The player from Greece had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed at that time. The Complaints Team had advised him that withdrawals could take some time to be processed and asked him to wait for at least 14 days. After some time, the player confirmed that he had received his withdrawal and the case had been successfully resolved.
NovaJackpot Casino - Player claims that payment has been delayed.
Amount: €1,000
NovaJackpot Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
On April 25th and 26th, I initiated two withdrawals of 500 euros each from my account. As per the casino's terms and rules, withdrawals are supposed to be processed within 1-3 business days. However, despite adhering to all the requirements and not utilizing any bonuses, my withdrawals are still pending as of the 4th business day.
I didn't use any bonus and this the first time i try to withdraw from this casino. Also my account doesn't need kyc verification.
While I understand that delays can occur, I find it disheartening that the casino's stated timeframe for withdrawals is not being honored. It creates a sense of unease and undermines the trust and transparency expected from a reputable establishment.
I believe it's essential for players to be informed about such experiences to make informed decisions. My intention in sharing this is not to discredit the casino but to highlight the importance of transparency and accountability in the online gaming industry.
Thank you for your attention, and I hope this serves as a constructive reminder for both players and operators alike.
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6 months ago
Dear Mardock,
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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5 months ago
Dear Mardock,
I'm glad to hear that your issue has been 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,
Kristina
Casino.Guru
