I have had the exact same problem. They have been delaying my order for 3 days now and asking for every verification short of a DNA test. They are finding weird problems with my documents and keep asking for more. I hope your refund gets processed, I am in the middle of filing for a chargeback. I hope these guys resolve the issue soon.

For everyone else, please stay away from bitnovo for your orders. anything less than 20 euro they will honour, get to three figures and they will hold your money indefinitely. I am pissed off that I didn't research a bit more or I'd have stumbled on this post and saved my self a few hundreds.