Novibet Casino - Nalog igrača je zatvoren zbog problema sa verifikacijom.

Hi,

The KYC process went smoothly until I had to verify my phone number. I have a prepaid subscription and because of this I have not been able to get a document to verify my phone number. For this reason, we agreed with the casino that they would call me to confirm the number I registered.

The problems started here.

Short background: When I registered for the casino, I didn't use the +358 prefix in my number, because I remember it was already there. Setting the phone number didn't work without the first zero (the zero should be left out when the number starts with +358 ) so of course I put that zero in there. I got a confirmation message that the number was ok and that's how I registered for the casino.

To date: The casino claims they tried to contact me but couldn't get through to me. I haven't actually received any calls on my phone. I've had email conversations with them many times and they just keep asking over and over again with an automated bot message saying let me know when you're available and we'll call you.

When I tried to call the number they gave me, the call was terminated with an automated message that no registered user was found for the phone number. I then started a new email thread with support and it turned out that my number actually starts with +358 0 xxxxxx in their system, so it's no wonder it doesn't work because there's an error.

I have informed them about this by email and chat, that they should correct the number correctly so that we can make a confirmation call, but the messages go to waste. The same automated message just comes, saying that you should let us know when you are available and we will call you. They cannot call because there is an error in the number.

And of course my account is deactivated so I can't even change anything. The phone number was originally registered under their system terms (+358 xxxxxx didn't work, I had to put +358 0 xxxxxxx) and of course it doesn't work now.

I won that amount 5 months ago and this matter is not progressing anywhere. I would be grateful if we could settle the matter and move forward.

This has been repeated:

Additionally, since you have a prepaid phone, we will need to perform a phone call verification instead of providing us with a proof of mobile.

Please indicate your availability as a reply to the current email thread, and a representative will call you as soon as possible.

For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7!

Kind regards,

Novibet Support

Moi,

KYC toimenpiteet sujui ongelmitta kunnes piti puhelinnumero vahvistaa. Minulla on prepaid liittymä ja tämän takia en ole pystynyt saamaan dokumenttia, jolla voin vahvistaa puhelinnumeroni. Tästä syystä sovimme kasinon kanssa, että he soittavat minulle vahvistus soiton rekisteröimääni numeroon.

Ongelmat alkoivat tästä.

Lyhyt tausta: Rekisteröityessäni kasinolle en käyttänyt +358 alkua numerossani, koska se oli jo muistaakseni valmiina siinä pohjassa. Puhelinnumeron asettaminen ei käynyt ilman ensimmäistä nollaa (nolla pitäisi jättää pois kun numero alkaa +358 ) niin tietysti sen nollan sinne sitten laitoin. Sain vahvistusviestin, että numero on ok ja näin olin rekistöitynyt kasinolle.

Nykypäivään: Kasino väittää, että yrittivät ottaa minuun yhteyttä, mutta eivät saaneet minua kiinni. Puhelimeeni ei ole oikeasti tullut mitään soittoja. Olen käynyt sähköposti keskustelua heidän kanssaan monta kertaa ja he vain kysyvät uudelleen ja uudelleen automaatti botti viestillä, että ilmoita milloin olet tavoitettavissa niin soitamme sinulle.

Kun yritin itse soittaa heidän antamaansa numeroon niin puhelu pysäytettiin automaattiviestillä, että puhelinnumerolla ei löydy rekisteröityä käyttäjää. Tästä sitten kävin uuden sähköpostiketjun tuen kanssa ja sieltä kävi ilmi, että tosiaan numeroni on heidän järjestelmässään +358 0 xxxxxx alkuinen eli ei ihmekkään, että se ei toimi, koska siinä on virhe.

Tästä olen heille ilmoittanut sähköpostilla ja chatin kautta, että korjaavat numeron oikein niin saamme varmistus puhelun tehtyä, mutta viestit menevät kankkulan kaivoon. Samaa automaatti viestiä vain tulee, että ilmoita milloin olet tavoitettavissa niin soitamme. Eivät he voi soittaa, koska numerossa on virhe.

Ja käyttäjätilini on tietysti deaktivoitu niin en pääse edes muuttamaan mitään. Puhelinnumero on rekisteröity alkujaan heidän järjestelmän ehdoilla (+358 xxxxxx ei käynyt vaan piti laittaa +358 0 xxxxxxx) ja sehän ei siis nyt tietenkään toimi.

Olen voittanut tuon summan jo 5kk sitten eikä tämä asia etene mihinkään. Olisin kiitollinen jos saadaan asia soviteltua ja eteenpäin.

Tätä ovat toistaneet:

Additionally, since you have a prepaid phone, we will need to perform a phone call verification instead of providing us with a proof of mobile. 

Please indicate your availability as a reply to the current email thread, and a representative will call you as soon as possible.

For any questions or clarifications, do not hesitate to contact customer support at any time, 24/7!

Kind regards,

Novibet Support

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 riksuuu,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue.

Please understand that KYC is a very important and essential process during which the casino ensures that funds are released to the rightful owner. All reputable and licensed casinos take this process very seriously and handle it thoroughly, which is why it includes multiple steps.

To help clarify your situation, could you please provide the following details:

• Can you confirm the phone number you registered with, including the correct international format?
• Have you received any specific error messages from the casino regarding your account or phone number during the registration or verification process?
• When was the last time you attempted to verify your phone number with the casino?

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,

Petra