The player from Germany had been waiting since April 25th for a 500 Euro payout, after depositing over 720 Euros. He reported that he was blocked from chat and received no replies to his messages. After a two-week wait, the player had received his winnings. We had marked the complaint as 'resolved' in our system.
NovaJackpot Casino - Player is experiencing delayed response and payment.
Amount: €500
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
1 month ago
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1 month ago
Translation
I have been waiting for my payout of 500 Euros since April 25th and have already deposited more than 720 Euros. The chat has been blocked and I can only contact support by message. I get no response to my messages. This casino is not playing fair with its customers. I have considered involving the affiliate manager.
Automatic translation:
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1 month ago
Dear saad955,
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,
Veronika
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1 month ago
Translation
According to my account, no verification is necessary. I also don't get any answers from support about my withdrawal. A transfer can't take several weeks in a reputable casino. I will contact affiliate manager
Automatic translation:
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1 month ago
Since now it's been exactly 14 days since you requested your withdrawal, could you please advise if you received your winnings?
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1 month ago
Dear saad955,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
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,
Veronika
Casino.Guru
