Casinova - Player's winnings are delayed.

Hei!

Tämä kasino ei maksa voittoja. Minulla on nyt ollut jumissa yli kaksi viikkoa rahani. Tuesta ei ole mitään apua. Vahvistusta ei vaadita. Pelasin kasinoa sekä urheilua. En käyttänyt bonuksia. Olen ennen onnistunut täältä nostamaan mutta onko he nyt menossa konkurssiin? Viesteistä kasinon kanssa minulla ei ole kuvia. Tarvitsen apua. Tämän johdosta pelaaminen on mahdotonta.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

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.

• When was the last time you successfully withdrew winnings from this casino, and how long did the withdrawal process take?
• Have you selected the same payment method for this withdrawal as you successfully used before?
• Has the casino explained why your withdrawal request is taking so long to process?
• Which casino games and which sports events did you place your bets on?

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

When was the last time you successfully withdrew winnings from this casino, and how long did the withdrawal process take?

-they paid 3 withdrawals week ago. Again my next withdrawals are delayed.

Have you selected the same payment method for this withdrawal as you successfully used before?

-method is the same

Has the casino explained why your withdrawal request is taking so long to process?

-No

Which casino games and which sports events did you place your bets on?

-I play a lot and can't recall

Have you contacted customer support to ask about any updates regarding your withdrawal requests? If so, kindly forward me the screenshots of your recent conversation with the customer support at veronika.f@casino.guru, or post them here. Also, how long did it take for your previous withdrawal requests to be successfully processed and paid out?

First it took two weeks, same thing again, their responses are always the same. Complete bs. Withdrawals should be processed in 3 business days max. Now it's more like 14 for a month. Unbelievable.

Thank you very much, hthalme, for providing all the necessary information. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Casinova representative to join this conversation.

Dear Casinova,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear All,

We would like to provide an update regarding the player’s withdrawals.

Please note that all payout requests are processed individually and according to the timeframe outlined in section 6.14 of our Terms and Conditions. Nevertheless, our team always strives to complete each transaction as quickly as possible.

The two most recent withdrawal requests have been successfully processed today, and there is currently only one pending request, which was submitted earlier today.

We sincerely thank the player for their patience and understanding, and we assure everyone that we continue to handle all payouts with the highest priority.

Best regards,

Casinova Casino Team

Dear Casinova representative,

Thank you very much for your update. I appreciate your attention to this matter and remain confident that the issue will be resolved soon. I will keep this complaint open until prayer confirms that the withdrawals have been successfully processed.

Kind regards,

Dear hthalme,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Barbora
Casino.Guru

We’ve reopened this complaint at the request of hthalme. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello

Dear Casino Guru team I would need your assistance on this, my account has been completely frozen for days now. Communication with the casino is terrible. I assume I would need to do KYC now and their vip team claimed that they would have sent me a document request via email which they have not. Any help please?

Dear Casinova,

Could you please provide clarification regarding the player’s currently frozen account ?

Thank you in advance for your response.

Update,

I finally got response from them and send the KYC documents. Very weird way of asking doing this, freeze my account for days without any communication. But now I'm waiting for my account verification. Will see how this goes

Dear hthalme,

Thank you for your cooperation and for providing the requested documents.

We would like to inform you that your documents are currently under review by our verification department. We kindly ask for your continued patience while this process is being finalized.

Rest assured, we will notify you as soon as there is an update regarding your account status.

Best regards,

Casinova Casino Team

You have been checking one Neteller account screenshot for 5 days now. Like come on. This is ridiculous. That's the only thing that is under review.

Dear Casino Guru team. I have waited my account verification for a week. Casinova clearly refuses to verify my account. Please help.

Dear Casinova,

According to the current verification status, the player’s documents have been under review for a one week. We kindly ask you to clarify the reason for the delay and advise approximately how much longer the verification process is expected to take.

Thank you for your cooperation.

This is mad, way over week waited for verification of that simple screenshot. This is just scamming the players.

Dear hthalme,

We understand your frustration regarding the timeframe. Please be assured that your case is being handled; however, to finalize the verification according to our standards, we now require some additional documents from your side.

To proceed, please provide the following:

*Transaction history for Neteller for the period of 01/12 – 15/01 (original PDF file).

*A selfie of you holding your ID with our website visible in the background.

Once these additional files are received, our team will be able to move forward with the final review of your account.

We appreciate your cooperation in helping us conclude this process.

Best regards,

Casinova Casino Team

Hello,

You ask me documents but block me from logging in and uploading the documents? To what email I can send these?

Dear Casinova,

The player’s account is currently blocked, so they cannot log in to upload the requested documents.

Please confirm where and how the player should submit the additional files (e.g. via email).

