HomeComplaintsNovaJackpot Casino - Player's withdrawal is delayed.

NovaJackpot Casino - Player's withdrawal is delayed.

Amount: €1,800

NovaJackpot Casino
Safety Index:High
Submitted: 02 Jun 2024 | Case closed : 09 Jul 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

4 months ago

The player from Germany submitted documents for account verification on May 13th and had yet to receive any feedback. The live chat consistently informed him that the request was being processed. The casino initially claimed not to have received the documents, leading the player to resend them. After further investigation, it was revealed that the player had breached the terms and conditions by depositing from someone else's bank account. Consequently, the casino acted in accordance with its terms and conditions, leading to the rejection of the complaint.

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5 months ago
Translation

Hello,

I made a withdrawal and was then asked to send documents for account verification. I submitted these on May 13th and have yet to receive any feedback. In the live chat, I am always told the same thing, that my request is currently being processed.

I hope you can help me with this.

Automatic translation:
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5 months ago

Dear Darkcreaser, 

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 did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

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5 months ago
Translation

Hello

I submitted:

Identity card photo

Screenshot of a bank account showing the IBAN, BIC and owner

Photo of a used credit card

Selfie photo with my ID

Photo of an invoice for address verification

Transaction history of two bank accounts


I sent everything 3 hours after the request arrived on 13.05.2024


Best regards

Automatic translation:
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5 months ago

Thank you for the explanation. Do I understand correctly that you have received no message from customer support regarding your verification yet? If you have some communication with live chat or with support agents via email that could be relevant to the investigation, please forward it to me. My email address is veronika.l@casino.guru. Thank you.

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5 months ago
Translation

Hello Veronika

Exactly.

Since May 13th I have not received any feedback on how far the verification process has progressed.

And the live chat always gives the same answer that the request is currently being processed.

Greetz

Automatic translation:
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5 months ago

Thank you very much, Darkcreaser, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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5 months ago

Dear Darkcreaser, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite NovaJackpot Casino representative to join this conversation. 

Dear NovaJackpot Casino, could you please provide more information about this case? 

Looking forward to your reply.

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5 months ago

Hello,


Thank you for bringing this to our attention.


We can confirm that this has been internally raised.


After the review of the case is complete we will post an update here.


Kind Regards,

Novajackpot Team

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5 months ago
Translation

Good day


How long can this take?

It has already been 24 days since I submitted the documents and I still have not received any feedback?


Best regards

Automatic translation:
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5 months ago
Translation

Good day

Unfortunately, I have not received any response from the casino yet.


Best regards

Automatic translation:
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5 months ago

Dear Darkcreaser, 

thank you for the update.

Dear NovaJackpot Casino, 

have you finished with your review, please? Is there any news regarding this case?

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5 months ago

Dear Customer,


Thank you for your message.

Unfortunately, we do not have your email with the documents.


Could you please send the requested documents to support@novajackpot.com? We will make sure to check the documents with priority when you send them.


Thank you in advance.


Best regards,

NovaJackpot Team

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5 months ago
Translation

Hello

I have just sent the documents again.


The first email went to kyc@novajackpot439874.com

I also received an email requesting that I submit the documents there.


Why am I being told that my application is being processed if the documents have not arrived and why does it take a month to be told this?


Best regards


Automatic translation:
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5 months ago

Dear Darkcreaser, 

thanks for the update. Let's now wait for your verification to be processed.

I am worried the email address kyc@novajackpot439874.com is not legitimate. Please be careful where you send your personal information.

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5 months ago
Translation

Good day

As far as I know, the URL of the casino is also https://novajackpot439874.com/en/, so I have no concerns there.

Many thanks for your help


Best regards

Automatic translation:
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5 months ago
Translation

Good day

Unfortunately, I still haven't received a response, although my request should be processed with priority.


Best regards

Automatic translation:
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5 months ago

Dear Darkcreaser,

I understand that waiting can be frustrating, however casino had only 2 business days to work on your case so far. Please remain patient and keep us updated if anything new arises.

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5 months ago

Hello,


Thank you for providing us with the documents, they are currently being checked by the relevant team.


Please be on the lookout for our emails for updates.


Best regards,

Novajackpot Team

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5 months ago

Dear NovaJackpot Casino, 

thanks for the update.

Dear Darkcreaser,

please let us know once you receive any new information from NovaJackpot casino.

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5 months ago
Translation

Hello

I received an email from the casino saying that my verification failed due to terms and conditions 3.2 and 4.1.

I have to provide my bank details so that my last deposit can be refunded.

Best regards

Automatic translation:
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5 months ago

Dear Darkcreaser,

thanks for the update.

Dear NovaJackpot Casino, 

can you please elaborate what exact rule in your terms and conditions was broken?



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5 months ago

Dear Katarina,


Thank you for your message.


Please be informed that we sent you an email to katarina.d@casino.guru.


Looking forward to your reply.


Best regards,

Novajackpot Team

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5 months ago

Thank you NovaJackpot Casino,

I have received your email.

Dear Darkcreaser,

I am currently investigating the information provided by the casino. I will inform you of any new development as soon as possible.

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5 months ago

Dear Darkcreaser and NovaJackpot Casino,

After several days of exchanging emails between the casino and the player, I kindly request that everyone replies to the original complaint within the existing thread rather than communicating via email.

Replying within the thread allows us to link all relevant information to the correct issue and gather important details in one place. You can reply to your existing complaint by following the "Link" from the notifications sent to your registered email, and the same applies to the Casino Representative.

If you need to forward any relevant communication or screenshots, please send them to me at katarina.d@casino.guru. However, all other communication should remain within the official thread and not be conducted via email or Skype.

Your cooperation in this matter is highly appreciated.


Dear NovaJackpot Casino,

will you be able to consider starting the verification process for Darkcreaser account, please?

Edited by a Casino Guru admin
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4 months ago
Translation

Hello dear teams,

I wanted to find out what the current status is.


Best regards

Automatic translation:
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4 months ago

Dear Darkcreaser,

thank you for your patience. I am waiting for casino representative to get back to me. I will post here as soon as I hear back from them.

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4 months ago

Dear Katarina,

Please be informed that we responded to your email.

Best regards,

Novajackpot Team

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4 months ago

Dear NovaJackpot Casino,

thank you for your reply.


Dear Darkcreaser,

The casino has provided evidence confirming that you have breached the terms and conditions by depositing from someone else's bank account. You yourself confirmed it was true. It is very common for casinos to place such restrictions, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

 

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved. The complaint will now be rejected.


I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

 

Kind regards,

Katarina

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