Casinova - Player believes that their withdrawal has been delayed.

As a frequent user of several online casinos, I can say with total conviction that this casino is a real scam. They don't fulfill their commitments and they don't pay the amounts due. I had a withdrawal request last week which, after waiting some time, was canceled without any justification or plausible explanation.

Currently, I have a new withdrawal request that has already exceeded the 3 days promised by the platform. To make matters worse, the customer service team has limited itself to providing generic answers and informed me that the 3-day deadline would be respected, which is clearly not happening. The withdrawal request was made using the same card I used for the deposit, but so far there has been no news, which shows a total lack of commitment.

In addition, I have sent several emails to [email protected], [email protected] and [email protected], and to date no one has replied to any messages, only support with generic replies. The fake reviews I see on sites like Trustpilot, along with the casino's empty promises, prove that this is yet another example of a platform that only aims to take players' money. The management by KNG Partners is more than proven to be a fraud.

We've been waiting for a first survey for over a week and the situation is still unresolved. I expect an immediate resolution to this situation as soon as possible, as this lack of response and payment is unacceptable. I would like to warn everyone to avoid this casino, as it is unreliable and will certainly not fulfill its financial commitments.

Dear toliveira99,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear toliveira99,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear toliveira99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Olá,

O caso foi resolvido após 8 dias úteis. O pagamento foi efetuado com sucesso na segunda tentativa, mas levou 3 dias úteis para ser processado, o que, nos dias de hoje, é um exagero, especialmente no contexto dos casinos online, onde as transações geralmente são mais rápidas.

Podem dar como encerrado este caso.

Obrigado.

Com os melhores cumprimentos,

Tiago Ol*****.

Dear toliveira99,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru