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Casino does not make payment of amount in 3 months. Give the same excuse technical failure, I did all the steps that they have made me do for these months, but edtl is an abuse, they don't really want to pay, in all the other casinos I have never had problems. In my opinion this is a fraud.

Casino no realiza pago de monto en 3 meses. Da la misma excuss fallo técnico, realice todos los pasos que me han hecho hacer por estos meses, pero edtl es un abuso, en realidad no quieren pagar, en todos los otros casinos jamas he tenido problemas. A mi parecer este es un fraude.

Hello nachoucc1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Novibet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

I verified 2 months ago, the first month the problems were for that reason until I was able to do it, then they started with technical problems, they have made me do endless procedures every day and they always cancel, my banks have no problems because I receive deposits from about 3 casinos normally.

I played without bonuses with real money, and I contacted them for the last time yesterday, where they told me that they did not know anything, and that they refer me to payments, they tell me that they cannot give me any email or contact to see it with them, so wait. On the other hand, their efforts are so horrendous that their executives often tell you that it was solved and now if you withdraw just to close the case in chat.

Greetings

Hola,

Me verifique hace 2 meses, el primer mes los problemas fueron por eso hasta q logre hacerlo, después comenzaron con problemas técnicos, me han hecho hacer un sin fin de gestiones todos los días y siempre cancelan, mis bancos no tienen problemas pues recibo depositos de unos 3 casinos con normalidad.

Jugue sin bonos con dinero real, y me contacte por última vez con ellos el día de ayer, donde me dijeron que no sabian nada, y que me derivan a pagos, me dicen que no pueden entregarme ningun correo o contacto para verlo con ellos, asi q esperara.Por otro lado sus gestiones son tan horrendas que sus ejecutivos muchas veces te dicen que se soluciono y ahora si retires solo para cerrar el caso en chat.

Saludos

Thank you nachoucc1 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello nachoucc1,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Novibet Casino to join the conversation and participate in the resolution of this complaint.

Dear Novibet Casino,

Can you please provide an update on the status of the player's withdrawal?

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear nachoucc1,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/products-services/alternative-dispute-resolution or complaints@ecogra.org ) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/ or support.mga@mga.org.mt).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas