NovaJackpot Casino - Document refusal

Hello,

Thank you for your feedback.

We understand your frustration, and we want to clarify that we are still actively working to resolve this.

However, we have requested the specific transaction history for the timeframes when the deposits were made into your account. These documents are necessary for us to verify your account and process your withdrawal. Unfortunately, the documents you’ve provided do not meet our requirements, as we have explained multiple times through various communication channels.

We truly want to get this matter resolved for you, but without the correct documents, we are unable to verify your account and release the funds. We are committed to providing a fair and transparent process, and we kindly ask that you send us the required transaction history so we can continue with the verification.

Thank you for your patience, and we look forward to resolving this as soon as possible.

Best regards,
NovaJackpot Team

I repeat, my bank cannot modify the transaction history for the card, which is generated automatically. That's why they provide me with the cardholder certificate. That's why I'm giving you two documents to prove that my card is indeed included in this document.

Hello,

Thank you for your response.

We understand that your bank is unable to modify the card transaction history and that you have provided a cardholder certificate in addition to other documents. However, we must reiterate that the player has not provided the transaction history covering the specific timeframes when the deposits were made into the account, which is required for us to verify the account.

Our fraud and verification team requires this exact transaction history in order to complete the verification process and proceed with the withdrawal. Unfortunately, the documents provided so far do not meet these requirements, as they do not include the requested transaction history.

Without the required documents, we are unable to verify the account and therefore cannot process the withdrawal. This requirement has been communicated multiple times through various communication channels and applies equally to all players under our security and regulatory obligations.

We remain committed to resolving this matter as quickly and fairly as possible. Once the requested transaction history is provided, our fraud team will immediately continue with the review and withdrawal process.

Thank you for your cooperation.

Best regards,
NovaJackpot Team

Dear @mimi2607,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

You're asking me for all the transactions from September 10th to October 10th. So I'm sending you my bank statements from September 1st to October 30th. They include all deposits, withdrawals, and transfers, as well as the cardholder's certificate. What's the problem?

Hello,

Thank you for your message and for your continued cooperation.

We are pleased to confirm that we have now received and reviewed the documentation you provided, and your account has been successfully verified.

At this stage, we kindly ask that you please submit a withdrawal request from your NovaJackpot account. Once the withdrawal is requested, it will be processed in accordance with our Terms and Conditions and standard withdrawal procedures.

Should you need any assistance with submitting the withdrawal or have any further questions, our support team is available to help.

Thank you for your patience throughout this process, and we appreciate your cooperation.

Best regards,
NovaJackpot Team

Dear @mimi2607,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Thank you, the withdrawals are unlocked and the complaint is resolved.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.