NovaJackpot Casino - Refusing to verify my address

Dear @Yungroba,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Hello! Thank you for answering so quickly. Total amount for the withdraw is 350,00euro. They have now cancelled the withdraw request because for some reason they are unable to verify the address.

They have now blocked access to my account with no explanation.

Attached is also a screenshot from their webpage's q&a section which states that government letter is eligible for verification. I have sent them this screenshot and my tax letter (from government) again in hopes of that they will resolve this situation.

I have now received an email stating that my account is closed for "fake documents". This is outrageous! The documents were all real!

To be fair aftet multiple tries I also sent them a utility bill with my wife's name (because she pays the utility bills in our household) in hopes that they would accept the verification then but I guess this was the reason they felt the right to delete the account.

Hello,

We wanted to personally thank you for bringing your concerns to our attention. Your feedback is incredibly valuable to us.

Rest assured, we're taking your complaint seriously and have already begun a thorough internal review. Your patience during this process is greatly appreciated.

As soon as our investigation is complete, we'll reach out to you with our findings.

Kind Regards,
Novajackpot Team

Hi,

Thank you very much, I appreciate the response! We'll be in touch.

Regards,

< name removed >

Dear NovaJackpot Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hello,

We would like to confirm that this is still being internally reviewed.

We will post an update here when the review is complete.

Kind Regards,
Novajackpot Team

Thank you for your answer, I hope this will be resolved quickly.

Hello,

We would like to inform you, that we are waiting for you to provide a Proof of Address document in your name.

Please note that it should be a govern­men­t-r­eco­gnized document no older than 3 months in it's original format.

Thank you in advance.

Sincerely,
NovaJackpot team

Hello, thank you for answering. It is attached to this reply and is a tax letter issued by government. It has my full name and address.

Hello,

Please make sure to email it to us.

So that I can be reviewed by the relevant department.

Kind regards,
Novajackpot Team

Here is the document

Sure, I will send it also to your email suppor­t@n­ova­jac­kpo­t.com

Hello,

We would like to confirm that this is still being reviewed by the relevant department.

We will provide further updates in this space as soon as they become available.

Kind Regards,
Novajackpot Team

Thank you for responding. I will wait then.

Hello,

We are very happy to inform you that your withdrawal of 350 EUR has been successfully processed on our end.

Kind Regards,
Novajackpot Team

Hi, thank you very much! I am happy to hear that. I've yet to receive the funds on my end, but will update this thread, when i've received them

Hello, I still haven't received the funds. Is there any updates on your end? Did you send the money to the bank account that I paid with Via Zimpler?

Dear @Yungroba,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 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.

Hello, I still haven't received the payment from Nova Jackpot. I have checked my bank account every day.

Hello,

We would like to inform you, that your account has been verified.

As of now, we don't see any active withdrawal requests from you, however, feel free to request it, if you wish to do so.

Sincerely,
NovaJackpot team

I have now received the funds. I want to thank AskGamblers and Nova Jackpot for cooperating. This case has been resolved and can be closed.