há 5 meses
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há 5 meses
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 I know the CasinoGuru complaints questionnaire says to wait for a 2-week period but I have withdrawn from more popular sites and this absolutely never took so long.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 in no end in sight for me. Please help.
Editado
há 5 meses
It is true that our complaint team is not able to intervene before the 14-day time frame, as you said.
You can, of course, submit your complaint at any time, though. Sometimes it even helps speed things up whenever a casino sees that there has been a complaint submitted.
Even though there has been a high number of withdrawals at the casino, this has been a long time you have been waiting for your withdrawal, especially if there is no verification involved.
So, please follow this link and submit your complaint. Our team will get into it as soon as possible.
há 5 meses
Thank you i have posted my complaint.
ResponderCitar1
Apagado
yavas197348
apagou a publicação
há 5 meses
Just opened my account so. No withdrawal completed so far.
Apagado
yavas197348
apagou a publicação
Apagado
yavas197348
apagou a publicação
há 5 meses
Im afraid casinova is under anjouan gaming authority and not curacao. I've had 1 positive interaction with a curacao casino. They paid in full without delay. But this has been much difcerent with this anjouan authority licenced casino.
há 5 meses
yavas197348
apagou a publicação
há 5 meses
Well, to tell you the truth, we don't know much about this casino, as there are only 2 user reviews submitted until now.
But when you check their complaints, you can see that some of them are already resolved and players actually really got paid. This could be a good sign, I believe.
And also, as the user above already wrote, the casino really operates under the Comoros (AOFA), actually. 🤷♀️
Apagado
yavas197348
apagou a publicação
yavas197348
há 4 meses
I see no review submitted from your account, so I don't really understand your point, actually. 🤷♀️
Did you get any explanation from the casino about why your withdrawals are not processed, though?
Apagado
yavas197348
apagou a publicação
yavas197348
há 4 meses
Could you please tell us the exact date you requested the withdrawals?
I'm afraid we still don't know this information, actually, and we need it so our complaint team can intervene in case they won't pay you within the 14-day time frame.
Apagado
yavas197348
apagou a publicação
há 4 meses
They just paid my 3 withdrawals. Took 15 days to receive it
Apagado
yavas197348
apagou a publicação
há 4 meses
Im not gonna display sensitive info. I have a complaint still opened and will keep it opened until they fully pay
há 4 meses
My mistake. I waited since July 5. Took 18 days.
há 4 meses
I'm glad they finally started to pay.
So how much do you still have to withdraw now?
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