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.
NovaJackpot Casino - Player's withdrawal is delayed due to KYC problems.
Amount: €13,000
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months 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.
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3 months 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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3 months 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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3 months 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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3 months 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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2 months 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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2 months 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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2 months 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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2 months ago
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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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2 months 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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2 months 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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2 months 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
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2 months 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
