Our goal is to process and pay out your funds as quickly as possible. In doing so, we will take into account any restrictions that may apply before a withdrawal, and we will comply with the requirements of Directive (EU) 2018/843 of the European Parliament and of the Council on combating money laundering and terrorist financing.

We will endeavour to accommodate your request regarding the payment method and the currency of withdrawal. However, this cannot be guaranteed. Accordingly, we may process and pay out funds using a payment method other than the one you requested, for example through other payment service providers, by bank cheque or by bank transfer (any fees associated with the relevant payment methods are set out on the website).

Likewise, in some cases the currency of withdrawal may not match the currency in which your deposit was made or otherwise requested by you, and if we need to convert your deposits between different currencies, the conversion rate we use will be determined at our discretion.

Please note that in the case of a first withdrawal, a significant withdrawal or a change of payment method, we may apply additional security measures to make sure that you are the legitimate recipient of the funds.

In such cases, copies of your identity documents may be required before we proceed with the withdrawal. These security measures are designed to protect your money and your privacy and may cause a slight delay. We apologise for any inconvenience this may cause.

Withdrawal amounts and requests

Withdrawal limits for players vary depending on their status; there is a daily withdrawal limit, and individual weekly and monthly limits are also agreed on a case-by-case basis.

Withdrawal conditions

•      Withdrawals are processed every day, including weekends.

•      All withdrawal requests are processed in the order received within 24 hours, provided that the requested amount does not exceed EUR 1,000 or the equivalent in another currency.

•      If the withdrawal amount or the account balance exceeds EUR 1,000, processing the request may take up to 72 hours.

•      Funds are paid out with or without a fee depending on the payment method chosen, unless stated otherwise.

•      Each deposit must be wagered three times the amount of that deposit.

Refunds

Please note that a refund will be made only if there has been no gaming activity on your account after the relevant amount of money that you are reclaiming as a refund was deposited.

If, after depositing funds into your account, you have made at least 1 spin/bet (that is, carried out gaming activity), a refund is possible only subject to the balance being wagered three (3) times.

All other payments from your account will be treated as payments of your winnings obtained as a result of your use of the services at Nova Casino.

A refund request will be considered only if it is submitted within seven (7) days of the alleged transaction, or within thirty (30) days if you claim that another person (or a minor) gained access to your account.

We reserve the right to suspend any refund until your identity has been duly verified (KYC).

You agree to provide a notarised identity document or any other form of identification in accordance with the applicable law of your country.

If such a notarised identity document is not provided within five (5) days of our request, the requested refund will not be made and your account will be closed. The refund will be made within seven (7) days after the identification procedure has been completed.

To request a refund or any other withdrawal, contact our support team by email at support@nova-casino.com and provide all documents requested by the support team in order to complete the KYC procedure.

If you need our contact details, open the “Contacts” section. The list of documents required for the KYC procedure will be set out in the email sent to you by our support team.

Please note that a refund may be requested no later than seven (7) days after the relevant funds were credited to your account. After this period, all payments will be deemed to be payment of your winnings obtained as a result of using the services on the Nova Casino website.

Refund requests relating to unauthorised transactions or other fraudulent use of your credit/debit card at Nova Casino will be considered on a case-by-case basis.

If it is established that such transactions were likely to have been fraudulent transactions made with your credit/debit card, we will proceed with the refund immediately.

In some cases we may request confirmation that steps have been taken to prevent such fraudulent activity in the future, including but not limited to closing the credit/debit card account used in the fraudulent transactions, or having a new credit/debit card issued by your financial institution.

In all cases where claims of fraudulent transactions are received, the Nova Casino accounts used to carry out such transactions will be blocked or cancelled indefinitely, and steps may be taken to prevent the opening of new accounts using the same user information or attempts to make transactions using the same credit/debit card or any other payment method.

Countries with restricted access to the payment system

Visa/Mastercard

We support gaming/gambling payouts via OCT (Original Credit Transfer) from Visa, as well as via Payment Transfer (Mastercard). A condition for a payout is that a transfer was previously made to the site, and for Mastercard the payout must be made through a 3-D Secure MID. Additional requirements are that the relevant credit card is not a corporate credit card and that the card was issued in a country supported by the relevant card scheme (see below). The per-transaction limits are EUR 60,000.00 for Visa and EUR 5,000.00 for Mastercard.

