The player from Italy had initiated three withdrawal requests of €500 each two weeks ago at the casino 'CASINOVA' but had not received any updates despite constant communication. He had been informed of various delays but had not been asked for any verification documents, yet his withdrawals remained under verification. The Complaints Team had facilitated communication with the casino, which subsequently confirmed that the player's withdrawals had been successfully processed. The player confirmed receipt of the funds, leading to the resolution of the complaint.
Casinova - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Casinova
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
About a month ago I registered at the casino called "CASINOVA", after depositing without asking for a bonus I won an amount and on 4, 5, 6 September I made 3 withdrawal requests via bank transfers of €500.00 each as required by their withdrawal policy.
I waited 4 days before contacting them via email or chat.
The initial responses were there's the weekend in between, then there are too many withdrawals so there are delays, then a problem with the financial department, however always very reassuring, like don't worry, everything is in order, verification of my account by sending documents is not foreseen, as the verification link says "your account does not require verification".
As of today, after 15 days, the status of the withdrawals is identical to the day of the request, i.e. under verification.
Now I wonder what they have to verify and why it took them so long if they didn't even want the documents.
I contact you every day via chat and always get the same response. You just have to wait and not worry.
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3 months ago
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.
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
Have you made any successful withdrawals from this casino before?
Could you kindly specify if you accumulated your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
I was playing a no limit slot, fire hole 3, I didn't use the bonus, I deposited without requesting the bonus, and it's the first time I've withdrawn
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3 months ago
Please forward me all the communication between you and the casino regarding the delay in processing your payments at [email protected], or post screenshots here. Thank you for your patience and cooperation.
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3 months ago
Thank you very much, Nicolino80, for providing all the necessary information. I will now transfer your complaint to my colleague Barbora ([email protected]) 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.
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3 months ago
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.
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3 months ago
Dear Nicolino80,
Thank you for bringing our attention to this matter.
We understand the importance of a swift withdrawal and would like to extend our apologies for any inconvenience caused by this delay.
Our team will investigate the issue and take action to expedite the pending withdrawals. Please bear with us just a bit longer, we will post an update once there is more information.
Your patience and understanding are much appreciated.
Kind regards,
Casinova Casino Team.
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3 months ago
Dear Casinova Team,
Thank you for your prompt response and for looking into this matter. We appreciate your efforts and will be awaiting your update regarding the pending withdrawal.
Best regards,
Barbora
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3 months ago
Dear Nicolino80,
We are pleased to inform you that your recent withdrawal request(s) have now been successfully processed by our payments team.
You should see the funds reflected in your account shortly, depending on your chosen payment method and provider processing times.
If you have any further questions or require assistance, please don’t hesitate to reach out to our support team.
Kind Regards,
Casinova Casino Team.
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3 months ago
Translation
I confirm that the transfers have arrived.
Thanks to the casino guru staff
Automatic translation:
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3 months ago
Dear Nicolino80,
I'm glad to hear that your issue has been resolved successfully.
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Nicolino80, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Barbora Pallas
Casino.Guru
