Casinova - O jogador afirma que o seu pagamento foi atrasado.

Dear Casinoguru team,

I played at Casinova with a 200% bonus and completed the wagering. My balance of €1,141.84 was then converted to real money. According to the bonus terms and conditions, there is no maximum cashout; otherwise, my balance would have changed.

I've now increased my stake to €7,500, but I'm now having problems withdrawing. I can only submit three requests of €500 each per day. Three requests are currently still open because they haven't been processed yet. Live chat support just keeps telling me not to worry and that the money will be transferred as soon as possible. They usually say withdrawals should be processed within three days.

According to the information on the website, I don't need to verify myself, and there's no option to upload documents. Attached are screenshots of my real money balance and the wager completion.

I find it very disappointing that I have deposited several thousand euros at several casinos in this group, but can only make a withdrawal by filing a complaint with you. I sincerely hope you can help me get a full payout.

Thank you for your support!

Best regards

Julian

Liebes Casinoguru-Team,

ich habe im Casino Casinova mit einem 200%-Bonus gespielt und den Wager abgeschlossen. Mein Guthaben von 1.141,84 € wurde daraufhin in Echtgeld umgewandelt. Laut den Bonusbedingungen gibt es keinen maximalen Cashout, ansonsten hätte sich mein Guthaben ja verändert.

Ich habe meinen Einsatz mittlerweile auf 7.500 € erhöht, jedoch gibt es nun Probleme bei der Auszahlung. Ich kann lediglich 3 Anträge à 500 € pro Tag stellen. Drei Anträge sind derzeit noch offen, da diese noch nicht bearbeitet wurden. Der Support im Live-Chat sagt mir immer nur, dass ich mir keine Sorgen machen soll und dass das Geld so schnell wie möglich überwiesen wird. Normalerweise heißt es, dass eine Auszahlung innerhalb von 3 Tagen erfolgen sollte.

Laut den Informationen auf der Website muss ich mich nicht verifizieren und es gibt keine Möglichkeit, Dokumente hochzuladen. Im Anhang finden Sie Screenshots von meinem Echtgeld-Guthaben und dem Abschluss des Wagers.

Ich finde es sehr enttäuschend, dass ich bei mehreren Casinos dieser Gruppe mehrere Tausend Euro eingezahlt habe, aber bei der Auszahlung nur weiterkomme, wenn ich eine Beschwerde bei Ihnen einreiche. Ich hoffe sehr, dass Sie mir dabei helfen können, die vollständige Auszahlung zu erhalten.

Vielen Dank für Ihre Unterstützung!

Mit freundlichen Grüßen

Julian

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

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I wanted to give you a brief update on my current situation. As of today, I'm no longer receiving any helpful responses to my withdrawal requests in the chat. I was previously told not to worry, but now the chat is simply abruptly closed without me receiving a proper answer. I find this very rude and disappointing.

I hope you can help me resolve this issue, as I have not received satisfactory support so far.

ich wollte Ihnen ein kurzes Update zu meiner aktuellen Situation geben. Stand heute bekomme ich auf meine Auszahlungsanfragen im Chat keinerlei hilfreiche Antworten mehr. Vorher wurde mir zwar gesagt, ich solle mir keine Sorgen machen, aber mittlerweile wird der Chat einfach abrupt verlassen, ohne dass ich eine richtige Antwort erhalte. Das finde ich sehr unhöflich und enttäuschend.

Ich hoffe, dass Sie mir bei der Lösung dieses Problems weiterhelfen können, da ich bislang noch keine zufriedenstellende Unterstützung erhalten habe.

Don't be surprised: The notification in the top right corner is just a deposit bonus, instead of my withdrawal finally being processed

Nicht wundern: Die Benachrichtigung oben rechts ist nur ein Einzahlungsbonus, anstatt dass endlich meine Auszahlung erledigt wird

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.

Hello Dominika,

To date, I haven't received any payout—not even the first installment of €500 out of a total of €7,500. It's very disappointing that I keep getting the same standard answers from support without anything changing.

Hallo Dominika,

bis heute habe ich keinerlei Auszahlung erhalten – nicht einmal die erste Rate von 500 € von insgesamt 7.500 €. Es ist sehr enttäuschend, dass ich vom Support immer nur die gleichen Standardantworten bekomme, ohne dass sich etwas ändert

Two weeks have passed, and I receive nothing but apologies from support every day—but I haven't received any of my payouts. I now feel like the casino is hoping I'll lose my cashout again; I can't explain it any other way.

Es sind mittlerweile schon zwei Wochen vergangen und vom Support erhalte ich täglich nur Entschuldigungen – doch davon bekomme ich keine meiner Auszahlungen. Inzwischen habe ich das Gefühl, dass das Casino darauf hofft, ich meinen Cashout wieder verspiele, anders kann ich es mir nicht erklären

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?

Could you please specify the bonus you used?

Have you contacted the casino to explicitly ask whether they require any documents or action to complete the verification process?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Dear Ms. Dominika,

Thank you very much for your message and your commitment to helping me with my request.

I have just sent you a detailed email with all relevant information, including my previous communication with the casino, the bonus details used and details of my verification, to the address provided. dominika.l@casino.guru

sent.

Please briefly confirm receipt of my email as soon as possible. If you require any further information or documents, please let me know.

Thank you in advance for your support and I hope for a timely solution.

Best regards

Julian

Sehr geehrte Frau Dominika,

vielen Dank für Ihre Nachricht und Ihr Engagement, mir bei meinem Anliegen zu helfen.

Ich habe Ihnen soeben eine ausführliche E-Mail mit allen relevanten Informationen, inklusive meiner bisherigen Kommunikation mit dem Casino, den verwendeten Bonusdetails sowie Angaben zu meiner Verifizierung, an die angegebene Adresse dominika.l@casino.guru

gesendet.

Bitte bestätigen Sie kurz den Erhalt meiner E-Mail, sobald möglich. Sollten noch weitere Informationen oder Dokumente benötigt werden, lassen Sie es mich bitte wissen.

Ich danke Ihnen im Voraus für Ihre Unterstützung und hoffe auf eine zeitnahe Lösung.

Mit freundlichen Grüßen

Julian

Dear Dominika,

Thank you for your support in this case. Unfortunately, I requested my first withdrawal of €500 on August 28, and as of today, I still haven't received anything—after more than 18 days.

I have a total balance of €7,500, but I haven't even made my first withdrawal yet. Support just keeps repeating the same statements without actually doing anything.

I therefore urge you to exert more pressure on the casino on my behalf to ensure that the entire sum of €7,500 is paid out immediately and in full to my MiFinity account.

Thank you for your support – I really hope you can finally get this moving.

Best regards

Julian

Liebe Dominika,

vielen Dank, dass Sie mich in diesem Fall unterstützen. Leider habe ich am 28.08. meine erste Auszahlung von 500 € beantragt, und Stand heute habe ich immer noch nichts erhalten – also nach über 18 Tagen.

Insgesamt habe ich 7.500 € Guthaben, aber nicht einmal die erste Auszahlung ist bislang erfolgt. Der Support wiederholt lediglich dieselben Aussagen, ohne dass wirklich etwas passiert.

Ich bitte Sie daher dringend, in meinem Namen beim Casino stärkeren Druck aufzubauen, damit die gesamte Summe von 7.500 € sofort und vollständig auf mein MiFinity-Konto ausgezahlt wird.

Vielen Dank für Ihre Unterstützung – ich hoffe sehr, dass Sie hier endlich Bewegung in die Sache bringen können.

Mit freundlichen Grüßen

Julian

Hello Dominika,

Thank you for your support so far. Unfortunately, contacting casino support directly is no longer of any use – for weeks now, I've only been getting excuses or the chat simply cuts out without anything happening.

My three withdrawal requests have been pending for 19 days now. Since I can only submit three at a time, the whole process is dragging on for months. In my opinion, this is pure harassment and completely unacceptable.

Therefore, I request that you urgently clarify this matter for me and ensure that my full payout amount of €7,500 is transferred immediately and in full to my MiFinity account. Given the extreme waiting times, I consider this the only fair solution.

I have attached the screenshots again.

It would be very important to me that the casino responds decisively this time and that I finally get my money.

Thank you very much for your help!

Best regards

Julian

Hallo Dominika,

ich danke dir für deine Unterstützung bisher. Leider bringt es überhaupt nichts mehr, wenn ich mich direkt an den Casino-Support wende – dort bekomme ich seit Wochen nur Ausreden oder der Chat bricht einfach ab, ohne dass etwas passiert.

Meine drei Auszahlungsanträge sind nun seit 19 Tagen unbearbeitet. Da ich nur drei gleichzeitig stellen kann, zieht sich das Ganze über Monate hin. Das ist in meinen Augen reine Schikane und absolut unzumutbar.

Daher bitte ich dich, das Thema dringend für mich zu klären und dafür zu sorgen, dass mir mein kompletter Auszahlungsbetrag von 7.500 € sofort und vollständig auf mein MiFinity-Konto überwiesen wird. Angesichts der extremen Wartezeiten halte ich dies für die einzig faire Lösung.

Ich habe dir erneut die Screenshots im Anhang beigefügt.

Es wäre mir sehr wichtig, dass das Casino diesmal verbindlich reagiert und ich endlich zu meinem Geld komme.

Vielen Dank für deine Hilfe!

Liebe Grüße

Julian

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 SweedMusic,

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

Hello Samuel,

Unfortunately, I still haven't received any money. I've been getting the same excuses from support for three weeks, but nothing's happened.

Best regards

Julian

Hallo Samuel,

leider habe ich immer noch kein Geld erhalten. Im Support bekomme ich seit drei Wochen nur die gleichen Ausreden, aber es passiert nichts.

Liebe Grüße

Julian

Hello Samuel,

Thank you for taking on my case.

Unfortunately, I have to inform you that I haven't received any real help from the provider so far. Instead of clear information, I keep getting only stupid, evasive answers, and several times I've even been kicked out of the chat as soon as I've asked questions.

I have attached all relevant screenshots so you can see for yourself.

I sincerely hope that with your support, you can ensure that my payout is finally processed.

Best regards

Julian

Hallo Samuel,

vielen Dank, dass Sie meinen Fall übernommen haben.

Leider muss ich Ihnen mitteilen, dass ich vom Anbieter bisher keinerlei echte Hilfe bekomme. Statt klarer Informationen erhalte ich immer wieder nur dumme, ausweichende Antworten, und mehrmals wurde ich sogar einfach aus dem Chat gekickt, sobald ich nachgefragt habe.

Im Anhang habe ich Ihnen alle relevanten Screenshots beigefügt, damit Sie sich selbst ein Bild machen können.

Ich hoffe sehr, dass Sie mit Ihrer Unterstützung erreichen können, dass meine Auszahlung endlich bearbeitet wird.

Mit freundlichen Grüßen

Julian

Dear Samuel,

A quick update from me: I have now requested three new withdrawals, but unfortunately none of them have been processed yet.

Could you please follow up with the casino and insist on faster processing? I don't want to wait another month for each withdrawal – otherwise, the entire payout will take several months.

Many thanks for your support!

Best regards

Julian

Lieber Samuel,

kurzes Update von mir: Ich habe inzwischen wieder drei neue Auszahlungen beantragt, aber leider wurde bisher keine davon bearbeitet.

Könntest du bitte beim Casino nachhaken und darauf drängen, dass die Bearbeitung schneller erfolgt? Ich möchte ungern für jede Auszahlung erneut einen Monat warten – sonst zieht sich die komplette Auszahlung über mehrere Monate hin.

