NovaJackpot Casino - Withdrawal of player's winnings has been delayed.

Dear Casino.Guru Team,

I am reaching out to you once again for assistance regarding a recurring issue with Nova Jackpot Casino. Thanks to your expert mediation, I successfully received a payout from this casino on 31.10.2025. Unfortunately, they are now employing the exact same stalling tactics for my second withdrawal.

I requested withdrawals totaling 1680 USD starting from 19.04.2026. After waiting for days and repeatedly contacting their support (specifically a representative named Alfredo), I was consistently promised that the payment would be processed 'today or tomorrow.' However, despite these assurances, all three of my withdrawal requests were abruptly cancelled today without any provided reason or justification.

It is evident that the casino is intentionally delaying the process to avoid payment. I am attaching all necessary documents, chat transcripts, and screenshots of the cancelled transactions as evidence.

I kindly ask for your professional intervention to help me recover my 1680 USD. Your previous support was invaluable, and I hope for a similar resolution.

Best regards,

Elcin"

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.

Dear Elcin1964,

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

Dear Elcin1964,

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.

"Dear Casino.Guru Team,

First of all, I would like to thank you for following up on my case and for your continued support. Unfortunately, the withdrawal has not been received yet.

I would like to specifically highlight the casino's repetitive stalling tactic. Their system allows a maximum of $500 per withdrawal request. Once three requests accumulate in the system, they wait for about 4 days and then abruptly cancel all of them simultaneously. This way, they successfully waste 10 days of my time without paying a cent, forcing me to restart the entire process.

They employed this exact same 'cancellation cycle' during my previous complaint as well. It is clear they haven't bothered to change their tactics since then. Without your direct intervention, it is obvious they will continue this 'cancellation game' for many more 10-day periods.

Therefore, I kindly ask you to officially intervene and request a formal explanation from the casino regarding these systematic cancellations.

Best regards,

Elcin"

"Dear Casino.Guru team,

I would like to express my sincere gratitude for making my complaint public. Immediately after this action, there has been a positive development: Nova Jackpot has started processing payments, and I have received $489.56 in my account. This is undoubtedly a result of your intervention.

I kindly request that you keep this case OPEN until all the remaining withdrawals are fully settled in my account. Without your ongoing support, it is difficult to ensure that the process will reach a complete resolution. Thank you for your continued assistance."

"Dear Moderator,

I would like to provide a further update regarding Nova Jackpot's unprofessional behavior. While the casino management assured me that everything was under control and payments would be processed, my withdrawal request was cancelled just 8 minutes after receiving that assurance.

In other words, the 'withdrawal cancelled' cycle and this 'multiways' game by Nova Jackpot are still ongoing. This is a clear attempt to manipulate the situation and stall for time. I kindly ask you to take note of this manipulation and keep this case open until every single withdrawal is successfully completed."

Dear Elcin1964, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots 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.

Karla

Dear Karla,

Thank you for your questions. To clarify the whole situation, I am providing the following details and evidence:

1. Previous Withdrawals: Yes, I have had successful withdrawals before. Following a complaint on your platform last November, I received 1280 USD, and more recently, on 04.04.2026, I successfully withdrew 490 USD.

2. KYC Verification: Yes, my account is fully verified. I am attaching the relevant documents to this email.

3. Bonus: I deposited 24USD and received a 24USD bonus. After fully completing the wagering requirements, the winnings (1680 USD) were transferred to my real balance.

4. Game Type: I played casino slots only.

5. Current Issue: The main problem is that since 19.04.2026, all my withdrawal requests have been systematically blocked. The casino holds each request for 3 days and cancels it on the 4th day without any valid reason. I am forced to create a new request every time, and this cycle has repeated at least 12 times so far.

I am attaching my email correspondence with the casino management (Alfredo), screenshots of the cancelled withdrawals, and the screenshot of the winning moment. I kindly ask for your assistance in putting an end to these artificial delays."

Dear Casino.Guru team,

I would like to express my gratitude for your professional support; I believe your platform’s involvement is making a real difference. I am writing to report that the casino has paid 493.10 USD.

However, the issue is not yet fully resolved. While a payment was made, I am currently being blocked from creating a new withdrawal request for the remaining balance. I kindly ask you to keep this complaint open and continue to assist me until the full amount is paid and all withdrawal restrictions are permanently lifted. Thank you once again for your incredible help."

Dear Casino.Guru team,

Quick update: The casino has just paid another 492 USD. I am very close to recovering my full winnings thanks to your support. There is still a small remaining balance left. Please keep the case open until the very last cent is paid. Thank you!"

Dear Elcin1964,

Thank you very much for your updates and for keeping us informed regarding the payments received so far.

I am glad to hear that additional payments have been processed and that the remaining balance is now relatively small. Since the casino is currently continuing with partial payments, I would like to allow them a little more time to complete the process.

Therefore, I will wait another 7 days for further progress. After that, this complaint will either need to be moved to the resolver stage or marked as resolved, depending on the outcome and whether the remaining balance has been fully paid.

Thank you very much for your patience and cooperation.

Karla

"Dear Karla,

Thank you for your update and for monitoring the process so closely. I agree to wait for another 7 days. I will keep you informed and let you know as soon as the final payment is successfully received and the process is complete.

Thank you for your continued support."

Dear Karla,

Thank you for your support. I would like to provide an update regarding my case.

The casino has processed some payments, but the winnings have not been fully settled yet. There is still a remaining balance of 181.40 USD in my account, for which I have already submitted a withdrawal request.

I will keep you informed and let you know as soon as this final amount is received. Please keep the complaint active until the full balance is paid. Thank you!"

"Dear Casino.Guru Team,

First of all, I want to thank you for your incredible support. Opening this complaint and your involvement in this case have clearly helped to start resolving the issue.

I would like to update you that I have received another payment of 159.40 USD.

However, the total amount of my winnings has still not been fully settled. My total withdrawal requests were 1656 USD, but I have only received 1634.10 USD so far. There is a remaining balance of 21.90 USD.

The casino claims this difference is due to currency conversion, but my account and my payment method are both in USD. Therefore, there should be no conversion fees or exchange rate losses. I request the casino to pay this remaining 21.90 USD to settle the account in full. Please keep this case open until the final cent is paid.

Thank you once again for your professional assistance."

"Dear Casino.Guru Team,

I am writing this with great joy to confirm that my issue with NovaJackpot Casino has been fully and successfully resolved. I have received the final balance, including the disputed amount, in full.

I want to express my deepest and most sincere gratitude to the Casino.Guru Complaint Team. You are, without a doubt, the most professional and effective mediation platform in the industry. Your intervention was the turning point in this case; without your authority and persistent support, I would not have been able to recover my funds. You give players a voice and ensure that fairness prevails where it otherwise might not.

Thank you for your tireless work and for standing by me throughout this long process. I am incredibly impressed by your dedication to player protection.

You may now mark this complaint as Resolved. Thank you once again for this victory!"

Dear Elcin1964,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru