The player from Finland faced an issue with withdrawing funds after receiving a 250% non-sticky bonus. Despite having a balance of around €900-€1000 during wagering, it dropped to €375 without any indication of a max release in the bonus terms. The complaint was closed due to the player's lack of response to inquiries from the Complaints Team, which prevented further investigation or solutions at that time.
NovaJackpot Casino - Player faces withdrawal issue with bonus.
Closed
Our verdict
Player stopped responding
Amount: €900
NovaJackpot Casino
Safety Index:HighCase summary
Discussion
Public
Public
4 months ago
Translation
I made a deposit and received a 250% non-sticky bonus, just before the wagering was going through my balance was around €900-€1000, when the wagering went through the balance changed from €900 -> €375, the bonus didn't say anything about max release
Automatic translation:
Public
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4 months ago
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 makes such a request, do not share any information.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Which bonus did you activate? If possible, please post a link or promo code you used to activate the offer here in this thread.
- Could you please clarify how much you deposited in order to activate this bonus?
- Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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4 months ago
Dear JASUALEKSI,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
