The player from Germany faced repeated withdrawal rejections from his casino account, initially using Mastercard, followed by a failed bank transfer, and finally Skrill, all leading to significant delays in receiving his funds. He had been waiting for weeks for his money. The Complaints Team was unable to proceed with further investigation or provide solutions due to a lack of response from him. Consequently, the complaint was closed.
Casinova - Player's withdrawals are delayed and rejected.
Closed
Our verdict
Player stopped responding
Amount: €450
Casinova
Safety Index 7.3 Above averageCase summary
Discussion
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1 year ago
Translation
I made my deposits via Mastercard.
When I tried to withdraw money from my account via Mastercard, I had to wait forever until the request was rejected.
I tried again, with the same result. Then I tried a bank transfer. That also failed. I then transferred money via Skrill so I could use that method for withdrawals, but the Skrill withdrawal was also rejected. On top of that, it always takes at least three business days, meaning I've been waiting for my money for weeks.
Automatic translation:
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1 year ago
Dear Jayjay3,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
TranslationHi,
no, this is my first attempt at withdrawal.
I have been repeatedly informed that verification is not necessary at this time. Furthermore, I am unable to submit documents because the option is not enabled.
I won without bonus credit.
Best regards
Automatic translation:
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1 year ago
Thank you for your reply, Jayjay3. Could you please post a screenshot of your withdrawal history here in this thread?
Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Dear Jayjay3,
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.
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1 year 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,
Kristina
Casino.Guru
