The player from Austria reported that winnings from two game sessions, totaling €590, had not been credited to their gaming account despite multiple communications, leading to a loss of over €5K at Novajackpot. The issue was resolved after the player confirmed that his account was verified and that all transactions were transparent. Following this, the complaint was marked as 'resolved' in the system by the Complaints Team.
NovaJackpot Casino - Player’s winnings are delayed and uncredited.
Resolved
Our verdict
Case closed
Amount: €700
NovaJackpot Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
PLEASE DO NOT PLAY HERE!!!
On February 2, 2025 (Bass Bonanza game session), I played the game Bass Bonanza and won free spins that were paid out with €220. Unfortunately, this amount has not yet been transferred to my game account.
Additionally, on February 6, 2025, I played the game Sugar Rush 1000, where I won free spins worth €100. I was able to win €370, but this amount was not credited to my gaming account either. So far, I have lost over €5K at Novajackpot. I have written several times and have not received any positive feedback yet.
PLEASE DO NOT PLAY HERE!!!
Automatic translation:
Public
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1 year ago
Hello vujicicboris5,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NovaJackpot Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Is any of those bets visible in your betting history?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
TranslationVerified since 01/2024
All moves transparent
Automatic translation:
Public
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1 year ago
Hello vujicicboris5,
Please forward your betting history - where the mentioned bet is visible - and the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.
Awaiting your response.
Regards,
Nick
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1 year ago
Dear vujicicboris5,
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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1 year ago
Dear vujicicboris5,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
