NovaJackpot Casino - Spelare upplever svårigheter med KYC-verifiering.

Kyc process doesnt go to approved, i have sended the files 3 times for now they want from me and always it denied and then i ask chat what is the problem they just say same thing all over that u need to send this and this

Dear Konakuski, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved?

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

Best regards, 

Veronika

The driver's license photo and address have gone through, but they want a pdf file of the bank statement for certain days, which I have now sent in pdf format 3 times and it is rejected every time, the customer service just says that they will contact a certain department and they will look through it and it is always the same thing that it does not go through.

They also claim that they always send an email if there is something wrong with the matter, but I haven't received a single email about it and I always have to go to the live chat to ask what needs to be sent to the kyc process and always get the same answer that a pdf file of certain days that I always send there.

Ajokorttikuva ja osoite on mennyt läpi, mutta haluavat tiliotteesta pdf tiedoston tietyistä päivistä jotka olen nyt lähettänyt pdf muodossa 3 kertaa ja hylätty tulee joka kerta, asiakaspalvelusta vaan sanovat että ottavat tiettyyn osastoon yhteyttä ja he katsovat sen läpi ja aina sama homma että ei mene läpi.

Myös väittävät että lähettävät aina sähköpostia jos ilmenee jotai vikaa asiassa mutta yhtäkään sähköpostiviestiä en ole asiasta saanut ja aina pitää livechatissa käydä kysymässä mitä pitää nyt lähettää kyc prosessiin ja aina se sama vastaus että pdf tiedosto tietyistä päivistä jotka sinne aina lähetän.

Now the 4th time i sended documents they were approved, maybe when i said i contacted casinoguru they wont be playing anymore. You can close the case

Dear Konakuski,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru

We've reopened the complaint because the player sent us the following message:

KYC files have been submitted, have been wrestling with them for over a week to get them approved, now the files have been "under review" for 5 days even though they promise 1-3 business days, nothing is progressing.

Dear Konakuski,

Could you please inform me if there has been any development with verifying your documents?

Close it had enough, played money back and closed account no mental health to battle anymore with scam casino

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.