Complaint #8 Casinova Casino

Delay of payments 500 EUR

By NormanIdeZaragoza

1 year ago

Good afternoon,

I write this complaint because Casinova is not paying me after 8 days from last request (500€). I already receive 1000€ from them in the right times but suddenly they stop paying me.

I asked on their chat and they didn't solve me nothing. Just excuses.

I attach the visual evidence.

Hope you can arbitrate this case.

Kind regards.

Disputed Casino Casinova Casino

Reason Delayed payment

Amount €500

Discussion

AskGamblers

• Support Team

1 year ago

Dear @NormanIdeZaragoza,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casinova Casino

• Representative

1 year ago

Dear NormanIdeZaragoza,

Thank you for your patience.
Kindly be advised that your account is verified. Many thanks for your cooperation.

The relevant department will schedule the requested withdrawal and the money will be into your bank account as soon as possible.

We appreciate your understanding and have a great day.

Best Regards,
Casinova Team

AskGamblers

• Support Team

1 year ago

Dear Casinova Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Casinova Casino

• Representative

1 year ago

Hi NormanIdeZaragoza,

Please be aware that Monday is a bank holiday for our forum support team and the weekends are off as well, but we will come back on Tuesday with an update on this complaint, no worries. We hope for your understanding.

Kind regards,
Casinova Casino Team

Casinova Casino Complaint Stats

Resolved 15 / 16

Avg. Amount $3,264

Avg. Complaint Duration 14 days

Avg. Response Time 2 days

Casinova Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 16 complaints in this category have been resolved.

This operator's average complaint duration is 14 days, while the average duration across all operators is 8 days.

Casinova Casino Complaints

See all complaints for this casino

Complaint regarding delayed 500 euro withdrawal

I requested a withdrawal of €500 from Casinova on 24 September 2026. Casinova states that withdrawals are supposed to be processed within 3 business days. That period has now passed, and my withdrawal remains unprocessed.

I contacted Casinova by email yesterday regarding the delay. Instead of providing a meaningful explanation or a timeframe for processing, I received generic responses. I contacted them again today and have received no response. I have also contacted live chat, but the responses there have likewise been generic and have not addressed the reason for the delay or provided any concrete information about when my withdrawal will be processed.

The way verification works at Casinova is that players do not need to be verified in order to request a withdrawal. If verification is required, Casinova requests the necessary documents from the player, who can then submit them through the website. The verification page on my account explicitly states that my account does not require verification. I have attached a screenshot of this page as evidence.

I have also attached a PDF containing my email correspondence with Casinova, showing the generic responses I have received regarding the withdrawal.

I therefore demand that Casinova stop delaying the withdrawal and process the €500 immediately. If there is a specific reason preventing the withdrawal from being processed, Casinova should clearly state what that reason is and what, if anything, is required from me, rather than continuing to provide generic responses or ignoring my correspondence.

I am asking AskGamblers to assist in resolving this matter and ensuring that my €500 withdrawal is processed.

Resolved

€500

Unjustified delay

Hello,

I am opening this complaint because Casinova has been blocking my withdrawals for 4 weeks now (since mid-May). My account is fully verified, and they even successfully processed a first withdrawal of €500 at the very beginning.

Currently, I have three pending withdrawals of €500 each (totalling €1,500) and a remaining balance of €15,000 on my account, for a total of €16,500. The support keeps giving generic excuses or ignoring me, playing for time. A French mediator from SosCasino tried to contact them, but they just deflected the issue.

Since my account is perfectly in order and a previous payment was made, there is no legal reason to hold my money. I ask for the immediate validation of my €1,500 pending withdrawals and the guarantee that I will be able to withdraw the remaining €15,000 safely without further blockages. Thank you for your help

Unresolved

€16,500

Crazy delay with payments on Casinova

I would like request help from Ask Gamblers to get my money. I have 11 000€ stuck in Casinova. I have not used any bonuses, they don't require KYC and I have made multiple withdrawals before. Their customer service or VIP managers can't help me as they don't know what is going on. My payments has been pending now over 10 days.

Resolved

€11,000

Delayed payment delayed verification and technical problems

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

Resolved

€1,270

Casino don't pay me

Hello,

I have been waiting for my withdrawals from Casinova since October 2nd, 2025. In total, I have €2,000 stuck in my account, but each withdrawal request was for €800, as that was the maximum amount allowed by the platform.

Throughout this entire month, I have been receiving the same email responses repeatedly. The support team asked me to send my national ID and a selfie holding it next to the Casinova website displayed on another device, which I did several weeks ago. They confirmed that they had received my documents and that they were under verification.

However, they have now stopped replying to my emails, and I can no longer access my account.
This situation is very frustrating — I have been waiting for over a month with no solution or update from the casino.

I can provide all the email conversations and evidence if needed to verify my claim.

Please, I need your help to resolve this situation and recover my funds.

Kind regards.

Resolved

€2,000

Delay on payments of 1500e

Hello everyone:

I’m having some issues to withdraw my money from Casinova. I’ve been waiting more than reasonable time (about two weeks) and the only answer I receive on their chat is to wait. The total amount of money is 1,500euros.

I will show you below the evidence.

Thank you so much in advance.

We keep in contact,

Regards.

Resolved

€3,500