The player from Germany had requested a withdrawal but had not received any funds to date. The Complaints Team intervened after the player marked the complaint as resolved, indicating that the issue had been addressed satisfactorily. Communication with the casino was maintained, and the player was informed about the typical processing time for withdrawals. The complaint was ultimately marked as resolved by the player.
Casinova - Player is seeking help after winnings have been confiscated.
Resolved
Our verdict
Case closed
Amount: €2,100
Casinova
Safety Index:Above averageCase summary
Discussion
Public
Public
7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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Thank you for your patience, and stay safe.
Public
Public
6 months ago
Thank you for your reply. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
Public
Public
6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear yavas197348,
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,
Kristina
