Casinova - O pedido de retirada do jogador está atrasado.

Good morning,

I can't withdraw my money because they're rejecting my documentation because they feel like it.

I made my deposit with a credit card and they asked me for a statement of it which I attached and they rejected it.

It's clearly the document they're asking for, but they say there's no income in it, when most of my income comes via bank transfer. I'll also send them the account statement that lists everything, but there's no income either.

What they don't want is to pay and they publicly denounced

Buenos días,

no puedo retirar mi dinero puesto que me rechazan la documentación porque les da la gana.

Yo hice mi ingreso con tarjeta de crédito y me piden un extracto de ella la cual adjunto y me la rechazan.

Claramente es el documento que piden pero dicen que no hay ingresos en ella cuando a mi la mayoría de los ingresos me los hacen por transferencia bancaria. También les mando el extracto de la cuenta donde se incluye todo, pues tampoco.

Lo que no quieren es pagar y denunció públicamente 

Dear hilarioalmar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To clarify your situation, could you please provide answers to the following questions?

• What specific documents were requested by the casino for your withdrawal?
• Could you specify how many times you have submitted the required documentation?
• Do you have any available bank statements showing your income?
• Have you received any feedback from the casino regarding the specific reasons for the rejection?
• Is there any other correspondence or communication from the casino that you can share?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documents that you would like to forward for our review, please send them to veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Good morning,

The casino asked me for a card statement showing the deposit on their website, which I uploaded here and sent them 7/8 times.

In addition to the card statement, I have also sent you a bank statement and a certificate of ownership, which shows that the card I used to deposit is linked to the bank account where I normally receive my deposits.

I can share all the documentation you want, and the entire email thread with them, where it's clear they're not paying because they don't want to, since these documents are clearly revealing. In fact, I'm going to send it to that email address.

Buenos días,

el casino me solicito un extracto de la tarjeta donde se viera el ingreso en su web que lo he subido aquí y se lo he mandado 7/8 veces.

aparte del extracto de la tarjeta también les he mandado un extracto bancario y un certificado de titularidad en el cual se ve como la tarjeta con la cual ingrese está vinculada a esa cuenta bancaria donde yo recibo los ingresos normalmente.

puedo compartiros toda la documentación que queráis y todo el hilo de correos con ellos donde se ve claramente que no pagan porque no quieren puesto que estos documentos son claramente esclarecedores. De hecho voy a mandártelo a ese mail

Thank you very much, hilarioalmar, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear hilarioalmar,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinova Online Casino representative to join this conversation.

Dear Casinova Online Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka and Hilarioalmar,

This complaint was already registered and in process of solving via another forum, but we're going to post the response here as well:

Thank you for your message, and please accept our sincere apologies for the inconvenience caused.

We’re pleased to inform you that your account verification has already been successfully completed. We truly appreciate your cooperation and patience throughout this process.

Regarding your pending withdrawal, we would like to reassure you that it is currently being prioritized and will be processed as soon as possible. Should you have any further questions or concerns, please don’t hesitate to reach out — we’re here to help.

Kind regards,

Casinova Team

Dear hilarioalmar,

Please notify me, when you start receiving withdrawals.

Thank you.

Dear hilarioalmar,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru