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Dear Sir/Madam,

I am a customer from Chile and I have been trying to withdraw my funds from my Novibet account for almost two months, without success.

My account is fully verified (KYC completed). However, the support team keeps rejecting the document I provided to prove that my phone number belongs to me, claiming it is "not original" or "modified." I have sent several versions of the document, all directly issued by my service provider, and yet they continue to give contradictory responses — sometimes saying the document is invalid, other times confirming that my account is verified.

At this point, my account remains verified on their website, but my withdrawal request is still not processed, and I have received no clear explanation nor any estimated timeframe for resolution.

This situation has been ongoing for almost two months, and I believe my funds are being unjustifiably withheld. I am requesting formal assistance to compel Novibet to either process my withdrawal or provide a transparent, written justification for the delay.

I can provide all email exchanges, screenshots of the account verification status, and proof of the original documents I submitted.

Thank you for your attention and for helping to ensure fair treatment for players under the Malta Gaming Authority’s license.

The image is about the last retirement, previous one has been cancelled.

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.

Dear Enri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that the only issue is your phone number statement, please?
• Could you please provide the exact date of your initial verification request?
• Have you accumulated your funds with the help of bonus, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

• Yes, the only missing document is the one related to my phone number. It has been rejected twice, with Novibet claiming it is "modified," even though I downloaded it directly from my mobile service provider’s website without any changes.
• My first withdrawal request was submitted on July 28th, 2025. However, since October 14th, Novibet has been repeatedly asking me for a document that proves ownership of my phone number. I have sent this document several times, always downloaded directly from my mobile service provider’s official website, without any modifications. Despite that, Novibet keeps rejecting it, claiming it is "not original" or "modified."
• Regarding the bonus, yes — I did have a welcome bonus, but I completed the rollover requirement a long time ago, and there should be no restrictions on withdrawals anymore.

Novibet contacted me and completed a verification phone call with me on November 5th. After the call, I received no follow-up or confirmation.

Today they cancelled my withdrawal again and requested the same document I have already submitted multiple times in its original PDF format from my mobile provider.

This is the only document they keep asking for, even though my account shows as fully verified. The process keeps restarting without justification, and I still have no clear explanation or progress.

Dear EnriqueAhumada,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please provide the screenshots from your previous response again, as they were blurry and difficult to read.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear EnriqueAhumada,

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,
Katarina
Casino.Guru