NovaJackpot Casino - Povlačenje igrača je odloženo.

Like many others who have already filed complaints here, my withdrawal is being intentionally delayed.

The verification process has not been activated, and standard responses are being sent from support.

The support email does not respond at all.

When I asked for the regulatory authority's email in live chat to file a complaint there, I was repeatedly referred to the internal support email.

A total of 650 EUR in withdrawals is pending. I did not use any bonuses.

Wie bei vielen anderen die hier bereits Beschwerde eingereicht haben, wird auch bei mir die Auszahlung bewusst verzögert.

Der Verifikationsprozess wird nicht aktiviert und es werden die standardtexte beim Support gesendet.

Die Support E-mail antwortet erst gar nicht.

Als ich im livechat nach einer E-mail der Regulierungsbehörde gefragt habe um mich dort zu beschweren, wurde ich immer wieder nur an die hauseigene Support E-Mail verwiesen.

Insgesamt sind 650 Euro zur Auszahlung offen. Ich habe keinerlei Bonus genutzt. 

Dear peterhh1976,

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 you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format? Or were you unable to provide any documents at all?

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,

Kristina

I cannot submit any documents because your finance department has not processed the withdrawal request for days and the option for me to upload my documents is not even activated.

Ich kann keine Unterlagen einreichen weil ihre Finanzabteilung die Auszahlungsanfrage seit tagen nicht bearbeitet und die Option das ich meine Unterlagen hochladen kann, gar nicht freigeschaltet ist.

You can see very clearly how quickly the casino tries to resolve the cases. Another day has passed and they are unable to process the case.

Man sieht sehr gut wie schnell das Casino bemüht ist die Fälle zu klären. Wieder ein Tag vergangen und sie schaffen es nicht den Fall zu bearbeiten.

Money has been paid out. You can delete the case. Thank you for your help.

Geld wurde ausgezahlt . Sie können den Fall löschen. Danke für die Mithilfe.

Dear peterhh1976,

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,

Kristina

Casino.Guru