Casinova - Se ha retrasado el pago de las ganancias del jugador.

Hi

I registered an account on Casinova.com. I never once used a bonus nor even a single free spin. I have deposited $ and now I'm up to $. I have $ in my balance and 3x$ withdrawals under review. I have requested them as per the limit of one per 24 hours and 3 active at the same time. The first withdrawal occurred the same day I opened the account on June 5. The subsequent 2 we're on July 6 and 7.

I have written to live chat basically every day after their advertised 3-day withdrawal timeframe for Interac e-transfers only to be told there is a delay in processing that is either for security checks or high volumes of withdrawals handled by their "finance team" but they could never specify which. I offered to give them my KYC/verification information and documents in advance but was told repeatedly that this was not necessary for the time being and that if it was to be at one point, I would be notified. The verification section on my account says no documentation is needed. I was also told withdrawals are possible without verification.

It's July 15th now and other than the 3 withdrawal email notifications received on the same date as the withdrawals, there has been absolutely no progress.

I know the CasinoGuru complaints questionnaire says to wait for a 2-week period but I have withdrawn from more popular sites and this absolutely never took so long. Will this always take that long ? I do not wanna wait for multiple months. I asked for a timeframe and was not given an answer other than their pre written ones about not knowing anyting.

Ps just spoke to live chat. I kept proof. The customer service agent just said all our payouts are delayed. There is no end in sight for me. Please help.

I was just advised by Romi to post this complaint after posting a new thread for this casino

Dear player,

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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Still no progress. Still under review. And still no documents required.

If i mistkenly hit the resolved button let me reassure you it is not

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Has the status of your withdrawal requests changed since your last message?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

I have not made any withdrawal requests prior to those. The first withdrawal was made the day i opened the account. I will send you screenshots via email.

I have sent you the relevant screenshots via email. Can you confirm you received it?

The status of my withdrawals remains "under review" as it has been since requesting them

Dear player, have you received any part of your requested withdrawals since your last message? If so, how much was paid out and when?

Have you submitted any new withdrawal requests since then?

Took 18 days to receive 1500$ CAD. That was the first 3 withdrawal. The rest is unpaid.

I have requested 3 new withdrawals and will need 5 more after that. I would like to extend this complaint until they fully pay. The advertised 3 day wait started wednesday for this second round of withdrawals.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila ([email protected]) 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.

Hello JoshAllenAppreciater,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casinova Online Casino,

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.

Respectfully,

Attila G.

Dear all,

Thank you for raising this case and allowing us to participate.We extend our apologies to Philippe for any inconveniences caused by this delay. The withdrawals were temporarily put on hold due to a standard system maintenance. We want to assure the player that his account is now fully operational again and we will make sure to expedite the withdrawals as much as possible. Please bear with us just a bit longer, we will post a confirmation once the full amount is payed out. We are grateful for your patience and understanding. If any questions arise in the meantime, please let us know.

Kind regards,

Casinova Team

Second round of withdrawal has been received today. Please extend the timer as i have another 6 withdrawals to make. Starting today.

PS.

How can a maintenance last so long?

Can this be related to Gigadat Inc Interac e-transfer?

Is this related to the fact i do not need to provide verification docs as of yet ?

Dear JoshAllenAppreciater,

Thank you for the update. Please keep us informed of any further developments.

Last withdrawal request i am waiting for was on aug 9. Will keep you posted.

Dear JoshAllenAppreciater,

Do you have any updates for us?

Still 750$ to receive. I cancelled it once and requested it again last tuesday to see if withdrawing during the week would be faster. But to no avail.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JoshAllenAppreciater,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila