HomeComplaintsNovaJackpot Casino - Player’s withdrawal requests are repeatedly rejected.

NovaJackpot Casino - Player’s withdrawal requests are repeatedly rejected.

Amount: €200

NovaJackpot Casino
Safety Index:High
Submitted: 20 Sep 2024 | Case closed : 13 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 weeks ago

The player from Finland had made three withdrawal attempts since 8/26, all of which were rejected, first to Visa and then to her bank account. She expressed frustration over the lengthy process, noting that it had been over three weeks since the initial withdrawal attempt. The issue was resolved when the casino notified her that the withdrawal had been paid. However, without her confirmation of receiving the winnings, the complaint was ultimately rejected.

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1 month ago
Translation

I tried to withdraw for the first time on 8/26 to Visa, but it was rejected. Apparently, the system administrator rejected it. The next attempt was to my bank account on 9/6. Same story as with Visa. Now I'm trying again with Visa. The withdrawal was initiated for the third time on 9/13. Now I'm waiting to see if it will be rejected again? In my opinion, three weeks and two days is an unreasonably long time since the first attempt. I've never experienced anything like this at other casinos. What should be done now?

Automatic translation:
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1 month ago

Dear Pipsa,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your withdrawal attempts.

To help us understand your situation better and assist you more effectively, could you please clarify the following:

  • Have you received any specific reasons from the casino regarding why your withdrawals were rejected?
  • Have you reached out to the casino’s customer support to inquire about the status of your withdrawals, and if so, what responses did you receive?
  • Are there any specific terms related to withdrawals in the casino’s policies that you’ve seen that might be relevant to your situation?

Your cooperation is crucial for us to proceed with this case and work towards a resolution. Without your input and these additional details, we won’t be able to move forward effectively. If you have any further communication or documentation regarding your withdrawal attempts, please feel free to 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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1 month ago
Translation

Today there was a notification from the casino that the withdrawal was paid, so you can probably count on that now.

If the money is not received, I will contact you again.

Automatic translation:
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1 month ago

Hi Pipsa,

Have you received your winnings already, please?

Thank you.


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1 month ago

Dear Pipsa,

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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2 weeks ago

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.


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