Hi!

i made a 30 euro deposit while using a 100% bonus and i managed to wager the bonus and win 800 euros, Novajackpot paid me first 500euros but after that i got a email that rest of my funds were confiscates, and i got this email about the confiscated funds and i were very vague and not specific. I’m very sad right now

Hello briitukka,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NovaJackpot Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Why did you receive the 500€ at all if they claim you breached the bonus terms?
• When was the last time you spoke to the casino and what was it about - did they explain the reason for their action?

Looking forward to your answer.

Regards,

Nick

hi!

I could not verify my account on this site because they always denied my bank statements but everything else i could verify, but now i cannot log in to my account anymore. And i have no idea why they paid me 500 euros and not the rest. Last time when i spoke with them it was about the confiscated funds and the live chat told me that everything is coming to my bank account but then 1 minute later he said the funds were confiscated. I have all the screenshot from these live chat messages. And the email about the funds that got confiscates states that breaking the terms and conditions 9.1 which outline that the website is strictly for personal entertainment purposes only. No further explanations were given. I haven't broken any rules on this casino site.

Hello briitukka,

Please forward those screenshots and any additional evidence you have supporting this case to [email protected].

Was it your first deposit and first bonus you claimed in the casino?

Is there any way you can request additional information or your betting history from the casino's e-mail support (please do not ask it from live chat as they have no such competence as the e-mail support)?

Regards,

Nick

Hi Nick,

I just sent those screenshots to your email. I don't think this was my first deposit bonus on Novajackpot. I'll try to ask for the betting history.

Hello Briitukka,

Given the circumstances, it appears there may have been a breach of the casino's bonus conditions. However, since it is not entirely clear which condition might have been violated or whether a breach truly occurred, I will forward your complaint to my colleague, Michal ([email protected]), who will assist you further.

Wishing you the best of luck in resolving the matter.

Kind regards,

Nick

Hello Briitukka,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite NovaJackpot Casino to join the conversation.

Dear NovaJackpot Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at [email protected]

Hello,

We can confirm that this has been internally escalated.

When there is an update we will post it here.

Kind Regards,

Novajackpot Support

Thank you for your reply, NovaJackpot Casino. I await your clarification regarding the matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for all your messages with information and supporting evidence, Nova Jackpot Team.

Dear Briitukka,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created from the same or very similar IP address linked with the same user agent, password, and financial transaction between the accounts. Under these circumstances, I will not be able to help you, and this complaint will now be rejected. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions outlined in Rule 3.2. and Rule 9.1, as communicated by the casino team earlier. Considering the weight of this evidence, we find ourselves in agreement with the casino's decision, as they have acted in accordance with their terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru