NovaJackpot Casino - Player's withdrawal is repeatedly cancelled.

Hey,

I have made the first money withdrawal request on 11.2. After this, the requests have been canceled by the casino time after time and I have not received any kind of message or explanation as to why.

My emails are not being answered. Every time I try to get in touch there is a different person on the other end of the line and I have to explain it again. And we're told to just wait and wait.. well, I've been waiting for 3 month already.

You can't get an answer from the customer service representatives why it is not possible to withdraw the money. The authorizations are fine, but they are still being questioned all the time. And a document of bank transactions is not accepted even if it is from the right time and the deposit is visible.

I've tried changing the pa method, but that didn't help either. Every time the withdrawal request is canceled I have to make a new one and wait moreThis is a scam casino and I will not get my winnings. In addition, I worry about what they will use the information about me for.

Dear Sane,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Which payment method did you use previously? Was it the same one you tried this time?
• Could you please clarify if your account has been verified?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi

- the payment method for the deposit was Zimpler S bank

- Account confirmation documents are always requested again, even though I have previously received information from the casino that my account confirmation should be OK. But they still don't accept a document from bank transactions even though it is in the right format and from the right time.

- The welcome bonus was already recycled when I made the first withdrawal request

Thank you very much for your reply, Sane. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I can't send it because chat conversations aren't saved and my e-mails haven't been answered

Thank you very much, Sane, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Sane,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear NovaJackpot Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what was the reason for rejecting the player's withdrawal requests? Have you received all the necessary documentation from the player for KYC?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello,

Thank you for bringing this to our attention.

I can confirm that your concern has been internally escalated to the relevant team for a thorough review.

We are committed to resolving this as quickly as possible and will provide updates here once we have more information.

Kind Regards,

Novajackpot Team

Thank you, NovaJackpot Casino. I will reset the timer for another week, I hope we will hear about any updates from your side in the set timeframe.

Hello

Thank you for reaching out!

Please be informed that we are still waiting for the customer to provide the following:

 A transaction history of the account FI38393****8839 for the period of 15.01.2024 until 15.02.2024 showing all incoming and outgoing transactions including deposits to us in original PDF file.

As we see in the document submitted before - the deposit made to us is not visible.

We must, once again, emphasize that the provided bank statement should contain all incoming and outgoing transactions.

Thank you for your understanding.

Best regards,

NovaJackpot team

Thank you, NovaJackpot Casino.

Dear Sane, could you please provide the casino with the document with the details the casino representative mentioned in their reply?

Earlier you mentioned that a document of bank transactions wasn't accepted. Could you please forward the rejected document to me? My email is natalia.b@casino.guru

I have already submitted the necessary document several times to the casino. As I have already told the casino's customer service several times that the deposit is on the bank statement with the date 12.2. because 10.2. was a weekend. But this information just doesn't get through. No matter what kind of document I submit, everything will be rejected. The bank statement shows all payments sent and received, it has been sent to me by the bank, it cannot be edited by myself.

I'll send the document to you Natalia. I don't even have the energy to put it in the casino anymore because they don't accept it. You can't get another document from the bank, so I don't know what the casino's problem is.

Dear Sane, the casino representative informed me that they haven't received your documents, therefore I have just forwarded the bank statement you sent to me via email. It will take some time for a review.

Dear NovaJackpot Casino, please let us know as soon as there will be any updates.

Hi, I've sent it at least two or three times 😄 now the casino is lying

Dear all,

Thank you for your patience!

Please be informed that the customer's account has been verified.

Best regards,

NovaJackpot team

Thank you for the updates, NovaJackpot Casino.

Dear Sane, can you please confirm it? Let me know if you are now able to request a withdrawal again.

Thank you!

Hi Sane, could you please update us if you have already received the withdrawal?

Hi, I haven't received everything yet because you can only withdraw €500 at a time, but now the withdrawal of the money was finally successful!

That's good to hear, Sane. Let me know when you receive the whole amount so I can update the status of your complaint.

I have just received the following email from the player:

Now all winnings have been paid.

Dear Sane,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

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,

Natalia

Casino.Guru