NovaJackpot Casino - O levantamento dos prémios dos jogadores está atrasado.

I am filing this complaint against Nova Casino regarding a delayed withdrawal of funds. I initially chose this casino based on its high safety index (8.1) on Casino Guru.

​Timeline of Events:

​March 27, 2026: I deposited 2000 NOK. I did not claim any bonus.

​Wagering: I encountered some betting limitations while playing through my deposit, but I successfully completed the 1x turnover requirement (standard for anti-money laundering) and finished with a small profit.

​Withdrawal Request: Following the turnover, I requested a withdrawal of my full balance.

​April 3, 2026: After one week of inactivity, I contacted support. I received a generic response stating the request had been "forwarded to the finance department" for processing.

​April 7, 2026: After further follow-up, the casino replied stating they were waiting for documents to verify my account.

​Current Issue: Despite the email from support, the Verification/KYC page on my player profile explicitly states that "there is no need for verification" and provides no interface to upload documents, nor any replies to emails.

Summary of Grievance:

I have reached out to both general support and the KYC department to resolve this contradiction and offer my documents manually, but I have received no response.

It has now been two weeks since my initial request. The casino appears to be using "verification" as a stalling tactic, as they have neither processed the payment nor provided a way for me to satisfy their supposed KYC requirements.

​I am seeking Casino Guru’s assistance in facilitating this withdrawal and ensuring the casino provides a clear path for account verification if it is indeed required.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Apekatt,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your reply.

​My withdrawal was requested on 27th of March. As of today, April 10th, it has been 14 days, meeting your 14-day requirement for intervention.

​However, the casino's KYC department emailed me on April 7th claiming they need documents, while my account dashboard simultaneously states "No verification is needed" with no option to upload files.

​I have emailed their KYC teams multiple times offering my documents manually to resolve this discrepancy, but they have ignored all correspondence.

​Because the 14-day window has passed and the casino is providing contradictory instructions that prevent me from completing KYC, I kindly ask that you move this complaint to the next stage and contact the casino on my behalf.

Dear Apekatt,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you for following up on my case.

​Unfortunately, there have been no positive developments. The withdrawal has still not been processed, and the funds remain outstanding.

Despite my attempts to reach out, I have received no reply from their KYC department. As mentioned previously, I am in a contradictory situation where the casino's support team claims they are waiting for documents, yet my account dashboard still states that no verification is required and provides no way to upload them.

At this stage, it has been over two weeks since my initial request, and it appears the casino is simply stalling.

Dear Apekatt, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Karla,

​Thank you for your follow-up and for looking into my case. To provide you with a full overview of the situation, here are the answers to your questions:

​Have you made any successful withdrawals before?

No, this was my first deposit at Nova Casino, and this is my first withdrawal attempt.

​Could you please confirm that you have passed the KYC verification?

This is the core of the issue. As shown in the screenshots I have provided, my account dashboard explicitly states "no need for verification" and does not provide any interface to upload documents. Despite this, the casino’s support team claims the withdrawal is held due to missing documents. I have contacted their KYC department multiple times to resolve this discrepancy and offered to send documents via email, but I have received no response from them.

​Did you accumulate your winnings with or without an active bonus?

I played with raw funds only. No bonus was taken or active during my play.

​Did you play casino games or bet on sports?

Casino games. I have successfully completed the required turnover of my deposit.

​Communication with the casino:

I have already posted recent screenshots of my dashboard showing the "no verification needed" status. I have also posted their recent replies and my attempts to reach KYC.

​In my most recent contact with support, they simply stated that the process is "ongoing," yet they refuse to provide a timeline or open the KYC portal so I can satisfy their supposed requirements.

​It has now been over 18 days since my initial withdrawal request, and I believe the casino is intentionally obstructing the process. I look forward to your intervention.

The casino have opened for verification. Documents have been submitted.

Dear Apekatt,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Romi, (romana.r@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you Karla, much appreciated.

The account is now fully verified after KYC finally opened for documents yesterday.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Apekatt,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi