Novibet Casino MX - Вывод средств игроком задерживается.

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

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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