Frequently Asked Questions

Account issues

Registration

• How can I register at Novibet Casino?

To create an account, you will need to click the registration button at the top right of the website:

Fill in the required information and then click Next.

Your email and mobile number must be active, and you should use them as you will receive a verification code to confirm your registration with Novibet. Your address should be exactly as it appears on your account, as you will need to verify it.

Here are the detailed steps:

1. Click on Register and provide:

• Gender
• First Name
• Last name
• Date of birth
• Email
• Username
• Password
• Mobile
• Promo code (if available)

2.Click Create account and fill in:

• The 4-digit security code sent to your email
• Street Address
• Post code
• City
• Country

3. Click Deposit and your account is created

• How can I change my account details?

To make any changes to your account information, you will need to contact customer support. You should always have the necessary identification documents available for verification of the new details.

• Can I have more than one Novibet account?

Each player is allowed to maintain only one account. Opening multiple accounts is prohibited. If we have reasonable suspicions that a player has opened multiple accounts on our website, we reserve the right, at our absolute discretion, to freeze or close that account immediately, and the customer will forfeit all winnings.

Verification

• Why do I need to verify my account?

As part of our regulatory obligations, you will need to provide us with documents that verify the accuracy and validity of your account information.

It is a quick, easy and entirely secure process designed to enhance the security of your account.

• How do I verify my account?

In order to verify your account, you will need to complete our KYC process by uploading the following:

• Photograph of your ID, passport ,driving license, Kiwi Access card (both sides).
• Photocopy of a proof of address, in your name, issued within 6 months. The following documents are accepted: 

• Utility bills (eg electricity/water/ landline/ internet/ natural gas)
• Rental/contract aggreement
• Bank or card statement or screenshot from internet banking
• Recent statement issued by a recognized financial institution
• Certificate of residency issued by the governmental body
• Tax return (last year’s)

Certificate of cell phone services is not accepted.

The documents you provide should be legible, with all four corners of the document visible in the photo (a complete image of the entire document).

• How long does it take to verify my account?

The verification of documents typically takes 1-3 days, and once the verification is completed, you will receive relevant notification via email.

• Verification of financial methods

Depending on your deposit method, please upload the required documents here or send the documents to the following address: [email protected] from your email address that you have registered with us with your username. You can find what you need to provide below:

Debit card

• Photograph of your card (both sides). For security reasons, only the first 6 and last 4 digits must be visible. You must cover up the CVV code on the back

Bank Transfer

• Photograph or print screen of your bank statement showing details such as IBAN number and account holder’s name

E-Wallets (Skrill, Neteller etc.)

•  Screenshot displaying the account holder’s information and account identifiers (wallet id, email, etc.).

Locked account

• Why is my account locked?

Your account is locked after you have made 5 unsuccessful login attempts.

• My account is blocked because I entered the wrong password too many times

You can reset your password by following the instructions on our website. Click on Password recovery. You will need to know your username and the email you provided during your registration.

• How can I change my password?

You can change your password through your account settings here.

Once you choose a valid password, you will need to click ‘Save’ to successfully complete the password change.

Account deactivation

• My account is deactivated. What should I do?

If you have requested the closure of your account, depending on the closure method, you will need to contact the customer service department where they will be given detailed information about your account and the steps you need to follow to reactivate it, if possible.

• How can I deactivate my account?

You can deactivate your account through the settings here in the tab Account Closure

You choose one of the available closure methods:

• I am not happy with your site/services
• I am not happy with your offers
• I do not have time
• I want to play on another website/provider

In all the above cases, you can request reactivation by contacting Customer Support.

Transactions

Withdrawals

• How can I withdraw money from my account?

Withdrawals should be completed in the same method as the deposit was made and winnings came from. 

More specifically, if the deposit was made using a card, you should request withdrawal to the same card. Similarly, if the deposit was made using an electronic wallet (Paysafe wallet, Neteller or Skrill account) the withdrawal should be made to the same electronic wallet.

• Is there a fee for withdrawals?

From Novibet’s site, there is no charge for withdrawals (provided that the entire deposit amount has been wagered for betting purposes).

• Can I proceed with transactions before my account verification is completed?

You can make deposits and engage in betting activities while your account verification is in progress. However, to complete a withdrawal, your account must be fully verified

• How long does the withdrawal process take? 

The processing time for withdrawals varies depending on the method:

Once a withdrawal is successfully processed by the payment department, the credit of funds in your account depends on the bank’s processing time. 

• What is required for a withdrawal to be completed?

Your account and the chosen financial method should be verified.

• Where can I find my withdrawal history?

You can review your transaction history through your account settings here.

• Why is my withdrawal cancelled?

Withdrawals can be cancelled in the following cases:

• You request a withdrawal using a different method than the deposit.
• There has been no betting activity before the withdrawal request.
• You have never made a deposit to your account and your winnings came from a promotion.

•    How can I cancel a withdrawal?

You can cancel a withdrawal through your account settings here.

This process can only be completed if there is a pending withdrawal in your account. If you have disabled the withdrawal request cancelling option, you cannot request a cancellation.

Deposits

• Can I make a deposit with a card that is not mine?

All transactions (deposits-withdrawals) must be carried out with financial means issued exclusively in your name. Otherwise, your account may be permanently deactivated, and any future profits may not be paid out.

• How can I make a deposit into my account?

You have available one of all the above methods

• Card (Credit, Debit, Prepaid card)
• Skrill (e-wallet)
• Skrill 1-tap (e-wallet)
• Neteller (e-wallet)

• Can I proceed with a transaction before my account verification is completed?

If your account is not verified, you can only make deposits. Withdrawals will be available only after the verification process is completed.

• How long does it take for a deposit to be completed?

The funds will appear in your account immediately.

Sportsbook Guide

• Which types of bets are available?

The available types of bets are as follows:

1. Single Bet

The simplest form of betting, where you bet on a single event or market.

2. Accumulator

A combination of bets on multiple events where all selections must be successful for the bet to win. The combination of two or more bets on one ticket which must all be successful to be paid.

3. Systems Bets

It is a combination of 3 or more selections, where the player chooses certain markets to be confirmed for the bet to be settled as won.

• What is the standard in a system?

Standard bets can only be placed simultaneously with system bets and not as singles or parlays. If you are very sure about the outcome of an event (e.g. there’s a clear favourite), you can place it as a standard and include it in your system.

• What is Cash Out and when is it available?

The Cash Out option is available on selected matches and markets for single or multiple bets placed either before or during the match.

• Why can’t I use Cash Out or why is the Cash Out option not available to me?

• In case the odds change significantly, a market is suspended or withdrawn, the Cash Out request may not be successful. 
• The Cash Out option is not available when the market on which the bet was placed is not available for betting for any reason.
• The Cash Out option is not available for bets placed using a Free Bet.
• The Cash Out option is not available for bets placed on or containing selections from Virtual Sports.
• Novibet cannot guarantee that the Cash Out option will be available for your betting option.
• How can I view my betting history?

You can view your betting history through your account settings here.

• Can I cancel a bet or part of it after it has been placed and accepted?

When you place a bet online, you are solely responsible for your own account transactions. Once a transaction is completed, it cannot be modified. We take no responsibility for incomplete or double placed bets and do not accept claims regarding discrepancies between the intention and declaration for errors, omissions or double placed bets. Customers should also review transactions in the “Pending” section on our website after each session to ensure that all intended bets have been accepted. However, if you place a bet and later change your mind, you can check if the Cash Out option is available for that specific market and use it.

• I can’t bet on multiple events at once, why?

For some betting events, the 2+ markets are not supported, and some markets cannot be combined. If you are not seeing the accumulator option, please check the available betting combinations. There are combo bets, which are combinations of markets within one event, and the Bet Builder option.

• What happens if a football match is postponed?

Matches that have not been held or have been postponed are treated as Non-Participants for settlement purposes, unless the match is scheduled and completed within 48 hours from the original kick off time. (This specific update pertains to a football match. Different rules apply for other sports, which are specified in the regulations of each sport).

• Where can I find rules for the settlement of bets?

All rules for settling sports bets can be found here

• Why was my bet cancelled?

The reasons a bet can be voided are listed below:

• In the event that a bet is placed at the wrong price due to delayed ‘Live’ event coverage, then bets will be void
• If there is reason to believe that a bet was placed when the outcome of the event was already known (even if only known to the person placing the bet), we reserve the right to cancel the bet
• We also reserve the right to cancel bets even at a later time if a customer wins such a bet as a result of a technical fault or error, including but not limited to a transmission error. In such cases, the betting amount will be recredited to the player’s account. However, we retain the right to consider a customer liable for any damage caused or incurred due to the fact that such a customer knowingly exploited a technical or administrative error when placing or receiving payments
• 0% Odds Key: Repeated, conflicting or supplementary bets (bets placed on more than one selection) on 0% odds markets may be voided and any winnings thus derived will be deducted from the player’s account

Casino guide

• What is RTP – Return To Player?

It is the percentage that represents how much money is returned to players in the form of winnings out of the total amount of money being wagered.

You can find the RTP (Return to Player) of each game hosted on our website in their own menu .

The games are offered by the biggest casino providers and the only factor that affects them is luck.

The overall return of the games is measured over time, and of course, the range of return percentages for each game is determined by the relevant software testing committees.

• Which is the RTP in Casino games?

Casino games are distinguished by a high RTP that in most cases reaches 95%.

• How can I see the casino history?

You can see the casino history for the last two days, through your account settings here 

• What are casino credits and how can I redeem them?

The points you automatically accumulate while playing our casino games are related to the $850 Casino Loyalty Program and the 13.400$ VIP Casino Club bonus. Both offers are in the casino section.

Depending on the points you collect, you will also receive the corresponding amount in cash.

Each stage has the corresponding reward (you can check your current stage at any time through the casino history).

• What is RNG in slots?

RNG stands for Random Number Generator, which is the tool used in gambling games to ensure fair play for the players, with truly random outcomes. It is a tool that generates random results and is widely used in many gambling games, from video poker to slot machines.

• What does the RNG ensure for the player in online slots?

 Equal winning odds regardless of:

• The time of your gameplay
• The number of players simultaneously playing the same game 
• The number of players who played before you
• Other players’ bets

Equal chances to win a Jackpot, regardless of how recently the previous Jackpot was awarded on the same slot. Do not be swayed by Jackpot counters. 

No difference between popular and unpopular slot machines. A slot machine favoured by many players does not necessarily mean it will return more money to you.

The slot machine does not react based on the money you wager or the money you have lost or won in previous spins. You can forget the common misconception, as the RNG is what ensures the fairness of the game.

Furthermore, the RNG makes no distinction between virtual or real money. Every spin is the same for the RNG and the result does not put the “real-or-virtual” money factor at any point in the process. 

• What is blackjack? 

Blackjack is one of the most popular casino games played with a deck of cards. Each card in the deck (from 2 to 10) has a value equal to the number displayed on the card. Face cards always have a value of ten. An Ace can be counted as either one or eleven. The objective of the game (for each player) is to have a hand value closer to 21 than the dealer, without going over 21, as each player competes only against the dealer.

At the start of the game, each player places their bet, and the dealer deals two cards to each player, one of which is face-up and one face-down. The dealer also receives one or two cards for themselves (depending on the rules), with one card always face-up. Players can then choose to draw additional cards to get as close to 21 as possible without exceeding it, as going over 21 results in losing the hand without the dealer playing. Once all players have finished their turns, the dealer plays for themselves. The dealer will draw cards until their hand value exceeds 16, regardless of what each player has.

