NovaJackpot Casino - Player's withdrawal has been delayed.

Dear Casino Guru Team.İ would like to file a formal complaint against NovaJackpot casino regarding my withdrawal process.My unitial withdrawal request was submitted on October-9,and the verification process was ,,completed’’ only on October-28.On October-29,they pretended to process the payment,but it never artived.İt is now clear that NovaJackpot has been deliberately delaying the process.They skillfully use weekends and verification excuses to stall payments,iqnoring my emails and providing inconsistent explanations about,,bank rejections’’.All relevant screenshots,emails,and transaction records are available for your review.Please help me.Best Regards,Elchin G********* ,Azerbaijan

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Dear Elcin1964,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with your withdrawal from NovaJackpot Casino.

To help us better understand your situation and contact the casino effectively, could you please clarify the following details?

• What payment method did you use for your withdrawal (e.g., bank transfer, card, e-wallet)?
• Has the casino provided you with any transaction or payment reference number when they claimed to have processed the withdrawal on October 29?
• Have you ever successfully withdrawn funds from this casino before, or is this your first withdrawal attempt?

If you have any relevant communication, screenshots, or transaction details, please forward them directly to [email protected] so we can review them and include them in your case.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela.Thank you for reviewing my case. Beloe are my answers to the questions you asked: 1)İ requested the withdrawal to my Visa card,using the same card i had previously used to make the deposit. 2)No,they did not.When i requested the withdrawal,the system only displayed the first and last 4 digits of my visa card.İ selected that card,entered the amount of 500usd,and confirmed .The system showed ,,withdrawal successful",but there was no transaction or reference number provided. 3)No,this was my first experience with Nova Jackpot.However,i have been playing small amounts for entertainment purposes at other casinos such as Pinko casino,Mostbet,Pin-up ,Parimatch for a long time.İ have made hundreds of deposits and withdrawals with this platforms(İ can provide my bank statements if necessary)and every withdrawals was processed instantly -within seconds.İ joined NJ casino on october 3,2025, with a deposit of 24 usd which disappeared without even playing a single spin.Thinking it was my own mistake,i make another 24 usd deposit on October 6,2025 and began playing again.On October7,2025 my balance reached 170usd,and i made a 100usd(will send document)withdrawal that was shown as successful but never credited.Later, i increased my balance usd 1200 and submitted another withdrawal of 500usd on October 9,2025.Since then,NJ casino has delayed or reversed every withdrawal and repeatedly asked for the same documents(See email). İ will send all relevant supporting materials (Bank statements,screenshots and email correspondence) to yout email as requested.İ only seek fairness and transparency. With respect and appreciation Elchin G*********

Dear Petronela.

İt has now been four full days since my latest withdrawal request on October 31,2025,at 21:45,and the status still remains,,under review".İf NJ casino truly believed that my previous payment failed due to a bank issue,than they should have reprocessed the withdrawal within a few hours or at most within2-3 business days,as every legitimate casino does.However ,nothing has been done since October 31.No confirmation,no retry,no proof-only silence.This clearly shows that the delay is not caused by the bank,but by NJ casino itself.Their behavior troughout this case-repeated document requests,empty promises,and now complete silence -demonstrates that they have no genuine intention to pay.The pattern is identical each time once the withdrawal is submitted ,they stall it under various excuses and then return the money to the balance without ever processing it.İ am once again requesting your assistance to ensure NJ casino either processes the withdrawal or publicly admits they are refusing payment.The situation is now beyond ,,technical issues".İt is a clear refusal to pay a legitimate win.Thanks.

Dear Elcin1964,

Thank you very much for your detailed update and for taking the time to share all this information.

I’ve received all your emails and supporting documents, thank you for sending them.

• Just to make sure we have the complete picture, could you please confirm whether the deposit from which you accumulated your winnings was tied to any bonus or promotional offer?

This detail can be important when reviewing your case and communicating further with the casino.

Thank you for your follow-up. No,my winnings were not connected to any bonus or promotional offer.All my gameplay was done using real deposited funds only. For clarity,i am also attaching the screenshot of my bonus history,which clearly shows that the only 5usd entry was a shop casino bonus purchase dated 07.10.2025,which was never used for gameplay and has no relation to my winnings.As you can see,my Real balance was 759usd at that exact time,meaning i was always playing exclusively with real money-not with bonus funds. Also ,i do not expect NJ casino to dispute this,since my gameplay and winnings were clearly based on real funds only.İf you need any additional proof,i will gladly provide it.Thank you again for your assistance. Best Regards,Elcin1964

Dear Petronela.

Just a quick update:The first 500usd withdrawal was successfully received on my card.İ am now waiting for the second withdrawal to be prlocessed.This happened thanks to your assistance🙏🫶

Best regards Elcin 1964

Dear Elcin1964,

Thank you very much for your kind update and for confirming the details regarding your gameplay.

I’m glad to hear that the first withdrawal of $500 has successfully reached your account. Based on your clarification, I will adjust the disputed amount in your complaint from $500 to $759 to reflect the total winnings.

Please let me know once you receive the remaining part of your withdrawal so we can keep the case fully up to date.

Dear Petronela,

Thank you for your updade .İ would also like to inform you that my second withdrawal request ,made on 04.11.2025 at 14:32(Azerbaijan time)has already exceeded the processing timeframe stated in Nova Jackpot’s own terms and conditions(3 business days as per clause 6.15).Despite this the withdrawal is still ,,under review" and has not been processed .İ will notify you immediately once the payment (İ have little hope)is finally received.

Best regards,Elcin1964

Dear Elcin1964,

Thank you for the update. I’m sorry to hear that your second withdrawal is still under review despite the casino’s stated timeframe.

Please stay patient for a little longer, we’ll keep your complaint open until you confirm that you’ve received the full amount.

Thank you for your understanding.

Dear Petronela

Quick update:After receiving tje second 500 usd withdrawal, my remaining balance is 200,50 usd.İ requested a 180 usd withdrawal and left 20 usd in the account for minimal play.İ will report once that 180 usd payment is processed.Thank you for all🙏.Best regards,Elcin1964

Dear Petronela

İ’am glad to inform you that NJ casino has finally paid the remaining amount.Thank you for your assistance-your support realy made the difference🙏

Best regards,Elcin1964

Dear Elcin1964,

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 (link here). 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,

Petronela

Casino.Guru