The player from Portugal had requested a withdrawal two weeks ago and had not yet received his funds. He noted that another casino under the same management also took weeks to pay out despite claims of processing within 72 hours. He had not played bonuses or encountered any KYC requests. The issue was resolved as he confirmed receipt of his funds, allowing the complaint to be marked as 'resolved' in the system.
NovaJackpot Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €185
NovaJackpot Casino
Safety Index 8.3 HighCase summary
Discussion
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1 year ago
Translation
Another casino from the same management that takes weeks to pay out even though they say they pay out in 72 hours. I made a withdrawal at this casino on the 14th and I still haven't received the money. Chat response is, as always, tell me to wait. I didn't play bonuses and there was no kyc request
Automatic translation:
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1 year ago
Dear guizinho8,
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.
- Have you made any successful withdrawals before?
- When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? 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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1 year ago
Dear guizinho8,
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
TranslationHello, I've finally received the survey. Thank you, you can close
Automatic translation:
Public
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1 year ago
Dear guizinho8,
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,
Kristina
Casino.Guru