In other words, if a player stops at 15, and the dealer has 16, the dealer will draw another card. This means that the dealer can “bust,” and the player can win, even if they initially have a lower hand value. The dealer always plays by a set rule, always drawing when their hand value is less than 16 and stopping when it’s 17 or higher.

In each winning hand for the player, they receive a payout equal to their initial bet, effectively doubling their wager, except in the case of a blackjack. A player is considered to have a blackjack when their initial two cards add up to 21. This typically means having an Ace in combination with a ten, Jack, Queen, King, or a ten-value card. In this case, the player receives a payout of 3 to 2, effectively earning two and a half times their original bet.

IMPORTANT

On our website, you will find many variations of blackjack where the rules may be modified depending on the company offering the game. Detailed instructions are provided for each game.

• How to play roulette

Roulette is a game of chance based on predicting the outcome of the spinning wheel, which has different colours and numbers.

There are many variations but the most popular is European roulette.

To play roulette, you need to place a bet on a single number, a series of numbers, a color, or a combination of choices (36 red and black numbers plus 0). Then, you place your bet on the corresponding section of the roulette table.

Once you’ve placed your bet, the croupier will spin the wheel and release a ball. The result of the wheel’s spin will determine the winners and losers.

• How Live Dealer Casino Games Work?

Casino games with live dealers represent the latest innovations in online gaming technology. They combine advanced live streaming video with extensive internet coverage, bringing live casino games directly to your computer or mobile screen in real-time. The sensation of playing a real live casino game, complete with a real dealer at the table, actual cards and chips, real roulette wheels, and, of course, live and elegant dealers, is irreplaceable at Novibet. All these elements are created in professional studios, providing the feeling of a real live casino experience. The action is captured live and in real-time, broadcast directly to Novibet’s platform for live dealer casino games. To legally play any live casino game, simply click on the Live Casino option and browse the tables. It’s truly as easy as visiting a legal top live casino from the comfort of your own home or even while on the go, anywhere in your country.

• What game types can I play in a live casino?

In our Live Casino, you will find options such as Live Blackjack, Live Roulette, Live Baccarat, Live Video Games and Live Poker.

• What are the minimum bets in Live Casino?

There is no fixed minimum and maximum bet for each game in the Live Casino. Betting limits are determined by the game provider and the bookmakers themselves.

On each game’s page, you will find detailed tables with the minimum and maximum allowed bets. These limits may be subject to change upon request.

• What happens in the live casino in case of connection interruption or other technical problem?

Bets are settled according to the outcome of the game regardless of whether a player experiences technical issues during the course of the game. In the event of a loss of connection, game termination, or other technical problems, bets are not considered void, and winnings are credited to your account in case of a win. You can check the result based on the game’s history, which you will find on the game’s page. The company reserves the right to cancel the session if it deems it necessary due to a serious technical issue.

GDPR 

• What is personal data?

The term personal data refers to information about individuals, such as their full name, postal address, e-mail address, telephone number, etc., that identifies or can identify you

• What is Personal Data Processing?

Any action or series of actions carried out, with or without the use of automated means, on personal data or sets of personal data, such as collection, recording, organisation, structuring, storage, adaptation, or alteration, retrieval, consultation, use, disclosure by transmission, dissemination, or otherwise making available, alignment, or combination, restriction, erasure, or destruction.

• Is my Data secure?

At Novibet, we use the Thawte SSL Certificate, one of the largest companies in the field, to encrypt the data you send us and ensure the security and protection of your personal information.

The processing of your Data is allowed only by authorised personnel, employees, and collaborators solely for the purposes mentioned above.

We have taken the necessary and appropriate organizational and technical measures to protect your Data from any form of accidental or unlawful processing, both at the physical level and in terms of logical security (e.g., physical security procedures, access restriction to data, computer system/software protection).

