Novibet Casino - プレイヤーの撤退が遅れています。

I opened my account in March 2025 and deposited a total of €4,000. After placing bets, I won €8,200. I made my first withdrawal request on March 24th, but since then, my withdrawals have been repeatedly cancelled, each time citing different reasons.

I have submitted all the documents you requested, including:

Passport and ID verification

Selfie with ID and current date

Phone number verification (via call, although the number is prepaid)

Despite complying with every request, my most recent withdrawal was pending for over 2.5 weeks and then cancelled without any explanation. Live chat was unable to provide a reason, and although email responses have been prompt, the issue remains unresolved.

I am now formally requesting that my withdrawal be processed immediately and that my account be returned to normal status without further delays.

Dear JesseA,

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.

• Do you currently have any pending withdrawals?
• Could you please advise if you received any confirmation regarding successful verification?
• Did you accumulate 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

It is worth 12,200 euros.

I received an email a while ago stating that my account was verified, then the withdrawal that had been pending for several weeks was canceled and they started asking for various documents. For example, a passport and a selfie, then a driver's license, then a selfie, then a photo of the driver's license, and every time I get the previous one approved, they ask the same thing again.

I collected the winnings without a bonus

On 12200 euron edestä

Sain aikoja sitten sähköpostin jossa todettiin tilini olevan varmistettu, sen jälkeen usean viikon nostossa ollut kotiutus peruttiin ja alettiin pyytämään erillaisia dokumentteja. Esim passi ja selfie sen jälkeen ajokortti ja selfie sen jälkeen ajokortista kuva ja aina kun saan edellisen hyväksyttyä he kysyvät uudestaan samaa.

Keräsin voitot ilman bonusta

Thank you very much for your reply, JesseA. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear JesseA,

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,
Kristina
Casino.Guru