Casinova - Player's withdrawal is delayed.

Hello, I am having trouble getting my winnings of 3623€ from Casinova casino, I have been getting excuses as to why I have not received it, but its not adding up. They say that the payment was declined by the payment provider and now apparently due to volume of payments there are delays. Please help. Thank you.

Dear FlyingKellz,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or is it related to your account only?
• Since when are you attempting to withdraw your winnings?
• Could you please share with me your communication with the casino relevant to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

No. When i go in chat they tell me account verification is not required and the verification tab also states the same that nothing is required. The casino just cancel the withdrawal and chat cannot tell me why and just tell me to withdraw again but this is not solving the issue that i get nothing.

Your withdrawal of 500 EUR was cancelled.

If you cancelled the withdrawal yourself, no further action is required.

If you did not cancel the withdrawal request, the failure may be due to a technical error with the payment service provider.

Thanks for your reply and explanation.

• Have you been advised to take any other steps by casino support or live chat?
• Have you attempted to request a withdrawal using the same payment method as your deposits?
• Could you please specify which payment method you have tried using?

Please let me know.

Dear FlyingKellz,

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,
Tomas
Casino.Guru

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

Message from the player:

They start to pay so please open

Thanks for contacting us.

Could you please provide more details regarding the situation?

What were the developments regarding the payout since your last reply?

Dear FlyingKellz,

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,

Tomas

Casino.Guru

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

Message from the player:

They are paying me.

Dear FlyingKellz,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful.

Please keep me informed about any further developments.

You can choose to close the complaint once you believe the issue has been resolved.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.