The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The player marked the complaint as resolved after the issue was addressed. We acknowledged the resolution and closed the complaint in our system. The player was encouraged to share feedback on our services, but no further action was required.
Casinova - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €380
Casinova
Safety Index 7.3 Above averageCase summary
Discussion
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3 weeks ago
Translation
Ladies and Gentlemen
I'm having a problem with a withdrawal from this casino. I requested a withdrawal of €380.00 on June 26, 2026. It hasn't been processed yet. The processing time stated in the casino's terms and conditions has already been exceeded.
The casino did not request verification (KYC).
Unfortunately, customer service is also unable to help. They keep sending the same answers, which are unhelpful. I'm constantly told that payment should be made as soon as possible.
The game was played without a bonus.
I am asking for your help with this case.
Thank you in advance.
Best regards
Automatic translation:
Public
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear plxJoel,
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
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear plxJoel,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
