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Been almost a month with no updates and withdrawals are blocked have 1500 pending and 2500 I can't withdrawal unless the pending withdrawal is processed

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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.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play?

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

I made 2 withdrawals and I passed in what was asked from me I won without a bonus or using any promos Gates of Olympus

They just keeping tell me to wait for an update which I haven't received any updates in a while

Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding the problems with your withdrawal requests at veronika.f@casino.guru. Thank you for your cooperation.

That KYC is not approved yet I sent what they asked for a month ago

I haven't had any updates via email

My withdrawals are still blocked

Support keeps telling me they are working on it

I was at 4400 when I started to try to withdrawal and kinda do have a gambling problem and had 1500 already pending

Dear Whatnvm

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Whatnvm,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Casinova and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Casinova representative to join this conversation and participate in resolving this complaint.

Dear Casinova,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear All,

Thank you for bringing this matter to our attention.

We would like to inform you that we have contacted our relevant department to verify the current status of the account verification process.

We are closely monitoring the situation and will provide an update here as soon as we receive further information from our team.

Thank you for your patience and understanding.

Best regards,

Casinova Casino Team

I went all the way down because they didn't want me to withdrawal and they kept stalling I really hope they at least give me my pending ones went from 4000 to 0.99 cents this is not right

Dear Whatnvm,

Thank you for your patience during this process.

We are pleased to inform you that your account has been successfully verified. Your pending withdrawal requests are currently being processed by our relevant department.

Best regards,

Casinova Casino Team

I got 750 so far still 750 pending

But thing that frustrating is I was at 4000

In my account lost it all waiting

I am compulsive gambler

Dear Whatnvm,

Did you ever mention to the casino that you are a compulsive gambler or make any similar statements?

If yes, could you please provide any evidence?

I don't think I did

For me it's too bad they didn't start till I want down to 0.99 in my account

But I did receive my 2 blocked withdrawal

Dear Whatnvm,

If you never informed the casino about your gambling problems, there is not much I can do for you in this case.

I strongly recommend that you inform the casino whenever you feel that your gambling is getting out of hand.

You mentioned that you have received two withdrawals.

Could you please clarify what the exact amounts were that you received?

Also, are there any funds left in your account that you would like to withdraw?

I got my 2 750s and I'm pretty sure I did tell them I do have a gambling problem

But I don't think I took a screenshot of that cause I think my mistake was not taking a screenshot of every single conversation I had with em

Dear Whatnvm,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P