Document refusal

I am filing this complaint against Novajackpot Casino due to systematic delays in processing multiple withdrawal requests totaling 138,792 HUF.

The pending transactions are as follows:

1. 29,760 HUF (Requested: Feb 18, 2026 | ID: 89dd750e-defa-400a-a4de-577fd36bc82c)

2. 33,000 HUF (Requested: Feb 21, 2026 | ID: 2f65782e-9f96-48ec-b862-ac0ade547189)

3. 76,032 HUF (Requested: Feb 21, 2026 | ID: 02a87e52-ba9e-4493-9788-26d8bd0b42ed)

According to the casino's Terms and Conditions, withdrawals should be processed within 3 business days. My oldest request from February 18th is now significantly overdue (5+ business days).

Furthermore, the support team has provided contradictory and unrealistic information. Most recently, on Feb 25th, an agent (Suzana) claimed my payments are scheduled for March 1st. March 1st is a Sunday, which is not a business day, leading me to believe these are intentional stalling tactics.

I am requesting the immediate approval and processing of all three pending withdrawals. I have attached screenshots of the pending transactions as evidence.

I got a withdrawal of over 5K and the 3-day period is over i need my money

My account says I dont need any verification and I still can't get any withdrawal of any form.

Never used any bonus or any form i just want my money they dont pay out in the expected time ...

Please I expect you to pay my winning as soon as possible it is taking too long

I requested a withdrawal of $300 on the 19th September 2024, I waited 3 working days as set out in their terms and conditions and then received an email to say my withdrawal was cancelled.

I messaged them on the 24th September to ask why and they said it was cancelled by my payment provider. Then they said to use the same payment method that I used to deposit (which I had already done), use google chrome as my browser (which is what I use already), clear cache and cookies and request another withdrawal. They advised they would escalate my request. I took their advice and 3 working days later they cancelled it again (no escalation in sight).

I’ve requested a third withdrawal directly to my bank account using their advice and am now on the third working day of waiting. I messaged their live chat and was told I either entered the wrong information when withdrawing or my bank placed a restriction on my account (which I’ve received no messages from my bank stating this).

The live chat was horrible as it dropped out 3 times and I had to restart my conversations again with different people. I was messaging Danica on live chat who said if it cancels again she would do another payment manually and when I asked her to escalate my request I was logged out of my account (by Nova). I sent them an email around 8 hours ago for help and just now again with no responses. I honestly don’t know how they are still in business as it seems they just want you to give up withdrawing by making it as hard as possible to get your money.

Please help me to get my withdrawal.

My withdrawals are delayed and I am getting the same response every time there is delay with financial department. I can understand that it may sometimes delay but I also expect a casino to have enough employees and systems to make payouts and handling procedures stable since thousands of players are playing and payments are getting maid to them

I have total of 3 pending withdrawals. 160.000 HUF per withdrawal. My first withdrawal is done on the 21th of August. My 2nd withdrawal is done on the 23th of august and my third withdrawal on the 25th of august. According to there terms which I have read all withdrawals are handled in 3 business days. The first withdrawal is now on the 6th business day and the other 2 are now on the 4th business day. All of them are delayed. I had contact a few times with them now via mail and chat. And I get the same answers that they have made an urgency to the financial department or that the payout is processing or that they have delay because of lot of payouts they have at the moment. Or that a withdrawal was completed but it takes time because of the payment method. I heard every excuse already.

No verification is required for my account or requested by them.

I used the same Visa card to request the withdrawal as I used to deposit money. So no difference in that. And I already received one withdrawal in the past from them once so there was no issues then and no issues with account or payment method then or any excuse then. So there should be no excuses this time.

These withdrawals are now all delayed and I would like to receive them. I can understand again a delayed payout or busy situation, but that should not take so long to resolve.

Please assist in receiving my withdrawals as soon as possible.

I have been trying to make a withdrawal from NovaJackpot of NZD$700 since April 23rd.