Vielen Dank für deine Unterstützung!

Beste Grüße

Julian

Dear SweedMusic,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

We are pleased to inform you that your withdrawal request has been successfully completed.

Your new withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Casinova Casino team

Please leave the complaint open until my entire money has been successfully paid out

Bitte Beschwerde offen lassen, bis mein komplettes Geld erfolgreich ausgezahlt wurde

Hello, and thank you for the information provided, SweedMusic, as well as the casino representative. The complaint will remain open for now, and I kindly ask you, SweedMusic, to provide an update on how much of the funds you have already successfully withdrawn from your casino account.

Dear SweedMusic,

We wish to inform you that we are diligently reviewing your request.

Your recent withdrawal request has been forwarded to the relevant department, which will process the payment at the earliest possible opportunity.

We appreciate your patience and understanding.

Kind Regards,

Casinova Casino team

Thank you to the casino representative for sharing their response.

Dear SweedMusic, could you please let me know once a withdrawal request has been made? This information will help us move the complaint forward.

Hi SweedMusic,

Thank you for sharing these details with us. I understand your frustration with the situation and the long delay you’ve been experiencing.

At this point, I would like to kindly invite the casino representative to provide their comment regarding your case. Could you please clarify the reasons for the current payout structure and whether the player can expect the remaining balance to be transferred in full?

Still no money received as information, about as soon as possible

Immer noch kein Geld erhalten als Info, von wegen schnellstmöglich

Dear SweedMusic,

We understand what you mean, and the delay is mainly due to a high volume of requests; otherwise, withdrawals are usually processed well before this timeframe.

Therefore, we kindly ask you to be a little more patient, which you have already been so far.

We would like to kindly request that you submit your new withdrawal requests.

We will make every effort to expedite the process by forwarding your request to the appropriate department once you have requested the new withdrawals.

Thank you for your patience and cooperation.

Best Regards,

Casinova Casino Team

Dear SweedMusic,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Your new withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you in advance.

Kind Regards,

Casinova Casino Team

I would like to thank SweedMusic for their cooperation and patience throughout this complaint. Their handling of the situation has been exemplary despite the delays.

At the same time, I must strongly urge the casino to strictly adhere to their own withdrawal rules and ensure that all pending payments are processed without further unnecessary delays. It is crucial for fairness and compliance that these rules are followed, and this complaint is resolved as quickly as possible.

I would also like to ask the casino representatives to provide an update on the status of the remaining payments and clarify when the player can expect the next withdrawals to be processed.

Dear SweedMusic,

We are pleased to inform you that your last 3 withdrawal requests have been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Thank you for your understanding, and should you have any further questions, please don’t hesitate to contact us.

Best Regards,

Casinova Casino Team

Thank you to the casino representative for the response and the information provided.

I kindly ask you, SweedMusic, to confirm whether the withdrawal has been successfully received, so that we can proceed with closing this complaint.

No, see screenshot, it's still open, what is the casino saying?

Nein siehe screenshot ist immer noch offen was labert das casino da?

Nothing outstanding has been paid out

Ausstehend wurde nichts ausgezahlt

SweedMusic, I understand that your withdrawal is still not visible in your MiFinity account. Withdrawals via e-wallets like MiFinity are generally faster than traditional bank transfers, though processing times can vary. I kindly ask you to be patient while waiting for the funds to appear, and please provide updates only when there is meaningful progress. Let me know once the funds arrive so we can track the situation accurately and ensure a fair resolution of the complaint. Your cooperation is greatly appreciated.

Thanks Samuel, I will get back to you as soon as the money arrives

Danke Samuel, werde mich melden sobald das Geld ankommt

I have received everything. Many thanks to both sides, especially to Samuel

Habe alles erhalten vielen Dank an beide Seiten, besonders an Samuel

Dear SweedMusic,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel S.

Casino.Guru