Casinova - Pelaajien kotiutukset viivästyvät ja varat peruutetaan.

I wish to file a complaint against Casinova casino, which has left me in a desperate situation.

A few months ago, after depositing what I think was 50 euros via bank transfer (without any bonuses or free spins), I had a lucky streak, reaching a balance of 20,000 euros. I lost some of it and decided to stop and withdraw my winnings. I now have a balance of 16,500 euros.

I had already withdrawn sums of money without too much trouble on this same site.

So, on May 11th, I submitted my first withdrawal request for 500 euros, then another the next day, and another the day after that. After a week of seeing no progress, I contacted them. They told me there was no problem and that my payment would arrive soon. I waited and waited, but nothing happened. So I sent another email asking if any documents were required.

I was told no.

Still nothing, and it's dragging on... So I decide to submit an initial request on a mediation website. After several days (weeks), they finally ask me for more documents.

So I sent them my documents by email. They came back saying I had to upload them directly to their website, even though they had assured me they could send them by email. Anyway, they finally accepted the email. After three days, they came back and told me the format wasn't suitable. So I sent them again in the correct format.

Then they came back and told me my proof of address (a bank statement) had been altered. I told them no, that I had downloaded it directly from the La Banque Postale website, one of the oldest authorized French banks, and that I obviously hadn't changed it at all. It's a PDF. Just to be on the safe side, I sent new ones. Same result. No explanation. Just the document rejected for alteration.

I therefore sent my property tax bill directly from the state website. I haven't heard anything for two days.

In the meantime, they had cancelled my withdrawal requests without justification.

Moreover, after each refusal they send me 25% cashback offers by email to celebrate "my exceptional balance" to encourage me to play again and lose.

It goes without saying that I won't spend another penny on their site until I've received all my winnings, but I feel like I'm fighting a losing battle. I really need this money and I'm starting to get desperate.

I beg you to help me. I'm an honest person. I didn't cheat; I played, I won—it's as simple as that. When I lose, I don't complain. That's supposed to be part of the game. And I obviously didn't alter my documents. Why would I?

I have attached several screenshots and am of course available for any further questions or documents.

Thank you in advance, you are my last hope.

Sincerely

Je souhaite déposer une plainte contre le casino casinova qui me laisse dans une situation désespérée.

Il y a quelques mois après un dépôt de je crois 50 euros effectué par virement (sans bonus ni tour gratuits) j'ai enchaîné la chance, au point d'atteindre un solde de 20000 euros. J en ai reperdu une partie et me suis décidée à arrêter et a retirer mes gains. Il me reste un solde de 16500 euros 

J avais déjà retiré des sommes sans trop de problème sur ce même site.

Je lance donc le 11 mai une première demande de retrait de 500 euros puis une autre le lendemain et une autre le surlendemain. Au bout d' une semaine ne voyant rien venir je les contactent. Ils me disent qu il n y a aucun problème et que mon paiement va bientôt arriver. J attend, j attend, rien ne se passe. Je renvoie donc un mail en demandant si il y a besoin de documents. 

On me répond que non.

Toujours rien et ça dure.... Je me décide donc à ouvrir une première demande sur un site de médiation. Au bout de plusieurs jours (semaines) ils finissent par me demander de nouveaux documents. 

Je leur transmet donc mes documents par mail. Ils reviennent me disant que je dois les télécharger directement sur leur site alors qu ils m avaient affirmé pouvoir les envoyer par mail. Bref ils finissent par accepter le mail. Au bout de 3 jours ils reviennent et me disent que le format ne convient pas. Je renvoie donc au bon format. 

Ensuite ils reviennent et me disent que mon justificatif de domicile (un relevé bancaire) a été modifié. Je leur affirme que non que je l ai téléchargé directement sur le site de la banque postale qui est une des plus vieilles banques française agréée et que je ne l ai absolument pas modifié évidemment. Il s agit d un pdf. Par acquis de conscience j en renvoie donc de nouveaux. Pareil. Sans explication. Juste document refusé pour modification. 

J ai donc envoyé ma taxe foncière provenant directement du site de l' état. Depuis 2 jours pas de nouvelles. 

Entre temps ils avaient annulé mes demandes de retraits sans justification. 

De plus après chaque refus ils m envoient par mail des offres de cashback de 25% pour saluer "mon solde exceptionnel" pour m' inciter a rejouer et a perdre.

Il est bien évidemment hors de question de dépenser de nouveau un centime sur leur site tant que je n aurais pas récupérer l'intégralité de mes gains, mais j' ai l impression de me battre contre un mur. J ai vraiment besoin de cet argent et je commence à être désespérée. 

