The player from Greece had not received his winnings from blackjack at the online casino and had been waiting for 3 months despite providing the requested information through chat and screenshots. The Complaints Team had attempted to assist by reaching out for further documentation but did not receive a response from the player. As a result, the complaint was rejected due to a lack of communication, which prevented further investigation.
Casinova Online Casino - Player's winnings are delayed.
Amount: €790
Casinova Online Casino
Safety Index:Fresh casinoSafety Index
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6.7
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
After some wins at the online casino (blackjack) of the on air company you work with, the money did not appear in my account at your casino. I have sent you what you have asked me to do, both by writing to you in the chat and with a screenshot, but for 3 months now you have still been processing my request!
Automatic translation:
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1 month ago
Dear Glafkwnas,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Am I correct in understanding that your winnings have not been credited to your casino balance?
Do you have any screenshots or videos showing your blackjack wins?
Are the wins recorded in the gaming history in your casino profile?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
I have sent everything needed to your casino and my request has been processed for 3 months. I have sent you the IDs of the lots, the time, the bet amount and screenshots of each one separately.
Automatic translation:
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1 month ago
Thank you for reaching out. Please note that we at Casino Guru are not representatives of Casinova Casino. We offer free independent mediation services to assist players who are experiencing problems with online casinos. You can learn more about our complaint resolution process here.
To begin resolving your complaint, we require as much evidence from you as possible. Once we have collected all the necessary information, we will contact the casino and request their involvement in resolving the issue.
Could you kindly forward the documents I requested in my previous message to veronika.f@casino.guru?
Thank you for your cooperation, and I look forward to hearing from you soon.
