The player from Saxony had encountered issues with her withdrawal process at an online casino. Despite her multiple attempts to contact the casino's support team, she had received no response. Her account had been blocked, and she was asked to verify her account, which she did, but still received no feedback from the casino. This had resulted in a delay in her withdrawal of €1000. After our intervention, the casino had requested additional documents for verification, which the player had provided. Eventually, the casino had processed her withdrawal in two parts, each of €500. The player had confirmed receipt of her total winnings, resolving the complaint.
NovaJackpot Casino - Player believes that their withdrawal has been delayed.
Amount: €1,000
NovaJackpot Casino
Safety Index:HighSafety Index
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8.3
NovaJackpot Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
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I requested a withdrawal on 12.03. There's been no response at all from the casino up to now. Every time I reach out via chat, they claim they're urgently working on it and tell me to be patient. I can only withdraw 500 € per day. I have two pending withdrawals, each of 500€. You can only get in touch via the chat service. I've sent several emails but got no reply!! I can't verify myself; the message I get is: "It seems that your account doesn't need to be verified. Have fun playing." I haven't had any withdrawals in this casino before. I'm very sceptical!!!!
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8 months ago
Dear Roswitha74,
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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8 months ago
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No, I haven't been able to log in since last week. You are put off in the chat but nothing happens. I also sent you two replies from the supervisory authority. The casino is not known there. My trust in casinos has dropped a lot. This is now the 3rd time I've lost money!!!
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8 months ago
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Hello, what is the status of processing now? Nothing is happening on the part of the casino. Here is the standard answer from support:
Sorry for the waiting time. I have forwarded the request to the responsible team. You are in the final stage of reviewing all the documents provided. Rest assured that the withdrawal should be processed as quickly as possible.Show original
Thank you for your understanding and cooperation in this process.Show original
Roswitha
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8 months ago
Thank you for your reply, Roswitha74. Have you made any successful withdrawals before? Do I understand correctly that you managed to submit your documents and now you are waiting for the to be verified?
Have you accumulated your winnings with or without an active bonus?
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8 months ago
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Hello Kristina,
I haven't had a payout at this casino yet. I was blocked and then I was told by support that I should verify myself. This was given to me on March 28th. communicated upon request. But since I'm blocked, I should send the documents to support. I got this on March 28th. did. Since then there has been no response from the casino. The casino itself has never contacted me. So it takes 16 days to tell me after requesting that I need to be verified??? If I hadn't asked, nothing would have happened to this day. Now I've been waiting another 5 days for a response.
Best regards
Roswitha
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8 months ago
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Do you already have information from the casino?
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8 months ago
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Hello Kristina, what's next? How long are you waiting to contact the casino? I try every day, but always the same thing. Now the documents are being checked; I had them for the first time on March 26th. sent, again 9 days, nothing happens. I'm still blocked. It's about 1000€!!! Please do something.
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8 months ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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8 months ago
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Hello Kristina, there is no communication. The casino never answered me. I only found out and sorted everything out via chat. They did not tell me that my account was blocked and have not responded to my sending of documents. No reaction!!!!
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7 months ago
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Is there any way to continue here? Nothing is happening.
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7 months ago
Thank you very much, Roswitha74, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Hi Roswitha74,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear NovaJackpot Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the requested documents from the player? How much time will it take to verify the player's account? Could you please explain the reason for such a poor communication with the player?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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7 months ago
Dear Roswitha74, I have received the following message from the casino representative, asking you to provide some additional information:
Dear Customer,
Thank you for reaching out. We kindly request you to send us your Mifinity transaction history via email. This should contain all transactions, both incoming and outgoing, including deposits made to our platform, for the period of 15.02.2024 to 15.03.2024. Please note that the document must be in PDF.
Thank you for understanding!
Best Regards,
Novajackpot Team
Please, let me know as soon as you send the requested bank statement to the casino. You can send it to me (natalia.b@casino.guru) too, and we'll check if it potentially meets the casino requirements.
Regards,
Natalia
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7 months ago
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I received the PDF file from MIFINITY and forwarded it to the casino. I also sent this file to you. I'm now hoping to get my money.
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7 months ago
Dear Customer,
We kindly request you to provide the transaction history screenshots taken from the website.
Thank you for understanding!
Best Regards,
Novajackpot Team
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7 months ago
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Now I have sent all the screenshots to the casino, which was not requested until now and was rejected. I also sent a receipt for every deposit to the casino. Now I'm waiting to see what the next demand will be???! I still don't have my money. 4 weeks have passed.
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7 months ago
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Do I have to wait another 4 weeks??? Or will I finally get my money now?
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7 months ago
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I sent the requested documents on April 15th, and today, 3 days later, support wrote to me saying that they had been forwarded to the finance department. In the meantime, I sent further documents, screenshots from MIFINITY, to the casino. It was the finance department's request here. That was 2 days ago. I don't know if it has arrived yet. So far, no response from the casino and still no money. How long do I have to wait???
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7 months ago
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I got my first €500 paid out today. Thanks to the casino and also to GURU. I'm hoping to get my next €500 soon.
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7 months ago
Dear Roswitha74, I'm glad to hear this good news. Please, keep us informed about any further updates.
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7 months ago
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I received my second payout of €500 today. Thanks to the casino and to GURU. Case resolved to my satisfaction.
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7 months ago
Dear Roswitha74,
I'm happy to hear that your issue has been finally resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
