The player from Germany experienced intentional delays in the withdrawal process, totaling 650 EUR. The verification process had not been activated, and support provided standard responses or did not reply at all. Attempts to get regulatory authority contact information were unsuccessful. The issue was resolved as the money was paid out.
NovaJackpot Casino - Player’s withdrawal has been delayed.
Amount: €650
NovaJackpot Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Like many others who have already filed complaints here, my withdrawal is being intentionally delayed.
The verification process has not been activated, and standard responses are being sent from support.
The support email does not respond at all.
When I asked for the regulatory authority's email in live chat to file a complaint there, I was repeatedly referred to the internal support email.
A total of 650 EUR in withdrawals is pending. I did not use any bonuses.
Automatic translation:
Public
Public
4 months ago
Dear peterhh1976,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format? Or were you unable to provide any documents at all?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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4 months ago
Translation
I cannot submit any documents because your finance department has not processed the withdrawal request for days and the option for me to upload my documents is not even activated. 
Automatic translation:
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4 months ago
Translation
You can see very clearly how quickly the casino tries to resolve the cases. Another day has passed and they are unable to process the case.
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3 months ago
Translation
Money has been paid out. You can delete the case. Thank you for your help.
Automatic translation:
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3 months ago
Dear peterhh1976,
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