Visa

For Visa (OCT) there is a list of unsupported countries. List of countries not participating in OCT:

•      USA

•      Australia

•      Hong Kong

•      India

•      Indonesia

•      Japan

•      Korea

•      Malaysia

•      Singapore

Mastercard

List of countries supported by Mastercard PT. List of countries participating in PT:

•      Andorra

•      Austria

•      Belgium

•      Cyprus

•      Czech Republic

•      Denmark

•      Estonia

•      France

•      Germany

•      Gibraltar

•      Greece

•      Hungary

•      Iceland

•      Ireland

•      Italy

•      Latvia

•      Luxembourg

•      Malta

•      Monaco

•      Netherlands

•      Norway

•      San Marino

•      Slovakia

•      Slovenia

•      Spain

•      Sweden

•      Switzerland

•      Turkey

•      United Kingdom

Skrill — countries restricted for registration

Residents of this category of countries may access the websites but may not register or open an account:

•      Afghanistan

•      Angola

•      Barbados

•      Benin

•      Bonaire

•      Burkina Faso

•      Cape Verde

•      Cuba

•      Comoros

•      Djibouti

•      East Timor

•      Eritrea

•      Faroe Islands

•      French Polynesia

•      Gambia

•      Greenland

•      Grenada

•      Guadeloupe

•      Guyana

•      Iran

•      Iraq

•      Japan

•      Kyrgyzstan

•      Lao People’s Democratic Republic

•      Libya

•      Macao

•      Martinique

•      Namibia

•      Nauru

•      New Caledonia

•      Niger

•      North Korea

•      Palau

•      Reunion

•      Saint Barthelemy

•      Saint Martin (Sint Maarten)

•      Samoa

•      South Sudan

•      Sudan

•      Suriname

•      Syria

•      Tajikistan

•      Togo

•      Turkmenistan

•      US Minor Outlying Islands

Skrill — prohibited countries

Residents of this category of countries may not register an account or access Skrill domains:

•      Afghanistan

•      Cuba

•      Eritrea

•      Iran

•      Iraq

•      Japan

•      Kyrgyzstan

•      Libya

•      North Korea

•      South Sudan

•      Sudan

•      Syria

Skrill — restricted for gaming and binary options

Restricted for gaming and binary options:

•      American Samoa (relevant state licences required)

•      Brazil

•      Canada

•      China (PR)

•      Guam (relevant state licences required)

•      Hong Kong

•      Israel

•      Macao

•      Puerto Rico (relevant state licences required)

•      Northern Mariana Islands (relevant state licences required)

•      Singapore

•      Turkey

•      United Arab Emirates

•      United States of America

•      US Minor Outlying Islands

•      US Virgin Islands

Neteller — countries not served

Does not provide services in the following countries:

•      Afghanistan

•      Benin

•      Bonaire

•      Burundi

•      Central African Republic

•      Chad

•      China

•      Congo Republic

•      Crimea

•      Cuba

•      Djibouti

•      Equatorial Guinea

•      Eritrea

•      Gabon

•      Gambia

•      Guinea

•      Guinea-Bissau

•      Guyana

•      Iran

•      Iraq

•      Kazakhstan

•      Kyrgyzstan

•      Lao People’s Democratic Republic

•      Liberia

•      Libya

•      Madagascar

•      Malawi

•      Mali

•      Mauritania

•      Mongolia

•      Montserrat

•      Myanmar

•      Nauru

•      Niger

•      Niue

•      Norfolk Island

•      North Korea

•      Palau

•      Papua New Guinea

•      Saint Barthelemy

•      Saint Kitts and Nevis

•      Saint Martin

•      Sint Maarten

•      Sierra Leone

•      Sudan (North and South)

•      Suriname

•      Syria

•      Tajikistan

•      Timor-Leste

•      Togo

•      Turkmenistan

•      Uzbekistan

•      Western Sahara

•      Yemen

Neteller — local licence required

A local licence is required for certain countries:

•      Australia

•      Belgium

•      France

•      Germany

•      Japan

•      Spain

•      Turkey

•      UK