HomeComplaintsNovaJackpot Casino - Player’s withdrawal is delayed due to conflicting information.

NovaJackpot Casino - Player’s withdrawal is delayed due to conflicting information.

Amount: €55,600

NovaJackpot Casino
Safety Index:High
Submitted: 23 Nov 2024 | Case closed : 15 Dec 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 days ago

The player from Germany faced confusion regarding withdrawal, as different employees provided conflicting information about the need for account verification. While one employee assured that the payout would be processed soon, another claimed verification was required, leading to uncertainty about the status of the withdrawal. The issue remained unresolved as the player did not respond to follow-up questions from the Complaints Team, resulting in the complaint being rejected.

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3 weeks ago
Translation

One employee claims that I will soon receive my payout, while another says I need to verify myself (my account details say I don't need to verify). Another even confirms the next day that I don’t need to verify and claims he has forwarded the issue with my payout to the finance team and prioritized my case...

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3 weeks ago

Hello Paul666,

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 if it's your first withdrawal from the casino?
  • Since when is the current withdrawal pending
  • When was the last time you spoke to the casino and what was it about?


Please note that we recommend to wait at least 14 days for your withdrawal to be processed and I would recommend to verify your account anyway as it makes the withdrawal process faster in the future.

Looking forward to your answer.

Regards,

Nick

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3 weeks ago
Translation

Hello Nick,

This is the first payout. The payout process has already taken 11 days.

The last time I wrote to the 24/7 support was 3 days ago.

MFG Paul

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3 weeks ago
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if anyone has made progress on this site... please let us know how you did it and if you were successful.

mfg

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3 weeks ago
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Correction: Today after 9 days the first payout of 300€ came... (in the description of the casino it says that payouts take 3- maximum 5 days...)

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3 weeks ago
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They let a €300 payment go through... I've now made €86,000... But if I can't continue to pay out the money, all that money is of no use to me... Please do NOT play on this fraudulent site!!! It's sad that this site cannot be blocked by the government responsible for it... All I can say is "Curacao" please do not play on online casino sites from abroad... get better information. I won't make the same mistake again

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2 weeks ago

Hello Paul666,

Did you verify your account after all? It might allow you to maybe withdraw more.

However, even after the verification, according to the casino rules, the maximum withdrawal you can request daily is 500€.

Can you also confirm that the dispute amount is now 86000€?

Additionally, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

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1 week ago

Dear Paul666,

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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3 days 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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