NovaJackpot Casino - Player’s account has been closed after withdrawal attempts.

Hello, my complaint is that two days ago I began playing at this casino. On the first day, I made a withdrawal of 100€ and yesterday another of 300€. I made sure everything was correct, and it showed that my account did not need verification, so at no point was I asked for any documents. However, this morning I received an email stating that my withdrawals were canceled. Surprised, I logged into my account and found that I couldn't access it. I contacted the chat support, and they informed me that my account had been closed due to the anti-fraud system. This happens now, just when I had winnings, and they simply close my account without further explanation. I have also sent them an email providing documentation to prove that this is not fraud, but I'm afraid they won't reopen my account or give me my withdrawals. I hope you can help me. Best regards.

Dear maykeke73,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NovaJackpot Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any deposits in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 
• Could you please share your communication with the casino, including your interaction regarding the anti-fraud system? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Yes, of course, I made several deposits to play the slots, slot machines.

I won the €100 with my deposit and the 300 I made a deposit of €15 and they gave me a 30% bonus about €4.50 they gave me as a bonus that I had to bet it 40 times, which I bet and I won in the slot machine until I release the bonus and win the €300, I already have a real balance left, that was last night, and then I made the withdrawal of the €300 and today in the morning I receive an email canceling my withdrawals, with which I am going to my account and it tells me that I cannot access it so I can contact the chat, and there they tell me that for my safety until they verify the fraud department has closed it and that they will send me an email with the resolution, and immediately afterwards although it said that my account did not need to be verified, I sent it to the email support@novajackpot.com with several documents:

Photograph of my ID

Photograph of the card with which I made my deposits and certificate from ING bank with the ownership of the card

An electricity bill

And a capture of the movements of my deposit card

I did it so they could see that everything is correct and that it is not a fraud.

Hello, today they sent me this email:

Hello Mayte Lopez Rey Carbonell,

Thank you for contacting our customer service team.

We are contacting you to inform you that your account has been closed by administrative decision, in accordance with Section 9 of our

Terms and Conditions , due to their violation.

If you have any additional questions, please feel free to contact us via email

I read section 9 and I have not failed to comply with anything they say, the card with which I deposited is mine and so I confirmed the ownership through a certificate sent by the bank, I have never committed any fraud, I had only been playing here for two days, I didn't have time to deposit much and I only received a bonus of 4.50 that I bet according to the rules, I have told them that there must be some error or they have made the wrong account, I honestly don't know what to do to get them to give me my money

Thank you very much, maykeke73, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello maykeke73,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite NovaJackpot Casino to join the conversation.

Dear NovaJackpot Casino,

Can you please provide more information on how the player supposedly breached your terms and conditions? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru including the player's gameplay log to check for any potential violations.

Hello, yes, let's see if they can provide evidence that I did not comply with the terms of section 9 because it is impossible, in addition I had been playing in this casino for a very short time and for them to show my history it is impossible for what they are accusing me of to be true.

Dear Michal,

Thank you for reaching out.

Please be informed that we sent you an email to michal.k@casino.guru. Looking forward to your reply.

Best regards,

Novajackpot Team

Dear Novajackpot Team,

Thank you for your email. I have replied back with some additional questions to better understand the whole situation.

Dear all,

Thank you for your patience.

Please be informed that we are currently looking into the circumstances of account closure and will get back to you with more details as soon as possible.

Best regards,

Novajackpot Team

Thank you for your response, Novajackpot Team. I'm looking forward to your email with further information.

Dear Michal,

Please be informed that we responded to your latest email.

Best regards,

NovaJackpot Team

Thank you for all your emails including the provided evidence, NovaJackpot Team.

Dear maykeke73,

As I have informed you via email, based on the information from the NovaJackpot Team you did not pass the Know Your Customer (KYC) and Anti money laundering (AML) process because you were not able to properly respond and provide the requested documents. In such cases, the only potential "solution" is to refund the deposit that was confirmed to have been made by the casino. Regrettably, no further action can be taken.

Can you please confirm the refund of your deposit is a satisfactory resolution to your complaint?

That's not true, before the closure they never asked me for anything on the account it said no verification necessary, when they closed it I did send them everything so they could verify that everything was legal, but before this no one from novajackpot asked me for any documentation, it outrages me that say things that are not true why they do not want to pay the winnings if they returned my deposits but do not say falsehoods, at least apologize for why I never cheated with my deposits, of course I would never play in this casino again even if they reopened the casino account

Dear maykeke73,

While it is possible for the casino to ask for KYC and AML documents at any point, certain casinos may request them even upon registration. However, it is an industry standard that the casino team request documents related to KYC and AML only when a withdrawal is made or if there are any concerns regarding the account. It is not unusual that casinos might temporarily block accounts until the player passes the KYC and AML. So did you really provide the NovaJackpot team with all the documents they have requested from you?

Hello

At no time was I asked for this documentation, as I said before, the account stated that it did not need verification, my account was closed without explanation and I sent them by email the necessary documentation so that they could verify that everything was legal, if they had missed it I would have sent it without a problem, but no one asked me for anything. I only received emails telling me that they were closing it for breaking the rules but they gave me no explanation.

Thank you for all your emails with information and supporting evidence, Nova Jackpot Team.

Dear maykeke73,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

As was mentioned previously, the NovaJackpot Team informed us that you did not pass the Know Your Customer (KYC) and Anti money laundering (AML) process because you were not able to properly respond and provide the requested documents. Furthermore, the casino team has received a notification from the payment processor in regard to discrepancies with some of your deposits. The casino mentioned this in its terms and conditions to which you agreed when opening your account.

Account balance, depositing and withdrawing funds

6.4 By making a deposit, you grant the Company the permission to debit from your balance any fines or dues in connection to your activity, as provided by the Terms or the applicable law. You also agree to avoid charging back the deposited funds, annulling the deposits, and agree to compensate the Company for the costs associated with the chargebacks and recalls.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. Casinos maintain a strict policy of chargebacks or recalls such as in this case.

I wish I could be of more help.

Best regards,

Michal

Casino Guru