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