Casinova - El retiro del jugador se retrasa en Casinova.

Hello everyone,

I have a problem with Casinova that is causing me great concern. I have deposited money several times in the past, and the first two withdrawals of CHF 1,500 each were processed without any problems.

I had to verify my account, and although more than 24 hours have passed since submitting the request, I haven't received any feedback. My emails are also going unanswered.

The account holds approximately 36,500 CHF.

I am very worried and unsure whether I will even receive my money. I am therefore requesting help or advice on how I can resolve this issue, as customer service is obviously not responding.

Has anyone had similar experiences or have any tips on how to proceed in such cases?

Thank you in advance!

Hallo zusammen,

ich habe ein Problem mit Casinova, das mich sehr beunruhigt. Ich habe in der Vergangenheit mehrfach Geld eingezahlt und die ersten beiden Auszahlungen von je 1.500 CHF wurden problemlos bearbeitet.

Jetzt musste ich mein Konto verifizieren lassen, und obwohl seit der Einreichung bereits mehr als 24 Stunden vergangen sind, habe ich keine Rückmeldung erhalten. Auf meine E-Mails wird ebenfalls nicht reagiert.

Auf dem Konto sind rund 36500 CHF

Ich bin sehr unruhig und unsicher, ob ich mein Geld überhaupt noch erhalte. Ich bitte hiermit um Hilfe oder Hinweise, wie ich mein Anliegen klären kann, da der Kundenservice offensichtlich nicht reagiert.

Hat jemand ähnliche Erfahrungen gemacht oder Tipps, wie man in solchen Fällen vorgehen kann?

Vielen Dank im Voraus!

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 your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

Thank you for your feedback.

I understand your explanation regarding the processing time for withdrawals. Nevertheless, I am currently very confused about the situation and would like to briefly describe what has happened so far:

I have already successfully received two withdrawals of CHF 1,500 each – without prior KYC verification. Afterwards, I was in contact with my VIP manager via email. However, since I was asked to complete the KYC verification, I have received no further feedback, neither from the VIP manager nor from support.

I also contacted the live chat, but received different and sometimes contradictory answers. Unfortunately, this further increased my uncertainty.

I have all relevant screenshots and evidence (emails, chat histories, KYC documents) in full.

Therefore, my question is:

Did I understand correctly that I have to wait a total of 14 days from the date of the payment request, and that there are currently 11 days left before I can file another complaint?

Or would you prefer that I send you the screenshots and documents for review now?

Thank you for your support. I hope for a swift resolution.

Kind regards

Hallo,

vielen Dank für Ihre Rückmeldung.

Ich habe Ihre Erklärung zur Bearbeitungsdauer von Auszahlungen verstanden. Trotzdem bin ich aktuell sehr verwirrt über die Situation und möchte kurz den bisherigen Ablauf schildern:

Ich habe bereits zwei Auszahlungen à je 1.500 CHF erfolgreich erhalten – ohne vorherige KYC-Überprüfung. Danach hatte ich per E-Mail Kontakt mit meinem VIP-Manager. Seitdem ich jedoch aufgefordert wurde, die KYC-Verifizierung durchzuführen, habe ich keinerlei Rückmeldung mehr erhalten, weder vom VIP-Manager noch vom Support.

Zusätzlich habe ich den Live-Chat kontaktiert, dort jedoch unterschiedliche und teils widersprüchliche Antworten erhalten. Das hat meine Unsicherheit leider weiter verstärkt.

Ich habe alle relevanten Screenshots und Nachweise (E-Mails, Chatverläufe, KYC-Dokumente) vollständig vorhanden.

Daher meine Frage:

Habe ich richtig verstanden, dass ich insgesamt 14 Tage ab dem Auszahlungsantrag warten soll und aktuell noch 11 Tage verbleiben, bevor ich mich erneut mit einer Beschwerde melden darf?

Oder wünschen Sie, dass ich Ihnen die Screenshots und Unterlagen bereits jetzt zur Prüfung zustelle?

Vielen Dank für Ihre Unterstützung. Ich hoffe auf eine baldige Klärung.

Freundliche Grüße

Hello Asso007,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

• Did the casino approve your documents since your last post?
• Do your payout resume according to your expectations?
• If the issue persists, please share with me the relevant correspondence between you and casino support.

My email is tomas@casino.guru

Looking forward to your reply and cooperation.

Dear Asso007,

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.

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,
Tomas
Casino.Guru