The player from Germany has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
NovaJackpot Casino - Withdrawal of player's winnings has been delayed.
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Current status
Waiting for player to reply
1d 5h 56m 43s
NovaJackpot Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
I would like to complain about this casino.
POINT: 1 I deposited 200 euros and won 500 euros
POINT: 2 I applied for the payout on April 11, 2026
POINT: 3 I was told to wait three business days, which I did. In the meantime, it was repeatedly confirmed that my payout would be made without verification or any checks.
Today, April 15, 2026, when I inquired about my withdrawal in the live chat, I was told that my account needed to be verified.
My profile contains no indication that my account needs to be verified; on the contrary, verification is not required for my account.
I want to emphasize once again that I deposited €200 and now want to withdraw €500. The casino has made me wait four business days and repeatedly confirmed that my withdrawal was secure and would be processed as soon as possible, which has not happened and has not been honored.
There was no mention of verification.
I played with no bonus
I am still in contact with the casino but am not getting any proper answers to my questions.
I need an effective solution, please.
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3 weeks 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear irinaurazaeva24119,
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 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,
Complaints Resolution Center
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3 weeks ago
TranslationI need your help with this, please.
They won't let me verify my account; I'm being lied to constantly.
I want to receive my money
I deposited 200 euros and now I would like to withdraw 500 euros.
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1 week ago
Dear irinaurazaeva24119,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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6 days ago
Dear irinaurazaeva24119,
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.
