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Complaint Against Nova88 – Unfair Refusal to Process Cryptocurrency Withdrawal

Dear Casino Guru Complaint Resolution Team,

I am writing to file an official complaint against the online bookmaker Nova88 regarding their refusal to process my legitimate withdrawal.

I have been staying in Thailand for the summer, but I am a resident of Russia. During my stay, I decided to play at Nova88 and funded my account exclusively with cryptocurrency. After winning, I attempted to withdraw the funds to the same crypto wallet I used for the deposit, which fully complies with their published withdrawal policy.

However, Nova88’s support team is refusing to process the withdrawal, claiming that the first withdrawal must be made to a Thai bank account. This creates the following issues:

 1. I am not a Thai citizen, and I do not have a Thai bank account.

 2. According to Nova88’s official withdrawal policy, withdrawals should be made using the same method as the deposit — which in my case is cryptocurrency.

 3. The support team only replies with template responses and has not provided any official documentation to justify their position.

I believe this situation is unfair and misleading, as Nova88 is not adhering to its own policies and is effectively blocking access to my winnings.

I kindly ask Casino Guru to review this complaint and assist in resolving the dispute. I am ready to provide all necessary evidence, including chat screenshots, transaction confirmations, and other relevant documents.

Thank you for your time and support.

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Which country did you select during the account registration process?

Did you provide accurate and truthful personal information when registering?

Could you please share your communication with the casino regarding your withdrawal issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru