Casinova - O jogador ainda não recebeu os seus prémios.

I am in New Brunswick Canada and not Quebec!

I am a customer of Casinova Casino, where I have won $8000. However, I am facing significant issues with the withdrawal process. The casino allows a maximum of $500 per withdrawal and only one withdrawal of $500 every 24 hours. I requested three separate withdrawals of $500 each on April 20, 2025, but none of these have been processed yet. Despite contacting customer support multiple times (at least six times), I’ve been told there are delays with no clear resolution. In an attempt to avoid further delays, I also tried to verify my account ahead of time, but I was repeatedly told that this was not an option. Additionally, I’ve felt pressured to continue gambling with my winnings, as the funds remain inaccessible. This ongoing delay is incredibly frustrating, and I’m concerned about the fairness and transparency of the casino’s practices. I am requesting immediate action on my withdrawal and a clear explanation for the continued delays.

Also, now my winnings are $6000 because after waiting an entire week for the withdrawal I went on last evening and played.

Dear jn511825,

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 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.

Dear jn511825,

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.

They paid out the 3 $500 withdrawals between yesterday AM and this AM. Thank you.

Dear jn511825,

Did you request new withdrawals since then?

Do you wish to keep the complaint open until you receive all your payments or close it as resolved as the casino eventually paid out?

Awaiting you response.

Regards,

Nick

Dear jn511825,

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.

i ended up spending the remaining $6000 which is terrible but it’s a result of their $500 max a day withdrawal (only allowed 3 at at time). It took several days to receive the first amounts which prevented me from requesting to withdrawal more money. Then ontop of that, I didn’t know if the casino was legit so I played the other funds. Sure enough, they paid out the $1500 not far off this time/not long after the other money was spent.

I would like to take further action, but I don’t know my rights because essentially the Casino didn’t have any barriers to withdraw or cancel withdrawals in place therefore, I spent the other money. There were two things one I wasn’t confident that the casino was legitimate and two it took a long time for the maximum withdrawal to be processed. Therefore, the other money had to linger in the account for several days and only small portions of the remaining money would be able to be withdrawn because they would Constantly make you leave so much and only approve so much per day. and it’s truly less than ideal in a tactic to get people that continue to spend their winnings.

I just counted and since I requested account closure on May 9, 2025 for problem gambling, I’ve been able to add $1805 CDN. I want this money returned.

Dear jn511825,

Can you please forward the exact same request you have sent to the casino along with their response to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Yes- forwarded to you Nick.

Just to let you know when I was going through everything to forward, I don’t see a ticket number for the first email on May 9th but I did request via the chat and again via that sent email. They just never respond.

Thank you jn511825 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jn511825,

My name is Michal 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,

Michal

Dear jn511825,

We are pleased to confirm that your payment has been successfully completed.

Moreover, we would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article, there is no refund available for your account.

Kind regards

Casinova Casino Team

Dear jn511825,

Could you confirm for me how much in total you were able to withdraw since the beginning of this complaint?

$1500 total is all I was able to withdraw

Then they disregarded my wishes to close my account via chat for problem gambling reasons, which I explicitly stated. I followed their directions given via the chat, copy and pasted the email they told me to write and then sent the email to close my account. My account proves a email was successfully sent and shows the correct recipients ent email. I cannot control whether their system failed to recognize the email nor was I aware I had to receive a support ticket; however, they had two communications requesting account closure and to this date, the account is still open!!!

The account is now closed, shortly after the last update.

Dear jn511825,

Can you tell me when exactly you made the deposits after your account closure request on the 9th of May?

Sure! As you know, initially, with the delays and restrictions on my winnings, I ended up spending the majority of the winnings. Funny enough, the legitimacy of Casinova through the payout of the $1500 coincided with when most of my winnings were lost, gambling.

My partner became very upset and together the requests via chat and email were done for my problem gambling. However, consistent with the mindset of someone struggling with gambling addiction, I still held onto the irrational hope that I could win again — and recoup the losses. In fact, when I requested the closure, I was also hoping that my access would be cut off immediately, to protect me from myself.

Unfortunately, once additional funds were made available after the closure request and my account remained active, it triggered a relapse. I continued playing, deepening both the emotional and financial damage.

This experience has made it clear that Casinova doesn’t care about customer

wellbeing but would rather take any additional opportunity to earn money at the expense of a struggling customer. Online gambling is highly addictive, and for individuals struggling with it, every delay in enforcing self-exclusion or account closure can have devastating consequences. I’ve learned from this experience, when a person pleads for their account to be closed due to problem gambling, this is not a casual request — it’s a desperate call for help that must be honored immediately to prevent further harm.

I hope this explanation helps clarify the reasoning behind my actions. I hope Casinova will admit their negligence and lack of action and refund me the $1805 that should never have been gambled on their site.

Dear jn511825,

I would like to politely ask you once again, since I did not receive a reply in your last post. Could you tell me the exact dates and amounts of the deposits that you made to the casino after the 9th of May?

Dear jn511825,

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.

Hello,

Please be advised that I requested my transaction history from Casinova on June 4/25. I am still waiting for this. I forwarded the emails to your email michal.v@casino.guru. They didn’t email me receipts of deposits but they have responded. I had some screenshots but not all and since I cannot login, they hold this information.

I will show proof as soon as they send it or you are welcome to ask them for it as well.

Thanks so much for your help.

Nick

Dear jn511825,

Thank you for the update. I have received your emails.

Dear Casinova Casino,

We are waiting for you to provide us with the player's summary of deposits and withdrawals.

Dear Michal,

We would like to inform you that we are looking into your request and you will receive the player's transaction history as soon as possible.

Thank you for your cooperation.

Kind regards,

Casinova Casino Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Michal,

I received the transaction history. I sent it to you nikolas.b@casino.guru I believe I sent it to the wrong person (Nikolas was the person helping earlier on). If you provide your email I will send it to you. Thank you

It’s a total of $1840 from May 12 and onward.

Though the account closure was requested May 9 🙁

Dear Michal,

We would kindly request to check the required transaction history provided via email.

If you have any additional questions don't hesitage to contact us.

Thank you for your cooperation.

Kind regards

Casinova Casino Team

Hello jn511825,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal 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 Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Casinova Casino,

I can not seem to find the email from you. Would you be able to send the player's transaction history again? Please, send everything to michal.v@casino.guru

Dear Michal,

We would like to inform you that we've provided you the required transaction history in 30569617.

If you have any additional questions please contact us.

Kind regards

Casinova Casino Team

Dear Casinova Casino,

Can you confirm for me that you have received an email from the player mentioning his wish for self-exclusion with the mention of a gambling problem? If so, when?

Dear Michal,

We can confirm that we didn't receive an email from the player mentioning his wish for self-exclusion with the mention of a gambling problem. Furthermore, we would like to add that the player's account was closed once we received his complaint, in which was mentioned. Thank you for your cooperation.

Kind regards,

Casinova Casino Team

I sent an email. There’s proof of it and I also discussed this via the chat. I took the exact email address they gave me and pasted it in my email and sent the email. This is so frustrating.

Dear jn511825,

Would you be able to send me a screen recording of you going into the "sent" folder in your email inbox, so I can be sure that you indeed sent the emails? Please, send it to michal.v@casino.guru. I will be waiting for your email

Sent!

Dear jn511825,

Thank you for the provided evidence.

Dear Casinova Casino,

Could you share with me a screenshot from your system that shows all of the players' emails that you received?

Dear Michal,

We kindly request to check the required screenshots provided via email.

Thank you for your cooperation.

Kind regards

Casinova Casino Team

Dear everyone,

After carefully reviewing the compelling evidence presented by both parties, I would like to propose a compromise to resolve this matter. Specifically, I recommend issuing a refund to the player in the amount of 3,000 Canadian dollars, which is 50% of the originally requested sum. I believe this resolution fairly reflects the information and documentation provided and demonstrates a mutual willingness from both parties to reach an equitable and reasonable outcome.

Dear Casinova Casino,

Would you be willing to proceed with the proposed resolution?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Unfortunately, I have not heard back from the casino. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to get back to us, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

We’ve reopened this complaint at the request of Casinova. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casinova,

Could you give us an update on the situation? What is your current standing?

Dear Michal,

The request is under review from our side and we will be back with an update and appropriate reply in the nearest time possible.

Thank you for your patience and understanding!

Kind regards,

Casinova Casino Team

Dear Casinova,

We are waiting for your updates.

Dear Michal,

Thank you for your patience.

Following a thorough review, we concluded that the complainant did not mention any gambling-addiction concerns in his correspondence with our Support team on 09.05.

Instead, the reason stated for the account closure was the player’s general dissatisfaction with their lack of winnings, which prompted the support agent to prepare a bonus offer. However, the complainant abruptly left the chat before the offer could be presented and did not confirm the account closure.

Taking this into consideration, we see no basis for a refund. If any questions arise, please let us know.

Kind regards,

Casinova Team

Untrue casinova!

Dear Casinova,

Can you comment on the email provided by the player in their last message? Have you received such an email?

Dear all,

After a careful review, we would like to kindly confirm that we didn't receive the referred email.

Kind regards

Casinova Casino Team

Since both parties have provided evidence supporting their respective positions, I would like to return to the compromise I previously proposed before our communication was interrupted. After thoroughly reviewing the compelling documentation submitted by both sides, I recommend issuing the player a refund of 3,000 Canadian dollars, representing 50% of the originally requested amount. I believe this solution fairly reflects the information presented and shows a mutual willingness from both parties to achieve a balanced and reasonable outcome.

Dear Casinova Casino,

Would you be willing to move forward with this proposed resolution?

Dear all,

We hope you are well. Upon a second review of the case, we concluded that the complainant is eligible to receive a $1805 refund. To initiate the payment, we kindly ask jn511825 to share his bank details in response to our most recent email. Looking forward to hearing back from you!

Kind regards,

Casinova Team

Hi Casinova,

I didn’t get an email from you. I’m going to reply to a thread / in hopes that this will work. Is there a reference number? I’ll cc you Michal.

I’ve located the email

Dear jn511825,

Please let me know once you have received the payment.

Dear jn511825,

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.

Hi I have not received the payout yet. I got an email this morning stating it was cancelled.

I am waiting to hear back as to why. They have my banking information and have had it for a week now.

Dear jn511825,

Thank you for your patience during this time.

Please be informed that the transaction failed due to missing TRANSIT and FIN numbers. We kindly ask you to share your bank details again in the same email thread with this information included.

As soon as we receive your response, we will process the refund with high priority.

Looking forward to hearing back from you!

Kind regards,

Casinova Team

You’ve received my response December 16 at 12pm ADT and still nothing.

Dear Casinova Casino,

Can you give me an update on the situation?

This continues to be so disappointing. I have immediately responded to their emails, provided all information and still, nothing has been paid out. Not even a response to several emails, more recently… I want this resolved. Thanks for checking in Michal.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Happy New Year! We hope you are well.

Please be informed that the transaction failed due to missing TRANSIT and FIN numbers.

We kindly ask you to share your bank details again in the same email thread (ref. #40328989) with this information included.

Your cooperation is much appreciated.

Kind regards,

Casinova Team

Dear Casinova,

Thank you for the update.

Dear jn511825,

Please follow the casino's instructions.

I returned all the info Jan 7/26 and still nothing. I have cc you Michal in my responses to casinova.

Dear jn511825,

Thank you for keeping me in the loop with the emails.

Dear Casinova,

Could you give us an update on the situation?

Dear jn511825,

We’ve just replied to our thread with a few follow-up questions. We need a little more bank details from you canada user before we can move forward with the refund.

We apologize for any inconvenience or delay this may cause, but we want to make sure we get everything sorted out correctly for you.

Best regards,

Casinova casino Team

Thank you, Casinova, for the details

Dear jn511825,

Please proceed according to the casino's instructions. I will be waiting to hear from you.

Dear All,

We hope this message finds you all well.

We are pleased to inform you that the refund transaction has been successfully completed.

Kind Regards,

Casinova casino Team

It has not been deposited yet but I will update once received. Thank you!

Dear jn511825,

I am looking forward to hearing from you.

Received. Thank you so much Michal for your help with this!

Dear jn511825,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru