21 Nova Casino - Non payment of £7725

Benjamin O'Sullivan United Kingdom
posted on September 18, 2016.

On the 9th of April 2016 I won around £8000 playing at 21nova using a bonus issued to me as a new customer, I finished the wagering requirement and was left with £7,725. I withdrew the next day and received emails for verification purposes, sent everything promptly. Was asked to notarise my ID document and also a bank statement, which I did and emailed. After a ridiculous amount of chasing they got back to me and asked me to get it all re-notarised as part of my ID was cut off in the document, fine, I got that done and resent it, it's now been a month since they received everything and every time I chase up to find out what's happening I get the stock 'we're looking into this, we'll get back to you' response.

It's been months on end, I've sent notarised documentation twice (different bank statements as they wanted an updated one). There has been around 30 emails back and forth whilst I try to get somebody to actually update me properly and I've had no success. Awful customer service so far and I'd like to find out what exactly 21nova are playing at here and when I can expect to be paid.

posted on September 23, 2016.

Dear @benosull,

Please let us know if there's some update on your issue.

posted on September 28, 2016.

The complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.