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Subject: Complaint against Novibet regarding withdrawal rejection and loss of funds

To the Casino Guru team,

I would like to file a complaint against Novibet regarding a recent issue with my withdrawals.

I opened my account in March and, since then, I have successfully made withdrawals totaling approximately €7,000 using my registered card. My account is fully verified (KYC completed), and I have never had any issues before.

Recently, I won €2,200 and attempted to withdraw the funds to the same card I have always used. However, the casino rejected the withdrawal, claiming there was an issue with my card — even though it is the same verified card that was used for all my previous successful transactions.

Due to the frustration caused by this unjustified delay and the rejection of my withdrawal, I ended up playing back and losing the entire amount of €2,200.

I believe the casino used the card issue as an excuse to delay the payment, despite my account being fully verified. I am seeking your assistance in reviewing this case.

Thank you in advance for your help.

Best regards,

Important notice:

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Dear Georgios4,

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

Dear Georgios4,

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.

No, it wasn't resolved and they took 99 euros from my bank after they closed me out.

Όχι δεν επιλύθηκε και τράβηξαν κ 99 ευρώ από τη τράπεζα μου αφού με κλεισανε

Dear Georgios4, thank you for your response. 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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Georgios4,

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.

I have made withdrawals on my card of 7,000 so far I was negative 300 euros in the account I just won 2,200 and went plus they took 3 days to answer me and after they canceled my withdrawals and returned the money with the excuse that they can't and it's the bank's problem I called the bank and they told me that they from iBibet didn't put it in. I want the 2,200 I have sent you an email with conversations they asked for my IBAN I gave it and they took 7 days and they hadn't approved it

Έχω κάνει αναληψεις στην κάρτα μου ύψους 7.000 μέχρι τώρα ήμουν αρνητικός 300ευρω στο λογαριασμό μόλις κέρδισα 2 200 και πήγα συν κάνανε 3 μέρες να μου απαντήσουν και αφού μου ακύρωσαν τις αναλήψεις και επέστρεψαν τα χρήματα με την δικαιολογία πως δεν μπορούν ν και είναι πρόβλημα της τράπεζας πήρα την τράπεζα και μου είπαν αυτοί από ιβιμπετ δεν τα βάλανε.εγω ζητώ τα 2.200 σας έχω στείλει κ email με συνομιλίες μου ζήτησαν iban το έδωσα και κανανε 7 μέρες και δεν το είχαν εγκρινει

Dear Georgios4,

Thank you for your email and for the additional information provided.

Could you please clarify whether there are currently any funds left in your casino account that can still be withdrawn?

Additionally, I would like to kindly ask you to answer my previous questions, as this information is important for us to fully understand the situation.

Lastly, could you please explain whether you tried to request a new withdrawal using a different payment method after the casino cancelled your previous withdrawal request?

Thank you in advance for your cooperation.

Karla

Dear Georgios4,

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,
Karla
Casino.Guru