Casinova - general discussion (page 3)

Yes, you can relax. But don't expect this casino to pay you out.

What information regarding the withdrawal do you have in your account? Does it need verification, perhaps?

Hello, good day. A week ago I won a €15,000 prize. I've been playing at Casinova for two years and I've never had any problems withdrawing or anything, but this time they're taking a very long time. Customer service says everything is in order, that there's a delay in the payment system. What's really going on? It's never happened before; it's always taken 3-5 business days at most, but this time the transaction hasn't even been approved. What can I do? And if things go wrong and I want my lawyer to contact them, how do I do that? Because I've already sent 200 emails and they haven't bothered to reply to ANY OF THEM. Thank you.

Please, I need help. I'm desperate. I've already read your writings and now I'm scared.

Hi, maybe it's because you won a large amount of money. Did you play with a bonus or not?

We give casinos 14 days to resolve withdrawals, so I believe it will be sorted out by then, and if not, we will try to help you.

If customer support keeps telling you the same thing, they probably don't have anything else to tell you. The fact that you have always received your money normally would reassure me, and I hope that will be the case this time as well.

Hello, good afternoon. I sent emails from my email address and they replied, and customer service also responded. I've never had this problem before; they've always been quick, and I've unlocked and withdrawn bonuses many times without any issues. But when I went to the forum, I was scared after reading these comments. They tell me they're doing everything possible to resolve this as quickly as possible. What do you think?

I would focus on what I wrote to you, that we are giving them 14 days. If they fail to give you the money by then, we will definitely try to help you. If you haven't had any problems so far, I guess it won't be a problem now either, and they just have a slight delay. 

Everything's fine, guys! My withdrawal arrived, now I'm waiting for the next ones. They've already contacted me, everything's OK, everything's great!

Well, there you go. I'm glad that it's being handled the right way and that you're getting your money.

I'd appreciate it if you could keep me updated on how things are going.🙂

I sincerely request your support in a case involving Casinova.

On December 12, 2024, I explicitly requested that Casinova permanently and irrevocably close my account. At the same time, I demanded that my data be removed from all marketing, SMS, and email distribution lists, as I did not wish to be contacted further and had already informed them of my gambling addiction at that time. On the same day, I received confirmation under ticket number 21495242 that my account had been closed.

Nevertheless, I was able to log back into my account on January 15, 2025. After that, I repeatedly requested the casino to close my account permanently, specifically on January 27, 2025 (ticket number 21495242), on January 30, 2025 (ticket number 23365486), on February 3, 2025 (ticket number 23751915), and again on February 22, 2025 (ticket number 23751915). The account closure was finally confirmed on March 2, 2025.

What is particularly troubling for me is that on June 12, 2026, despite my explicit request to have my account deleted and to stop receiving advertising, I received another promotional SMS from Casinova. This message triggered my gambling addiction once again. As a result, I logged in again and lost more money. For me, this is not only a violation of my clearly stated wishes, but also a breach of the provider's data protection obligations. If Casinova itself states that data is deleted or anonymized after account closure and may no longer be associated with me, then, in my opinion, this renewed advertising is incompatible with the casino's own privacy policy.

On June 16, 2026, I was able to log into my account again, even though, in my understanding, it should have been permanently closed long ago. Further losses occurred after that. Several withdrawal attempts were also repeatedly canceled, each time with the explanation that there had been a "technical error" at the financial service provider.

Since June 21, 2026, and again on June 22, 2026, July 1, 2026, and July 26, 2026, I have contacted the casino again, requesting clarification. To date (July 28, 2026), however, I have not received a substantive and binding response, but only general information indicating that the matter has been reviewed or forwarded.

I therefore sincerely request your support. I can provide evidence, screenshots, and all previous correspondence, as I have documented everything.

I demand from the casino a refund of all deposits made since December 12, 2024, amounting to 3,095 euros, as well as written confirmation of the final and irrevocable closure of the account.

In my view, the payout regulations mentioned in the general terms and conditions do not apply in my case, as the casino has clearly violated its own guidelines, both data protection regulations and player protection rules, and has also acted contrary to its own guidelines regarding permanent account closure as a result of self-exclusion.

Hello, this year seems to be filled with similar experiences, and I and my colleagues have noticed increased problem gambling-related situations. This brings me directly to the complaint feature. Would you be willing to lodge a complaint against the operator and let my colleagues investigate the events leading to the account reopen, please? I understand it's not easy, but if you aim to get that check, please start right here: https://casino.guru/complaints/create

Plese donot focus on the refund demand right from the start but rather on a precise timeline with the description of the events and stress that the account has been reopened due to a technical error, please.

The thing is, we can’t really help with situations that are older than 6 months, so next time I suggest you contact us immediately. The mediator will assess the description and decide what can be investigated and how.