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Subject: Formal complaint against Novibet - Withdrawals systematically cancelled due to technical failures of their payment provider

Problem description:

Dear Casino Guru Team,

I am filing this formal complaint against the operator Novibet due to the systematic and repeated cancellation of my withdrawal requests, which I am prevented from completing under the excuse of "technical problems with their payment provider".

I currently have a total balance of $152,049.04 CLP held on the platform, resulting from a recent withdrawal (transaction ID: 309540621) that failed automatically and left the funds blocked/pending until their recent return to my account.

This problem is not an isolated incident. I have been trying to withdraw my funds successfully for months, experiencing consecutive automatic cancellations since May and June of 2026, as confirmed by emails Novibet's own support team acknowledging their internal technical failures with the payment provider.

Furthermore, I have previously attempted to manage this case through formal and independent channels such as eCOGRA (Case REF: 387D00F6-B3F6-4187-ABDE-79453A553E02), without obtaining a definitive solution from the company.

To support my claim, I have attached the following key evidence:

Screenshot of my current balance at Novibet ($152,049.04 CLP).

Capture of the recent failed transaction (ID 309540621).

Novibet support emails (both old and the one received today) where they admit in writing that the cancellations occur due to failures of their payment system and not for reasons attributable to my bank account.

Transaction history from another platform (Betano), which shows that my bank account operates and receives transfers in a completely normal and successful manner.

Capture of the history of dispute emails sent during these months and the record of the case opened with eCOGRA.

I request Casino Guru's mediation so that Novibet allows me to withdraw all of my funds manually or guarantees the correct functioning of its payment gateway, since I have complied with all the platform's regulations without receiving the promised payment service.

Thank you in advance for your help and assistance.

Sincerely,

Nicholas

Asunto: Reclamo formal contra Novibet - Retiros cancelados sistemáticamente por fallos técnicos de su proveedor de pagos

​Descripción del problema:

​Estimado equipo de Casino Guru,

​Presento esta queja formal contra el operador Novibet debido a la cancelación sistemática y reiterada de mis solicitudes de retiro, las cuales se me impiden concretar bajo la excusa de "problemas técnicos con su proveedor de pagos".

​Actualmente tengo un saldo total de $152.049,04 CLP retenido en la plataforma, producto de un retiro reciente (ID de transacción: 309540621) que falló de manera automática y dejó los fondos bloqueados/pendientes hasta su reciente reingreso a mi cuenta.

​Este inconveniente no es un caso aislado de hoy. Llevo meses intentando retirar mis fondos con éxito, sufriendo cancelaciones automáticas consecutivas desde mayo y junio de 2026, tal como lo constatan los correos que el propio soporte de Novibet me ha enviado reconociendo sus fallos técnicos internos en el proveedor de pagos.

​Asimismo, he intentado gestionar este caso previamente a través de canales formales e independientes como eCOGRA (Caso REF: 387D00F6-B3F6-4187-ABDE-79453A553E02), sin obtener una solución definitiva por parte de la empresa.

​Para respaldar mi reclamo, adjunto las siguientes pruebas clave:

​Captura de mi saldo actual en Novibet ($152.049,04 CLP).

​Captura de la transacción fallida reciente (ID 309540621).

​Correos de soporte de Novibet (tanto antiguos como el recibido hoy) donde admiten por escrito que las cancelaciones ocurren por fallos de su sistema de pagos y no por motivos achacables a mi cuenta bancaria.

​Historial de transacciones de otra plataforma (Betano), donde se comprueba que mi cuenta bancaria opera y recibe transferencias de forma completamente normal y exitosa.

​Captura del historial de correos de disputa enviados durante estos meses y el registro del caso abierto con eCOGRA.

​Solicito la mediación de Casino Guru para que Novibet me permita retirar la totalidad de mis fondos de manera manual o garantice el funcionamiento correcto de su pasarela de pago, ya que he cumplido con todas las normativas de la plataforma sin recibir el servicio de pago prometido.

​De antemano, muchas gracias por su ayuda y gestión.

​Atentamente,

Nicolás

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Dear Nickoo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we have received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of the many cases submitted, the casino decided to take a no-reaction policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be to wait for your money and not have any feedback about when you’ll receive it, and I also genuinely hope that your winnings will be sent to you eventually.

• Could you please confirm your account is otherwise accessible and verified?

Thank you in advance for your cooperation and reply.

Best regards,

Tomas

​Thank you for your follow-up.

​To answer your question, yes, I still have full access to my Novibet account and my profile is completely verified, as shown in the attached screenshots.

​I would also like to point out that the casino often clears the history of pending or rejected withdrawal requests, which makes it difficult to keep a record of these issues within the platform. That is why I am providing these images of my current balance and my verified status as evidence of the situation.

​I appreciate your help and I am waiting for any updates."

Dear Nickoo,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed under the "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, it seems to be a common practice at Novibet Casino to completely ignore us in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at this link. The Gaming Authority has more options and tools to assist players. Make sure to go through the casino's dispute process first here: https://cl.novibet.com/info/tnc (point 11: disputes)

You can find more information on how to properly submit a complaint to the regulator in this article.

The casino can reopen this complaint at any time.