The player from Germany had been waiting for two weeks for a withdrawal of €1,500, but the payout was not being processed. He was constantly told to wait and had only received €500, despite being eligible for daily payouts. The Complaints Team had been unable to proceed with the investigation due to the player's lack of response to inquiries and reminders. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
Casinova - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €20,000
Casinova
Safety Index:Above averageCase summary
Discussion
Public
Public
2 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Casinova. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please share a screenshot of your withdrawal request?
- Have you made any successful withdrawals before using the same payment method?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Dear didi66,
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.
Public
Public
2 months ago
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,
Natalia
Casino.Guru
