I would like to submit a formal complaint regarding Casinova Casino.
On 8 December 2025, I played at Casinova Casino and won a total of €1,270. I attempted to make a withdrawal immediately after winning, but I was informed that withdrawals could not be processed due to a “technical issue” on the casino’s side.
At the very beginning, I proactively asked customer support about account verification, as I wanted to ensure there would be no delays with withdrawals. Despite this, the casino did not request any verification documents at that time.
Only two weeks later was I finally asked to submit verification documents. I provided all the requested documents promptly. Now, another two weeks have passed, and I have been informed that my documents are still “under review,” with no clear explanation, deadline, or progress updates.
Throughout this process, I have contacted customer support multiple times. The responses have been vague and repetitive, stating only that the matter is being handled, without any concrete information or resolution.
This situation is unacceptable. The delay appears to be caused entirely by the casino:
Initial withdrawal attempts were blocked due to a claimed technical issue
Verification documents were requested only after a significant delay
The verification process itself has now stalled for weeks without justification
If a casino offers withdrawals and allows players to deposit and play, it should be prepared to process withdrawals and verification in a reasonable and transparent timeframe. Waiting over a month due to internal issues and delays is not reasonable.
I am requesting AskGamblers’ assistance in investigating this case and helping to ensure that my legitimate winnings of €1,270 are paid without further delay.
I am ready to provide all supporting evidence, including dates, screenshots, and communication logs, if required.
Kind regards
