NovaJackpot Casino - La retirada del jugador se retrasa.

Hello,

I made a withdrawal and was then asked to send documents for account verification. I submitted these on May 13th and have yet to receive any feedback. In the live chat, I am always told the same thing, that my request is currently being processed.

I hope you can help me with this.

Hallo

Ich habe eine Auszahlung getätigt. Daraufhin sollte ich Dokumente zur Kontoverifizierung einsenden. Diese habe ich am 13.5 eingesendet und noch keine Rückmeldung erhalten. Im Live-Chat immer immer das gleiche gesagt, dass meine Anfrage aktuell in Bearbeitung ist.

Ich hoffe sie können mir dabei helfen.

Dear Darkcreaser, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Hello

I submitted:

Identity card photo

Screenshot of a bank account showing the IBAN, BIC and owner

Photo of a used credit card

Selfie photo with my ID

Photo of an invoice for address verification

Transaction history of two bank accounts

I sent everything 3 hours after the request arrived on 13.05.2024

Best regards

Hallo

Ich habe eingereicht:

Personalausweisfoto

Screenshot eines Bankaccounts wo die IBAN, BIC und Eigentümer zu sehen ist

Foto einer benutzen Kreditkarte

Selfiefoto mit meinem Ausweis

Foto einer Rechnung wegen Adressabgleich

Transaktionshistory von zwei Bankaccounts

Ich habe alles 3 Stunden nachdem die Aufforderung eintraf abgeschickt am 13.05.2024

Liebe Grüße

Thank you for the explanation. Do I understand correctly that you have received no message from customer support regarding your verification yet? If you have some communication with live chat or with support agents via email that could be relevant to the investigation, please forward it to me. My email address is veronika.l@casino.guru. Thank you.

Hello Veronika

Exactly.

Since May 13th I have not received any feedback on how far the verification process has progressed.

And the live chat always gives the same answer that the request is currently being processed.

Greetz

Hallo Veronika

Ganz genau.

Seit dem 13 Mai habe ich keine Rückmeldung erhalten wie weit der Verifizierungsprozess ist.

Und der Live-Chat gibt einem immer die gleiche Antwort, dass die Anfrage gerade in Bearbeitung sei.

Greetz

Thank you very much, Darkcreaser, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Darkcreaser, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite NovaJackpot Casino representative to join this conversation. 

Dear NovaJackpot Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello,

Thank you for bringing this to our attention.

We can confirm that this has been internally raised.

After the review of the case is complete we will post an update here.

Kind Regards,

Novajackpot Team

Good day

How long can this take?

It has already been 24 days since I submitted the documents and I still have not received any feedback?

Best regards

Guten Tag

Wie lange kann das denn noch dauern?

Es sind bereits 24 Tage vergangen nach meiner Einsendung der Dokumente und ich habe immer noch keine Rückmeldung erhalten?

Liebe Grüße

Good day

Unfortunately, I have not received any response from the casino yet.

Best regards

Guten Tag

Ich habe leider noch keine Rückmeldung des Casinos erhalten.

Liebe Grüße

Dear Darkcreaser, 

thank you for the update.

Dear NovaJackpot Casino, 

have you finished with your review, please? Is there any news regarding this case?

Dear Customer,

Thank you for your message.

Unfortunately, we do not have your email with the documents.

Could you please send the requested documents to support@novajackpot.com? We will make sure to check the documents with priority when you send them.

Thank you in advance.

Best regards,

NovaJackpot Team

Hello

I have just sent the documents again.

The first email went to kyc@novajackpot439874.com

I also received an email requesting that I submit the documents there.

Why am I being told that my application is being processed if the documents have not arrived and why does it take a month to be told this?

Best regards

Hallo

Ich habe die Dokumente soeben wieder verschickt.

Die erste E-mail ging an kyc@novajackpot439874.com

Ich habe auch von der E-Mail die Aufforderung bekommen, dass ich die Dokumente dort einreichen soll.

Wieso wird mir denn gesagt, dass mein Antrag in Bearbeitung sei, wenn die Dokumente nicht ankamen und warum dauert es einen Monat bis mir das gesagt wird.

Liebe Grüße

Dear Darkcreaser, 

thanks for the update. Let's now wait for your verification to be processed.

I am worried the email address kyc@novajackpot439874.com is not legitimate. Please be careful where you send your personal information.

Good day

As far as I know, the URL of the casino is also https://novajackpot439874.com/en/, so I have no concerns there.

Many thanks for your help

Best regards

Guten Tag

Soweit ich weiß lautet die URL des Casinos ebenfalls https://novajackpot439874.com/en/. Von daher habe ich da keine Sorge.

Vielen Dank für Ihre Hilfe

Liebe Grüße

Good day

Unfortunately, I still haven't received a response, although my request should be processed with priority.

Best regards

Guten Tag

Ich habe leider immernoch kein Rückmeldung erhalten, obwohl meine Anfrage vorrangig bearbeitet werden soll.

Liebe Grüße

Dear Darkcreaser,

I understand that waiting can be frustrating, however casino had only 2 business days to work on your case so far. Please remain patient and keep us updated if anything new arises.

Hello,

Thank you for providing us with the documents, they are currently being checked by the relevant team.

Please be on the lookout for our emails for updates.

Best regards,

Novajackpot Team

Dear NovaJackpot Casino, 

thanks for the update.

Dear Darkcreaser,

please let us know once you receive any new information from NovaJackpot casino.

Hello

I received an email from the casino saying that my verification failed due to terms and conditions 3.2 and 4.1.

I have to provide my bank details so that my last deposit can be refunded.

Best regards

Hallo

Ich bekam eine Mail vom Casino, dass meine Verifikation fehlgeschlagen ist wegen der AGB 3.2 und 4.1.

Ich soll meine Bankdaten zu Verfügung stellen, damit meine letzte Einzahlung zurückerstattet werden kann.

Liebe Grüße

Dear Darkcreaser,

thanks for the update.

Dear NovaJackpot Casino, 

can you please elaborate what exact rule in your terms and conditions was broken?

Dear Katarina,

Thank you for your message.

Please be informed that we sent you an email to katarina.d@casino.guru.

Looking forward to your reply.

Best regards,

Novajackpot Team

Thank you NovaJackpot Casino,

I have received your email.

Dear Darkcreaser,

I am currently investigating the information provided by the casino. I will inform you of any new development as soon as possible.

Dear Darkcreaser and NovaJackpot Casino,

After several days of exchanging emails between the casino and the player, I kindly request that everyone replies to the original complaint within the existing thread rather than communicating via email.

Replying within the thread allows us to link all relevant information to the correct issue and gather important details in one place. You can reply to your existing complaint by following the "Link" from the notifications sent to your registered email, and the same applies to the Casino Representative.

If you need to forward any relevant communication or screenshots, please send them to me at katarina.d@casino.guru. However, all other communication should remain within the official thread and not be conducted via email or Skype.

Your cooperation in this matter is highly appreciated.

Dear NovaJackpot Casino,

will you be able to consider starting the verification process for Darkcreaser account, please?

Hello dear teams,

I wanted to find out what the current status is.

Best regards

Hallo Liebe Teams,

Ich wollte mich mal erkundigen, wie denn jetzt der aktuelle Stand ist.

Liebe Grüße

Dear Darkcreaser,

thank you for your patience. I am waiting for casino representative to get back to me. I will post here as soon as I hear back from them.

Dear Katarina,

Please be informed that we responded to your email.

Best regards,

Novajackpot Team

Dear NovaJackpot Casino,

thank you for your reply.

Dear Darkcreaser,

The casino has provided evidence confirming that you have breached the terms and conditions by depositing from someone else's bank account. You yourself confirmed it was true. It is very common for casinos to place such restrictions, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved. The complaint will now be rejected.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Kind regards,

Katarina