat to solve a problem that is clearly not mine, as well as frustrating to think that novibet is not so safe or clear, in other betting houses I have not had any problem with withdrawals with my bank only with novibet, I have tried through Banco BCI, RIPLEY, BANCO ESTADO, BANCO CHILE, MACH, AND LASTLY SKRILL AND NOTHING, I have put new accounts that are not yet verified and they have not even asked me to verify the account before rejecting or sending an email that due to problems with the provider the payment could not be completed etc etc, in the chat I asked to verify a new account but they tell me that the system asks for it.

This whole process is exhausting. I didn't have any problems getting my deposit before, but now they've put a thousand obstacles in my way and no solutions or answers.

Support never knows anything, and emails go unanswered. In the end, you're left hanging.

He solicitado incansable solicitudes de retiro, sin exito, en el chat me informaron que el problema era mi banco, lo he intentado en distintas entidades bancarias cuentas a mi nombre y sin exito, es imposible creer que sea mi banco, tengo todo verificado y aun asi no he podido.

Para hacer depósitos no hay ningun problema con el banco pero si al retirar? Es desgastante estar enviando correos o hablar en el chat para que solucionen un problema que claramente no es mio, como tambien frustante pensar que novibet no sea tan seguro ni claro, en otras casa de apuestas no he tenido ningun problema en retiros con mi banco solo en novibet, he probado a traves de Banco BCI, RIPLEY, BANCO ESTADO, BANCO CHILE, MACH, Y ÚLTIMO SKRILL Y NADA, he puestos cuentas nuevas que aun no estan verificada y ni siquiera me han pedido verificar la cuenta antes de rechazar o enviar un correo que por problemas del proveedor no se pudo completar el pago etc etc, en el chat pedi que me verificaran una cuenta nueva pero me dicen que el sistema la pide.

es desgastante todo este proceso. Antes no tenia ningun problema para que me depositaran pero ahora me han puesto mil trabas y ninguna solucion ni respuesta.

Soporte nunca sabe nada, y enviar correos no responden. Al final te quedas en el aire.

Dear Pao198,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. 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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

The problem is not that it takes a long time, the problem is that I have everything verified, and it is not even in the payment process, the payment is rejected because according to them there is a problem with the payment provider, in the chat they told me that my bank was the problem and that I should go to the bank to solve it, but I have tried to withdraw from 5 different banks with accounts in my name and the same thing happens, I mean, do all banks have the problem????, I mean, to deposit there is no problem with the bank but when withdrawing, yes???? I find it disrespectful and not very transparent on the part of novibet, the little and bad information they give through chat because by email they do not respond at all. It is frustrating because you enter and trust a betting house and in the end it is not like that.

El problema no es que se demore, el problema es que yo tengo todo verificado, y nisiquiera esta en proceso de pago, se rechaza el pago por que según ellos hay un problema con el proveedor de pagos, en el chat me dijeron que mi banco era el problema que debia ir al banco a solucionarlo, pero he probado retirar en 5 bancos distintos con cuentas a mi nombre y pasa lo mismo, osea todos los bancos tienen el problema????, osea para depositar no hay problema con el banco pero al retirar si???? Encuentro una falta de respeto y poco transparente de parte de novibet, la poca y mala información que dan a traves de chat porque por correo no responden nada. Es frustante porque ingresas y confias en una casa de apuesta y al final no es así.

Dear Pao198,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

My problem is still not solved, novibet sent me an email requesting that I fill out a document which was the unlocking of the account on behalf of their payment provider, in addition to a photo where I had to appear with my identity card holding it and my face, which I sent 2 weeks ago, then they sent me an email saying that my account was active and ready to operate, I requested the withdrawal and again they sent me an email that due to problems with their provider the withdrawal is not made, and I am still waiting.

I insist again that I can deposit, there is no problem, but when it comes to withdrawing, they put every possible obstacle in my way so I can't make the withdrawal.

Aun no se soluciona mi problema, novibet me envio un correo solicitando que rellene un documento el cual era el desbloqueo de la cuenta por encargo de su proveedor de pagos, ademas de una foto en donde tenia que salir con mi cedula de identidad sosteniendola y mi cara, lo cual envié hace 2 semanas, luego me enviaron un correo diciendo que mi cuenta estaba activa y lista para operar, solicité el retiro y nuevamente me envian un correo que por problemas de su proveedor no se hace el retiro, y aun estoy a la espera.

Vuelvo a insistir para depositar no hay problema pero para retirar me ponen todas las trabas posible pada no hacer el retiro.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Has the casino asked you for any more verification documents, or are they not requesting anything else from you now?

Did they give you any information about whether this issue is going to be resolved, or any indication of when it might be fixed?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear Pao198,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru