The player from Germany had experienced withdrawal issues, having waited over 8 days for his payout, which exceeded the casino's three-day policy. Despite regular communication with the casino's live chat, the issue had remained unresolved. After we had advised him to be patient and wait at least 14 days after requesting the withdrawal, the player confirmed that he had received his winnings. As a result, we had marked this complaint as 'resolved'.
NovaJackpot Casino - Player's withdrawal request is significantly delayed.
Amount: €300
NovaJackpot Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello, I requested a withdrawal on 23.04.24. Since then, nothing has happened and I'm only ever put off by the live chat with the same messages over and over. The terms and conditions state that this will take 3 working days. We are now on day 8. I hope you can assist me. I have not used any bonus money and can still log in as normal.
Automatic translation:
Public
Public
6 months ago
Dear 7m2w54zm5q,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
6 months ago
Translation
I was worried about my payout because of other people's bad experiences. This has been resolved. I have just received the money
Edited
Automatic translation:
Public
Public
6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, 7m2w54zm5q, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
