Novibet Casino MX - Η ανάληψη του παίκτη καθυστερεί.

I've tried to withdraw funds, but it just gets stuck in the "processing" stage. I contacted support, but they're slow to respond; they take up to an hour to reply to a single message. If I manage to disconnect or something, everything resets as if I'd never contacted them. I called Novibet and explained the situation, but they're asking for photos of the front and back of my card. I already explained that's impossible because it's a virtual card. Instead, I sent them bank statements and proof of payment for the purchase I made with them, but they still won't accept it.

He tratado de retirar y solamente se queda en proceso pero no pasa de ahí me comunico a soporte y no me atienden rápido duran hasta una hora en responderme un solo mensaje y si me llego a salir o algo todo se reinicia como si nunca los hubiese contactado, llame a novibet y les dije y me piden fotos del frente y reverso de mi tarjeta, pero ya les explique que eso es imposible porque la tarjeta es virtual, en su lugar les envié estados de cuenta y además el comprobante de pago de la compra qué hice con ellos y aun así no me la quieren aceptar

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which identity documents have you submitted to the casino for account verification so far?
• Have any of your documents been reviewed and approved by the casino's relevant department?
• Do you have any official document from your bank confirming that the virtual card you used to make deposits at this casino belongs to you?
• Has the casino specified why the bank statements and proof of payment documents you provided could not be accepted?

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

Best regards

Veronika

I've provided bank statements and proof of payment for the casino transaction, but they haven't responded. They've only accepted one payment, which is from a different card, but they tell me it can't proceed and that I need to verify the others. I send them, and now they're ignoring me.

He proporcionado estados de cuenta,comprobante del pago del movimiento hacia el casino y no me dan respuesta, solo me han aceptado uno que es de otra tarjeta, pero según me dicen que no puede proceder qué necesito verificar los demás y los envío y ya no me atienden

Am I posting the documents I sent to the casino through this channel?

Pongo por este medio los documentos que he enviado al casino?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JoseAguiar12,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika