Casinova - Los retiros de jugadores se han retrasado.

Hello, I've been waiting for my withdrawals from Casinova since September 15th, and I have a total balance of €10,500 in my account. Unfortunately, absolutely nothing has been done by the casino, and I hope you can help me get the casino to finally process my withdrawals.

No verification has been requested yet, and my winnings have been accumulated with a VIP deposit bonus.

Hallo, ich warte seit 15.09. auf meine Auszahlungen von Casinova und habe insgesamt 10500€ Guthaben auf meinem Account. Leider passiert absolut nichts seitens des Casinos und ich hoffe Sie können mir helfen dass das Casino anfängt meine Auszahlungen endlich zu bearbeiten.

Es wurde bisher keine Verifizierung angefordert und meine Gewinne wurden mit einem VIP Einzahlungsbonus akkumuliert.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinova.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you haven't previously paid out from the casino?
• Could you please share with me your recent communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, no, I haven't received any payouts from this casino yet.

I was in the live chat and these were the answers

Hallo Tomas, nein ich habe bisher keine Auszahlung von diesem Casino erhalten.

Ich war im Live Chat und das waren die Antworten

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Samuel (samuel.s@casino.guru),

who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Maruschka,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casinova to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casinova,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear All,

We would like to provide a clarification regarding the player’s withdrawals.

Up to this point, a total of six withdrawal requests have been successfully processed, with the most recent one completed today. There are currently no pending withdrawal requests on the player’s account.

Please note that during the first withdrawal requests, our payments department performed standard verification and security checks as part of our internal procedures. These checks are a normal part of the process and are carried out to ensure the safety and compliance of all transactions.

We sincerely thank the player for their patience and cooperation, and we will continue to process any future withdrawal requests as quickly as possible.

Best regards,

Casinova Casino Team

Thank you to the casino representative for the update.

Maruschka, could you please confirm if all payments have now been received as stated? Also, do you plan to make any further withdrawals, and what is your current account balance? This information will help me determine how to proceed with your complaint.

Hello,

Thank you for your update and for keeping us informed, Maruschka. We also appreciate your clarification, Casinova Team, regarding the player’s withdrawals.

According to the player, they still have not received a payout for the past 7 days despite having already completed the verification process. Could you please clarify why there is this additional delay and where the issue currently lies? Understanding the reason will help everyone in the thread see what is happening and ensure transparency in accordance with your procedures.

Thank you for your cooperation.

Dear Maruschka,

We are happy to confirm that three of your withdrawal requests have been scheduled for processing today.

Thank you for your patience; your funds are currently being finalized by our Finance Team.

Kind regards,

Casinova Casino Team

Hello everyone,

Thank you, Casinova Casino Team, for the update and clarification.

Dear Maruschka, could you please confirm once the mentioned withdrawals are successfully received? It would also be helpful if you could share whether you plan to submit additional withdrawal requests so we can continue to monitor how the process develops.

We’ll wait for your feedback before taking the next steps.

Hello, yes, I have received the payouts. Now only €1,400 remains.

Hallo, ja ich habe die Auszahlungen erhalten. Jetzt sind nur noch 1400€ ausstehend.

Dear Maruschka,

Thank you for confirming that you have received the payouts.

Regarding the remaining balance, please note that no new withdrawal request has been submitted since the last transactions, and therefore there are currently no pending withdrawals on your account.

Kind regards,

Casinova Casino Team

Hello there,

Thank you to both the player and the casino for the previous updates.

Maruschka could you please let me know how your other withdrawals are progressing and whether you plan to request any additional withdrawals? This will help me determine the next steps before closing this complaint.

Thank you, and I’m looking forward to your reply.

Hi Samuel, I just received the last of my payouts. Thank you so much for your help and thanks to Casinova.

Hallo Samuel, ich habe soeben die letzten Auszahlungen erhalten. Vielen Dank für die Hilfe und danke an Casinova.

Hello Maruschka,

Now that the issue has been successfully resolved, I will proceed to mark this complaint as resolved in our system. I appreciate your cooperation and confirmation, and should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help.

As you know, we do not charge for our services nor do we accept any gratuities. However, we would really appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, as well as any suggestions for improving our complaint resolution and mediation process, would be very valuable. Your feedback could assist others who may be considering reaching out to us regarding online casino-related issues.

Thank you in advance for your time and support.

Best regards,

Samuel

Casino Guru