The player from Italy had been attempting to withdraw funds for three days and received no response from the VIP Manager. He learned that Revolut was not accepted and provided a new IBAN but still sought assistance to complete the withdrawal. The Complaints Team set an additional 8-day timer for the casino to process the payment. However, the player subsequently lost all his winnings. The Complaints Team explained that options were limited since the player had played through his winnings and emphasized the importance of patience and prompt communication in the future.
NovaJackpot Casino - Player’s withdrawal request is delayed.
Amount: €8,428
NovaJackpot Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
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4 months ago
Translation
Good morning,
I have been writing to my VIP Manager Valentina for two days now without any response.
I have been trying to withdraw funds for three days and only today was I told that Revolut is not among the accepted methods.
So, I entered a new IBAN from a bank account under my name.
I would simply like to withdraw the funds and would appreciate some assistance.
Automatic translation:
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4 months ago
Dear Pinkman777,
Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve experienced with the casino.
To help us better understand and investigate your situation, could you please provide more details on the following points:
- When you were informed that Revolut is not an accepted method, did the casino provide a list of alternative withdrawal methods?
- Have you successfully made withdrawals from this casino before? If so, could you provide details of those transactions?
- Did you receive any specific error messages or responses when you attempted to withdraw using the new IBAN?
- Have you received any communication from your VIP Manager Valentina or any other casino representative since you first raised this issue?
If you have any relevant communications or documents, please forward them to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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4 months ago
Translation
Good morning, I was only informed this morning that the method was not accepted.
I have a withdrawal limit of 1,000 per day, I had made 3, all rejected.
I have already successfully withdrawn from this casino and, I don't want to be wrong, also once with Revolut.
The withdrawal with IBAN is pending.
I've been trying to contact Valentina again via email for the last few minutes.
If you need any further information let me know.
Automatic translation:
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4 months ago
I fully understand your frustration, Pinkman777. However, I will set the timer for additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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4 months ago
Translation
In the meantime I lost everything as they wanted
Automatic translation:
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3 months ago
Hi Pinkman777,
Regrettably, since you have already played through your winnings, our options are limited. Please remember that players are solely responsible for their accounts, active balances, and all wagers placed. In the future, we encourage you to contact us as soon as any issues arise so we can intervene promptly. Additionally, please exercise patience with delayed withdrawals.
I genuinely wish I could offer more assistance.
Best regards,
Petronela
Casino.Guru