Je vous supplie donc de m'aider. Je suis quelqu un d honnête. Je n' ai pas triché j' ai joué j ai gagné c est aussi simple que cela. Quand je perd je ne me plains pas. C est sensé etre le jeu. Et je n ai évidemment pas modifié mes documents. Pourquoi le ferais je?

Je vous joins plusieurs captures d' écrans et me tient bien évidemment a votre disposition pour toutes réponses ou documents complémentaires. 

Merci d'avance vous êtes mon dernier espoir. 

Cordialement 

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, 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 to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• When was the last time you submitted any document to the casino for verification, and which document was it?
• Could you please forward me the documents that you sent to the casino and that are still pending verification? My email address is veronika.f@casino.guru.

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

Good morning

I only played on slot machines.

I started by getting 5vs on Wanted. Then I played a slightly larger bet and accumulated the winnings.

Note that they do not question them since they constantly send me exceptional cashback offers to encourage me to play them again.

I did not use any bonuses or free spins.

I sent them my bank statements about two weeks ago. They claimed they had been updated, which is obviously false. Then I sent my property tax bill a week ago. That was also rejected. And four days ago, I sent a paper water bill.

I'm sending you the documents by email.

It's been two months now that I've received almost nothing but generic replies. It's exhausting.

Thank you so much

Bonjour

J ai joué uniquement sur machine a sous.

j ai commencé par avoir 5vs sur wanted. Puis j' ai joué une mise un peu plus grosse et j ai cumulé les gains.

Notez bien qu ils ne les remettent pas en question puisqu ils m'envoient en permanence des offres exceptionnelles de cashback pour m'inciter a les rejouer.

Je n'ai pas utilisé de bonus ou de tours gratuits.

Je leur ai envoyé mes relevés bancaires il y a une quinzaine de jours. Qu ils ont affirmés être modifiés ce qui est bien sur faux. Puis ma taxe foncière il y a une semaine. Refusée aussi. Et j ai envoyé il y a 4 jours une facture d eau ce coup ci papier.

Je vous envoie les documents par email.

Cela fait 2 mois maintenant que je ne reçois quasiment que des réponses génériques. C est épuisant.

Merci beaucoup

Update :

My water bill was also rejected; "it appears to be a photocopy or a printed document".

Not at all. It's an invoice that I received directly from my supplier, which is my city of residence, and that I photographed directly on my living room table.

So, 3 bank statements refused, a property tax refused, and now my water bill.

All these documents are obviously authentic and unaltered. I'm starting to run out, but on the other hand, I have the feeling that I could send 40 and it wouldn't make any difference.

I was really hoping to be able to treat my children for the holidays and I am truly desperate.

Mise a jour :

Ma facture d eau a été refusée également "cela semble être une photocopie ou un document imprimé"

Alors que pas du tout. Il s'agit d une facture que j' ai reçue directement de mon fournisseur qui est ma ville d habitation et que j ai prise en photo directement sur ma table de salon.

Donc 3 relevés bancaire refusés, une taxe foncière refusée, et maintenant ma facture d eau.

Tout ces documents sont bien évidemment authentique et non retouchés. Je commence a être à court mais d'un autre côté j'ai l impression que je pourrais en envoyer 40 que ça ne changerais rien.

J'espérais vraiment pouvoir faire plaisir a mes enfants pour les vacances et je suis vraiment désespérée.

Thank you for the update.

Please forward me the most recent communication between you and the casino’s customer support regarding the rejected verification documents at veronika.f@casino.guru. Kindly include the documents you submitted to the casino for verification that were not approved as well.

Thank you for your patience and cooperation.

Hello and thank you

I sent you the email this morning.

Thank you again

Bonjour et merci

Je vous ai envoyé le mail ce matin.

Merci encore

Dear linaelle

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, Barbora (barbora.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 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.

Good morning

I'm here to add an update.

I sent one last document that I thought was absolutely impossible to refuse.

Namely, proof of address from my energy supplier.

This document is an original digital PDF containing a genuine French 2D-Doc security barcode—a cryptographic system regulated by the French authorities that makes any alteration practically impossible.

And despite that, same price, same generic refusal

So

I am attaching the document by email.

Thank you so much

Bonjour

Je viens ajouter une mise à jour.

J ai envoyé un dernier document que je pensais pour le coup totalement impossible à refuser

A savoir un justificatif de domicile de mon fournisseur d' énergie.

Ce document est un PDF numérique original qui comporte un code-barres de sécurité français 2D-Doc authentique—un système cryptographique réglementé par les autorités françaises qui rend toute modification factuellement impossible

Et malgré cela même tarif, même refus générique

Voilà

Je vous joins le document par email.

Merci beaucoup

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for the patience.

We would like to inform you that we have contacted the player via email in order to request the document for the verification.

linaelle, please check it when possible.

Best regards,

Casinova Team

Dear Casino Guru team,

I acknowledge receipt of the email sent by Zina from Casinova support, asking me once again for a utility bill or bank statement.

