The player from Brazil had never successfully cashed out on the casino site and intended to file a complaint, acknowledging the required 14-day waiting period. The player waited the designated time and subsequently reported receiving more winnings. The complaint was marked as 'resolved' by the Complaints Team following the player's confirmation. The team appreciated the player's cooperation and encouraged feedback on their services.
NovaJackpot Casino - Player is unable to cash out winnings.
Resolved
Our verdict
Case closed
Amount: 700 R$
NovaJackpot Casino
Safety Index 8.3 HighCase summary
Discussion
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1 year ago
Translation
Hi Casinoguru, I've never cashed out on that site so I'm going to open a complaint, I know I have to wait 14 days.
Automatic translation:
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1 year ago
Dear ericleo,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Dominika
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1 year ago
TranslationHi Dominika, I've received more winnings, can you mark them as solved please, thank you.
Automatic translation:
Public
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1 year ago
Dear ericleo,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