I have emailed [email protected] 4 times now to ask for assistance, reasons for the withdrawals being declined, and to complain. It is stated on the website that cancelled or declined withdrawals will be explained by email but this is not my experience.

The one response I did receive to an email was when I wrote to cancel a withdrawal as I realized I entered details incorrectly. This email was responded to rapidly.

This makes me wonder why it is so easy to deposit. So easy to cancel a withdrawal but nearly impossible to withdraw money.

I have tried withdrawing to VISA (same card I deposited with) twice, and bank transfer twice. All of these transactions were declined.

I have checked details very closely as on early withdrawal attempts I ended up waiting 7 days so I didn't want to get it wrong.

I have followed all live chat help desk instructions including the clearing of cache, using different browsers etc.

I have also confirmed that my deposits are within accepted limits.

I have been on live chat probably 30 times for over 2 hours and have been disconnected from chat several times and eternally thanked for my patience but no real assistance toward an outcome offered.

Support email does not respond and I am feeling completely helpless and to be honest, wonder if there is a finance department.

I really just need someone to see this through to resolution and to answer my emails.

I don't want to be rude but I am so frustrated and being locked out.

I would like to withdraw my money from Nova Jackpot casino, I would truly appreciate AskGambler's assistance in doing so, as I have been trying to withdraw my funds from Nova Jackpot since the 3rd of April 2024!

They made me agree during the signing up process to their terms and conditions agreement, in which it is clearly stated that they process withdrawal requests in 3 days from the following day the request was lodged!

There was no bonus connected to my deposits or outstanding wagering on the funds I’ve been requesting to withdraw!

I’ve lost all patience dealing with them, as I’ve had delays and excuses!

I’ve had to make 4 requests up to date with varying delays in processing times, for the money to be deposited back into my Nova Jackpot account and not my bank account as it should have been 4 weeks ago!!

My 1st request (credit card) of $600 was a 6-day processing delay,

My 2nd request (credit card) of $600 was a 9-day processing delay,

My 3rd request (bank transfer) of $500 was a 13-day processing delay,

My 4th request (bank transfer) $480 was a 6-day processing delay and yesterday the money showed up back in my nova jackpot casino account and not my bank account as it should have been 1 month ago!!!

I’ve had nothing but excuses and bottomless guarantees of priority processing of my last 3 requests, almost every live chat I receive automated responses and no actual information about my current request, and on multiple occasions I’ve been logged out of my account mid-way in a chat with a customer support representative for inactivity immediately after sending a message!!!

I’ve attached what live chats I’ve recorded, but there have been many more similar!!

Thank you kindly <full name removed>

I originally attempted to withdraw 750 on April 26th. It was canceled on their end.

When I inquired I was told to contact support. I did contact support and sent them all the documents needed. When I then spoke to live chat they told me I was verified.

So April 29 I resubmitted my withdrawal. I have emailed support twice (no reply) and spoken with live chat countless times to be told "It's being processed. You can trust your money is safe" and on one account told "It's hold be here today" That's was 3 days ago.

There is no way I can talk to the processor as I was told today.. just sit tight and wait. "They are working on it".

No one can tell me who has my money right now.

On April 25th and 26th, I initiated two withdrawals of 500 euros each from my account. As per the casino's terms and rules, withdrawals are supposed to be processed within 1-3 business days. However, despite adhering to all the requirements and not utilizing any bonuses, my withdrawals are still pending as of the 4th business day.

I didn't use any bonus and this is the first time I have tried to withdraw from this casino. Also my account doesn't need kyc verification.

While I understand that delays can occur, I find it disheartening that the casino's stated timeframe for withdrawals is not being honored. It creates a sense of unease and undermines the trust and transparency expected from a reputable establishment.

I believe it's essential for players to be informed about such experiences to make informed decisions. My intention in sharing this is not to discredit the casino but to highlight the importance of transparency and accountability in the online gaming industry.

Thank you for your attention, and I hope this serves as a constructive reminder for both players and operators alike.