NovaJackpot Casino - Pelaajan kotiuttaminen viivästyy KYC-ongelmien vuoksi.

Hello! I am having problems with the KYC verification. The page shows an incorrect home address because I recently moved out on my own. When I try to verify my (proof of address), it never goes through. I have contacted live chat, and they told me that the wrong address doesn't matter and that they would update the address after I sent them the lease agreement. I have sent the lease agreement, but it still gets rejected every time. I was also told to contact them via email, but I haven't received any response through email even though it's already been a week.

Moikka! Minulla on ongelmia kyc vahvistuksen kanssa. Sivulla on väärä kotiosoite sillä olen hetki sitten muuttanut omilleni ja kun yritän vahvistaa minun (proof of address) kohdan se ei mene ikinä läpi olen ottanut yhteyttä live chattiin jossa minulle on sanottu että väärä osoite ei haittaa vaan he päivittäisivät osoitteen lähetettyäni vuokrasopimuksen heille, olen lähettänyt vuokra sopimuksen mutta se silti hylätään joka kerta. Minulle on myös sanottu että minun tulisi ottaa heihin yhteyttä sähköpostitse mutta en saa mitään vastausta heiltä sähköpostin kautta vaikka tässä on mennyt jo viikko.

Hello Teemu,

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 since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello! The confirmation process has been going on for a week. They asked for a picture of my passport, which I put and they accepted it, and a picture of my face, which they also accepted. But they refuse to accept "Proof of address verification" but every time I get the same message "please re upload a Utility bill or bank statement on the registered address, in PDF format or original photo. Please note that Screenshots and scanned documents, aren't acceptable." I have contacted them via live chat where they told me that I should contact them via email but no one is answering my emails, I have read other people's experiences and they have the same problem that emails are not being answered.

Moikka! Vahvistusprosessi on ollut käynnissä viikon ajan. He pyysivät kuvaa passistani jonka laitoin ja sen he hyväksyivät sekä kuvaa naamastani jonka he myös hyväksyivät. Mutta he eivät suostu hyväksymään "Proof of address verification" vaan joka kerta saan saman viestin "please re upload a utility bill or bank statement on the registered address, in PDF format or original photo. Please note that screenshots and scanned documents, aren’t acceptable." Olen ottanut heihin yhteyttä live chatin kautta jossa he kertoivat minulle että minun tulisi ottaa heihin yhteyttä sähköpostin kautta mutta kukaan ei vastaa sähköposteihini, Olen lukenut muiden ihmisten kokemuksia ja heillä on sama ongelma että sähköposteihin ei vastata.

So I last spoke with the live chat yesterday about the change of home address, but I only got the same answer again that I should contact them by email.

Puhuin siis viimeksi eilen live chatin kanssa kotiosoitteen muutosta mutta sain vain taas saman vastauksen että minun tulisi ottaa yheyttä heihin sähköpostitse.

Now they have accepted my penultimate KYC but the change of address and "proof of address" kyc is yet to be confirmed and there is still no response to emails.

Nyt he ovat hyväksyneet minun toiseksi viimeisen KYC mutta osoitteen vaihtaminen ja "proof of address" kyc on vielä vahvistamatta eikä sähköposteihin ole vieläkään tullut vastausta.

Dear Teemu,

As previously recommended, the verification process can take up to 14 days, so for now, I would advise waiting. In the meantime, please forward any communication between you and the casino to nikolas.b@casino.guru for further review.

I look forward to your response.

Kind regards,

Nick

Hello! I know that kyc can take 14 days to process, but the problem is not on their kyc side, but on their support, because for some reason they don't answer my emails, which has lasted 8 days. I can send screenshots of the e-mails I send, but not of the live chat messages because there are no recordings left for me.

Moikka! Tiedän että kyc käsittelyssä voi mennä 14 päivää mutta ongelma ei ole heidän kyc puolella vaan heidän supportissa sillä he eivät jostain syystä vastaa sähköposteihini joka on kestänyt 8 päivää. Voin lähettää kuvakaappaukset lähettämistäni sähköposteista mutta en live chat viesteistä sillä niistä ei jää tallenteita minulle.

Dear Teemu,

They are basically not obligate to respond to an e-mail if it's only about the verification. I would advise not to send them anything but the documents they requested as you just prolong the process by writing to them with any other subject.

Regards,

Nick

But after I have sent them everything I can... Again they asked again for my bank statement which I sent but again it was not accepted.

Mutta kun olen lähettänyt heille kaiken minkä pystyn... Taas he pyysivät uudelleen minun tiliotettani jonka lähetin mutta sitä ei taaskaan hyväksytty.

Now they said they won't change my address until I verify my account but I can't verify my account until I send my "proof of address" which is not possible because I have my parents address on the page which I can't change

Nyt he sanoivat etteivät vaihda osotettani ennenkun olen vahvistanut tilini mutta en voi vahvistaa tiliäni ennenkuin olen lähettänyt minun "proof of addressin" joka ei ole mahdollista sillä minulla on vanhempieni osoite sivulla jota en voi vaihtaa

I have now sent them residence certificate which states my old address and that i have moved to a new place and also when i moved

still was declined.

They accepted my bank statements now finally.. now the verification tab is empty but i still have the notification that i have to verify so i guess i will be waiting for an email or something. i hope it gets solved now

Dear Teemu,

Can you please advise what is the current status of the verification as a week has passed?

Looking forward to you response.

Regards,

Nick

Dear Teemu,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.