Thank you.

Dear hthalme,

We sincerely apologize for any confusion and for the inconvenience caused by the login restriction.

Please be advised that you can send the requested documents directly to our dedicated department at complaints@casinova.com.

Thank you for your cooperation.

Best regards,

Casinova Casino Team

Dear Casino Guru. I attached the requested ID picture here as well for you to see as sometimes it's really hard to get appropriate picture. Keep in mind they already have ID selfie from me in the original KYC.

All documents has now been sent to the complaints@casinova.com

Dear hthalme,

Thank you for the update.

We confirm that the player has now submitted all requested additional documents to complaints@casinova.com, including the ID selfie and Neteller transaction history, as instructed by the casino.

Dear Casinova,

Could you please confirm receipt of these documents and advise on the estimated timeframe for completing the verification process?

Thank you for your cooperation.

You have been holding my account under verification for weeks now? What is going on, this is crazy

Dear hthalme,

Thank you for your patience.

We are pleased to inform you that your account has been successfully verified. Your pending withdrawal is now being processed and will be finalized shortly.

Best regards,

Casinova Casino Team

Okay thanks. Finally. Please open my account then.

Dear Casinova,

Thank you for confirming that the player’s account has now been successfully verified.

Since the verification process has been completed, we kindly ask you to confirm that the player’s account will be fully unblocked and restored, allowing them to access their account normally and complete any pending and future withdrawal requests without further restrictions.

We look forward to your confirmation that the account is fully operational and that the withdrawal will be finalized as stated.

Thank you for your cooperation.

This is one of the worst verification processes I have ever exceperienced. My account is still locked even it has been verified many days ago.

My account is still locked.. Unbelievable

I'm still locked out. This is starting to feel like a real scam

Dear hthalme,

Please be advised that, following an administrative decision, your account will remain closed in accordance with Section 3.9 of our Terms and Conditions, which states: "We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

However, we would like to ensure you receive any remaining balance on your account. To process a manual withdrawal, we kindly ask you to send your bank details via email to complaints@casinova.com.

Please provide the following information in your email:

Full Name: (please include all names, including middle names)

E-mail:

Bank Account Owner's Name:

IBAN / Account Number:

Bank Name:

Bank Location (Country):

SWIFT / BIC:

Once we receive these details, our finance department will process the payment as soon as possible.

Best regards,

Casinova Casino Team

Please respond to my emails and stop delaying this process.

Also confirm the full balance amount here please what was +11000€

Every deposit were made from Neteller. Please process the money back to the original account where the deposits were made from. Transfering that kind of amount from my bank back to Neteller costs a lot of money. I will send you now email to the complaints@casinova.com with Neteller account details.

Adding screenshot of the email here. Neteller account details are sent via email to the complaints@casinova.com. Please help me to get this process finalised after many weeks of waiting.

This has been going for many weeks now. Casino keeps ignoring my contact attempts. No communication. Except here in every 7 days which is crazy. Screenshots attached again of me trying to get even some response from them. Are you guys at the Casino Guru able to make direct contact?This is nuts.

Dear hthalme,

Thank you for your update and for providing the additional screenshots.

I understand your frustration regarding the prolonged process and the difficulties you’ve experienced in receiving updates from the casino.

Since you have confirmed that the requested payment details have already been sent to the casino, I would now like to invite the Casinova representative to respond.

Dear Casinova,

Please confirm receipt of the player’s submitted payment details and kindly provide an estimated timeframe for processing the manual withdrawal.

We appreciate your cooperation and look forward to your reply.

Dear All,

We would like to provide an update on this case.

We have contacted the player directly to request one final piece of information: a screenshot of their Neteller account profile clearly showing the account holder's details. This is necessary to verify the destination of the funds and ensure a secure transaction.

Please be assured that as soon as this document is received and verified, we will treat the manual withdrawal with the highest priority.

We are waiting for the player's response to proceed.

Best regards,

Casinova Casino Team

I have already provided this exact same document in the KYC. You're asking now same document again? Plus you have the transaction history that shows the same details. Anyway I have have now sent it. This is unbelievable that you reply only every seven days. Please process my balance to my Neteller account asap. Thank you.

Dear Casinova Representative,

Thank you for your update.

The player has confirmed that the requested Neteller account profile screenshot has already been submitted again via email, despite stating that similar documentation had been provided previously during the KYC process.

Could you please:

• Confirm receipt of this document

• Advise whether the verification requirements are now fully satisfied

• Provide a specific estimated timeframe for completing the manual withdrawal

Given the considerable duration of this case and the repeated requests for documentation, we kindly ask you to prioritize this matter and avoid any further unnecessary delays.

We appreciate your cooperation and look forward to your prompt response.