In addition, we use the reCAPTCHA service, which protects our website from spam and automated abuse. reCAPTCHA operates by collecting data on hardware and software equipment, such as device and application data, and sending this data to Google for analysis. The information collected will be used for general security purposes. Use of reCAPTCHA is subject to Google’s Privacy Policy and Terms of Use.

• What Data do we collect?
• Personal identifiers (name, surname, residential address, date of birth)
• Contact details (phone, landline and mobile, email)
• Tax identifiers, (VAT, Identity Card Number)
• Financial information (debit/credit card details)
• Connection information (IP) and location data
• Communication record (telephone / electronic etc.) with the Customer Service Department
• Games of chance activity
• Activity related to the way you play

• For what purpose do we process your data?

The processing of your data serves the following purposes:

• Completing your connection to our website and verifying your identification and contact details,
• Managing your account and processing transactions on our platform, managing the customer service department for inquires, questions, clarifications and complaints,
• Verifying your banking account details,
• Conducting checks to prevent crimes (e.g., money laundering from illegal activities) and informing the competent Regulatory Authorities about games of chance,
• Providing you with information about our products, campaigns and newsletters,
• Ensuring the quality and continuous improvement of our services.

These measures are reviewed and modified when deemed necessary.

• How can I exercise my rights?

For any question or request, please do not hesitate to contact us through the following service channels. If you wish to contact us exclusively regarding the processing of your data, you can send an email to the Data Protection Officer at [email protected]. The Data Protection Officer acts as an intermediary between our company and our customers and oversees all compliance actions of our company.

• When will I receive a response to my request?

We respond to Player Requests within (1) month from the time we receive the request.

Bonus/Offers

General Information

• First Deposit Bonus

Sportsbook

We welcome all new players with a 100% bonus up to $100. Unleash the excitement by opening a new account, and watch as we double your first deposit up to $100.

Casino

100% Welcome Bonus up to $1000 & 100 Free Spins on Book of Dead.

 Value per spin: $0.15

• What is the promo code, and how can I use it?

The promo code is a deposit offer that users receive at regular intervals based on their activity or as part of a promotional campaign (all promo codes have an expiration date).

Once the promo code (next deposit bonus) becomes available, you can use it by going to the ‘deposit’ section and selecting the available offer or during your registration by entering it in the promo code field.

Promo codes can translate in free bets, free spins, or cash with turnover requirements.

• How can I see the terms and conditions of the promo code?

The moment you make a deposit and choose the promo code, the terms and conditions will be displayed to you.

• Where can I see the available offers at Novibet?

All the offers for sports betting at Novibet can be found here

Casino offers can be found here and on its game home page.

BONUS

• When do I receive a Bonus?

Bonuses are credited by the promotions department at regular intervals based on a schedule and your gaming activity.

Of course, as soon as a new offer becomes available for your account, you will receive corresponding notifications via email or messages (Inbox).

BET OFFERS

• What is a free bet?

A free bet is a betting voucher that you can use exclusively on a single bet or an accumulator/parlay bet. Free bets cannot be used for any other types of bets, such as system bets.

• Why didn’t I receive the full amount from my bet when using a free bet?

The winnings from free bets are calculated as the total return minus the stake amount (including the value of the free bets placed). Therefore, the value of the free bets is not included in or withdrawable as part of the winnings from the bet. For example, if you place a 10$ free bet on a bet with odds of 3, if the bet wins, you will receive 20$  in your account, calculated as follows: (free bet value) * (odds) – (free bet value) = (net winnings).

• When does my free bet expire?

A free bet expires if it is not used within 7 days from the day it is credited to your account unless stated otherwise.

• Can I use my free bet in the casino?

No, the free bet is for sports betting only and cannot be converted into cash to be used in the casino.

• Where can I see my available free bet?

When you have an available free bet, an icon with a gift box will appear on your bet slip, and you can see it displayed in your bet slip.

• What is the 0% odds key offer in betting?

When there is an indication of 0% odds key it means that the specific market is available without any commission for the company. This applies to specific matches and markets and is for pre-match betting, meaning before the matches begin.

CASINO OFFERS

• What are free spins, and when do I receive them?

Free spins are free spins that Novibet offers on specific Casino games (Slots) and are available for a limited duration as mentioned in the offer. You will receive these free spins directly in your account.

• What are golden chips and when do I receive them?

Golden chips are free chips that Novibet offers to players for participating in live casino games. If you win using golden chips, the amount won is subtracted.

RESPONSIBLE GAMBLING

• What is Responsible Gambling?

In our company, we consider it our responsibility to ensure that your engagement in gambling is solely for entertainment purposes. In cases where the entertainment ceases, and negative consequences or a loss of control arise, our customer service team is well-trained in responsible gambling matters, and you can reach out to us at any time for information or assistance.

At the same time, we offer the following information and features on our website:

• Loss limits set by customers
• Self-Exclusion Option
• Links for aid organizations (GamCare, Gambling Therapy)
• Information for awareness and self-protection. 
• Information and tools for protecting minors. 

You can find more information in the Responsible Gambling section at the bottom of our website.

• How to maintain control of your gambling activity?

While most players gamble within their financial means, for some, it can be more challenging. To maintain control of your gambling habits, keep the following points in mind:

• Gambling should be done in moderation and viewed as a form of entertainment, not a way to make money. 
• Avoid chasing your losses
• Only gamble with money you can afford to lose
• Keep track of the time you spend gambling and the amount of money you spend

Below you will find the tools you can use to maintain control and manage your betting activity.

• Deposit Limits: You can set daily, weekly, or monthly deposit limits to control how much money you can deposit within those time frames. 
• Time-out: You can request a break from gambling for a specified period (e.g., 24 hours) either through your account settings 
• Self-exclusion: You can request that your account be deactivated either through your account settings or by contacting our customer service department, for a period of 6 months, 1 year, 2 years, 5 years or lifetime.
• How do I know if I have a gambling problem or not?

• Does gambling prevent you from going to work or attending your studies? 
• Do you gamble to pass the time or escape from boredom? 
• Have you been gambling alone for long periods? 
• Have you received criticism from others for your gambling? 
• Has gambling caused you to lose interest in your family, friends, or hobbies? 
• Have you ever lied to cover up the amount of money or time you spend gambling? 
• Have you lied, stolen, or borrowed to maintain your gambling habits? 
• Are you hesitant to spend money on anything other than gambling? 
• Do you continue gambling until you’ve lost all your money? 
• Do you feel the need to win back your losses immediately after losing? 
• Do arguments, frustrations, or disappointments make you want to gamble more? 
• Does your gambling activity lead to depression or even suicidal tendencies? 

The more “yes” answers you have, the more likely you are to have difficulties with gambling. To speak with someone who can give you advice and support, please contact one of the organizations detailed below.

GamCare (Problem Gambling Support) available for help and advice at www.gamcare.org.uk

Gamblers Anonymous is a fellowship of men and women who have joined together to do something about their own gambling problem and help other compulsive gamblers do the same. There are regional fellowships around the world. The Gamblers Anonymous international service site is at: www.gamblersanonymous.org/ga/.

Gambling Therapy provides support and counseling for anyone adversely affected by gambling. Its site can be accessed at: www.gamblingtherapy.org.

• What is the age limit for using the page?

It is illegal for anyone under the age of 18 to open an account or engage in gambling activities on Novibet. Novibet takes this matter very seriously and conducts age verification checks on all customers using payment methods available to individuals under 18.

• How can I change deposit limits?

You can modify or set your deposit limits through your account settings here

The limit reduction takes place immediately.In order to increase or remove the limits, it will take 7 days and then confirmation through the limit change field.