The player from Saxony had expressed concern over a delayed withdrawal of €500, which had exceeded the stipulated 3-day processing period. After a week, he was informed that the payout had been cancelled due to a 'provider error'. Frustrated, the player chose to close his account, but insisted that the complaint be published to warn other players. Despite our attempts to obtain more information, the player did not respond, resulting in our inability to further investigate the issue. Consequently, we had to reject the complaint.
NovaJackpot Casino - Player's withdrawal has been delayed.
Amount: €500
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
Translation
It's already been nearly 5 working days of "processing time" instead of the 3 outlined in the terms and conditions... I'm not holding out much hope considering all the similar complaints here. They basically just string you along and keep repeating the same phrases. Apparently, they don't even require you to verify anything initially (which speaks volumes). €1300 down the drain, and it doesn't even seem like the small consolation of a €500 withdrawal is going through. This is fraud! It should simply be prohibited!
Automatic translation:
Public
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8 months ago
Dear KanoMK,
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,
Kristina
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7 months ago
Translation
So... After a week and "6 working days processing time", and several follow-ups, I was informed that the payout was canceled due to a so-called "provider error"! Simply ridiculous, I wasn't expecting a payout anyway, but all this back and forth with empty promises was proof enough that you should rather rely on German, really licensed casinos! I have now had myself blocked and can only recommend that other players avoid this site, just a stupid rip-off!!
Edited
Automatic translation:
Public
Public
7 months ago
Thank you for your reply, KanoMK. Do I understand correctly that you are no longer interested in pursuing this complaint since you canceled your account?
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7 months ago
Translation
No, this complaint should be published to warn others and protect them from fraud.
Automatic translation:
Public
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7 months ago
This complaint is and will be published. I am asking you if you wish to close it.
