Complaint #12 Casinova Casino

I can't withdrawal my funds

By Zaragoza2025

1 year ago

Hi everyone,

I trying to withdraw 167€ from Casinova since 19th June and is not paid yet. My account is fully verified and they don't give me a solution. Just "sorry and wait" all the time in their chat.

I hope you can help me with that. I show you a screenshot of the pending transaction.

Kind regards.

Disputed Casino Casinova Casino

Reason Delayed payment

Amount €167

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Zaragoza2025,

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 hilarioalmar,

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

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

Delay of payments 1500 euros

Good morning everyone,

I write this complaint because I’ve three pending withdrawals (500e each) since 1th July and I’m not receiving the money. The Casino just ask me to wait and wait with no reasonable reason.

I was like a month to verify my account (I actually needed help from AskGamblers with a past complaint to get my documents accepted) and now they are not paying me.

I hope you can help me again with this issue. I attach the screenshots.

Thanks in advance.

Kind regards,

Resolved

€1,500

Unjustified withdrawal delays immediate action required

Hello,

I currently have two withdrawal requests of €500 pending for 6 days, and another €500 pending for 3 days. No verification has been requested, and yet nothing has been processed.

I’ve sent dozens of emails, always receiving the same generic response, with no real update or resolution.

It is unacceptable that in 2025, an online casino still fails to respect basic withdrawal timeframes. This lack of transparency and efficiency seriously damages your credibility.

I ask that you process my withdrawals immediately.

Resolved

€1,500

Delay of payment 210 euros

Good morning,

I write this complaint because this Casino is delaying my payment.

I also had problems with them to verify my account some months ago, and now I'm not receiving my last withdrawal.

They just give me excuses and ask me to be patient.

I attach the screenshot.

Hope you can help me with that as you did in the past.

Kind regards.

Resolved

€210

Delay of payment since 5th June

Good afternoon,

I'm trying to withdraw some money from this Casino, and it seems impossible to me. I've had a pending one (500€ ) since the 5th of June, and they didn't give me a solution. Just wait and wait. In their condition, the time for a withdrawal is 3-4 days.

I hope you can help me with this. I attach the screenshot.

Kind regards.

Resolved

€500