Although these exact documents have already been provided on numerous occasions in the past, and solely in the interest of goodwill to resolve this dispute, I have once again today sent by email (original, unaltered, less than 90 days old, with all four corners visible) an Engie contract holder certificate.

With all KYC requirements having been met time and time again, I now expect the casino to immediately reinstate my 3 pending withdrawal requests of €500 each and to proceed with this first payment of €1,500 without further delaying tactics, the first step towards the full settlement of my balance of €16,500.

Thank you for your support.

​Chère équipe de Casino Guru,

​J'accuse réception de l'e-mail envoyé par Zina du support de Casinova, me demandant une fois de plus une facture de services publics ou un relevé bancaire.

​Bien que ces documents exacts aient déjà été fournis à de nombreuses reprises par le passé, et uniquement dans un souci de bonne volonté pour résoudre ce litige, j ai renvoyé une fois de plus aujourd'hui par e-mail (original, non retouché, de moins de 90 jours, avec les quatre coins visibles) une attestation titulaire de contrat engie

​Toutes les exigences KYC ayant été satisfaites maintes et maintes fois, j'attends désormais du casino qu'il remette immédiatement en place mes 3 demandes de retrait en attente de 500 € chacune et qu'il procède à ce premier versement de 1 500 € sans autres manœuvres dilatoires, première étape vers le règlement complet de mon solde de 16 500 €.

​Merci pour votre soutien.

Dear Casinova,

Could you please review the document the player has submitted and confirm whether it is accepted? If so, please also let us know when the pending withdrawals will be processed.

Thank you.

Dear all,

Thank you for the patience.

We would like to inform you that we received requested documents and forwarded it to the relevant team. Once there is any update we will inform you immediately.

Best regards,

Casinova Team

Dear casinova. My first withdrawal request dates back to May 11th.

Six days to validate a document seems a somewhat excessive delay considering the 24 hours usually promised.

If I understand correctly from your VIP agent who is sending me messages, my case will be processed more quickly if I deposit more money.

Is that really correct?

Thank you for taking the necessary steps quickly.

Sincerely

Cher casinova. Ma première demande de retrait date du 11 mai.

6 jours pour valider un document me paraît un délai quelque peu excessif compte tenu des 24h habituellement promis.

Si j'en crois votre agent VIP qui m envoie des messages, mon dossier sera traité plus rapidement si je redépose de l'argent.

Est ce vraiment correct?

Merci donc de faire le nécessaire rapidement.

Cordialement

Dear Casinova,

Thank you. We will await your further update regarding the player’s submitted document.

Dear All,

Thank you for your continued patience.

We would like to sincerely apologize for the delay in providing you with an update.

We are currently waiting for the relevant department to provide us with the required details. As soon as we receive the necessary information, we will share an update with the forum immediately.

We appreciate your understanding and support.

Kind regards,

Casinova Casino Team

Dear Casinova,

Thank you for the update.

We understand that you are still waiting for the relevant department to get back to you. Since this case has already been ongoing for quite some time, we would appreciate it if you could check with them and provide us with an update as soon as possible.

We will wait for your further response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Barbora,

​I am afraid there is nothing more to expect from Casinova. Their obvious bad faith over the past few months and their false claims regarding the KYC process make this clear.

​Furthermore, I am receiving emails from their customer support pushing me to play again, claiming that if I do so and make new deposits, my file will be processed faster and more easily.

​It is with regret that I must face reality. I would therefore appreciate it if, at the end of this timer, you could put an end to their delay tactics and definitely classify this case as 'unresolved' if the casino fails to show good faith.

​I sincerely thank you for the time you are devoting to this case, still hoping it finds a happy ending.

Dear linaelle,

Thank you for the patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

Casinova Team

Dear Barbora,

​I am keeping you informed.

​The casino is asking me for a complete crypto wallet verification.

​My latest deposits, especially the one that led to my current balance, were made via bank transfer.

​I have already provided several bank statements specifically for this purpose.

​Therefore, I do not see how this request is coherent.

​So far, I have provided: front and back copies of my ID, front and back photos of a bank card used for payments on this account, proof of residence: property tax bill, water bill, EDF utility bills with a 2D code, bank statements, a selfie with my ID, and so on... And this has been going on for nearly 4 months.

​When does this actually stop?

Dear Casinova,

The player has informed us that you are now requesting a full crypto wallet verification. However, the player states that the recent deposits, including the one related to the current balance, were made by bank transfer.

Could you please clarify why the crypto wallet verification is required in this case and which specific transaction(s) this request relates to?

The player has already provided a number of documents during the verification process, so we would appreciate it if you could clarify what is still outstanding and what exactly is needed from the player to complete the verification.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.