HomeComplaintsNovaJackpot Casino - Player's withdrawal is delayed due to KYC problems.

NovaJackpot Casino - Player's withdrawal is delayed due to KYC problems.

Amount: €13,000

NovaJackpot Casino
Safety Index:High
Submitted: 30 Sep 2024 | Case closed : 30 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 week ago

The player from Finland faced issues with KYC verification due to an incorrect home address that had not been updated despite submitting a lease agreement. Communication with customer support was unhelpful, as the address was repeatedly rejected, and there was no response to her email after a week. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.

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1 month ago
Translation

Hello! I am having problems with the KYC verification. The page shows an incorrect home address because I recently moved out on my own. When I try to verify my (proof of address), it never goes through. I have contacted live chat, and they told me that the wrong address doesn't matter and that they would update the address after I sent them the lease agreement. I have sent the lease agreement, but it still gets rejected every time. I was also told to contact them via email, but I haven't received any response through email even though it's already been a week.

Automatic translation:
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1 month ago

Hello Teemu,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NovaJackpot Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise since when exactly is the verification process ongoing?
  • Which documents have been already approved and which ones not?
  • When was the last time you spoke to the casino and what was it about?


Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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1 month ago
Translation

Hello! The confirmation process has been going on for a week. They asked for a picture of my passport, which I put and they accepted it, and a picture of my face, which they also accepted. But they refuse to accept "Proof of address verification" but every time I get the same message "please re upload a Utility bill or bank statement on the registered address, in PDF format or original photo. Please note that Screenshots and scanned documents, aren't acceptable." I have contacted them via live chat where they told me that I should contact them via email but no one is answering my emails, I have read other people's experiences and they have the same problem that emails are not being answered.

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1 month ago
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So I last spoke with the live chat yesterday about the change of home address, but I only got the same answer again that I should contact them by email.

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1 month ago
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Now they have accepted my penultimate KYC but the change of address and "proof of address" kyc is yet to be confirmed and there is still no response to emails.

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1 month ago

Dear Teemu,

As previously recommended, the verification process can take up to 14 days, so for now, I would advise waiting. In the meantime, please forward any communication between you and the casino to nikolas.b@casino.guru for further review.

I look forward to your response.

Kind regards,

Nick

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1 month ago
Translation

Hello! I know that kyc can take 14 days to process, but the problem is not on their kyc side, but on their support, because for some reason they don't answer my emails, which has lasted 8 days. I can send screenshots of the e-mails I send, but not of the live chat messages because there are no recordings left for me.

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1 month ago

Dear Teemu,

They are basically not obligate to respond to an e-mail if it's only about the verification. I would advise not to send them anything but the documents they requested as you just prolong the process by writing to them with any other subject.

Regards,

Nick

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1 month ago
Translation

But after I have sent them everything I can... Again they asked again for my bank statement which I sent but again it was not accepted.

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1 month ago
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Now they said they won't change my address until I verify my account but I can't verify my account until I send my "proof of address" which is not possible because I have my parents address on the page which I can't change

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1 month ago

I have now sent them residence certificate which states my old address and that i have moved to a new place and also when i moved

still was declined.

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1 month ago

They accepted my bank statements now finally.. now the verification tab is empty but i still have the notification that i have to verify so i guess i will be waiting for an email or something. i hope it gets solved now

Edited
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3 weeks ago

Dear Teemu,

Can you please advise what is the current status of the verification as a week has passed?

Looking forward to you response.

Regards,

Nick

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2 weeks ago

Dear Teemu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 week ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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