Complaint #23 Casinova Casino

Unjustified delay

By Linaelle

2 months ago

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

Disputed Casino Casinova Casino

Reason Delayed payment

Amount €16500

Discussion

Linaelle

1 week ago

Casinova: How dare you?
I will no longer allow you to question my honesty and integrity. At this stage, it is your integrity that is under suspicion, not mine.
To the AskGamblers Mediator,
Please look at the casino's response above: it is a pure automated template. They did not even open or inspect the document.
1. The document provided IS the original digital PDF downloaded directly from my official ENGIE provider account.
2. This document features an official 2D-Doc security barcode. This is a cryptographic system created by the French State. If the document were "modified", "edited", or "altered" as they blindly claim, the 2D-Doc signature would immediately fail.
Casinova Casino is systematically rejecting official, cryptographically secured government-level documents with copy-pasted responses to intentionally stall my withdrawal.
I ask the AskGamblers mediator to step in now: either force the casino to verify this authentic 2D-Doc PDF, or close this complaint as UNRESOLVED due to bad faith so this unfair practice is recorded on their profile.

Casinova Casino

• Representative

1 week ago

Dear Linaelle,

Thank you for your response.

Our team requires the original (not a copy), unmodified document as issued directly by your service provider. Please note that modified, edited, or altered documents cannot be accepted under our security procedures.

Once an acceptable document is uploaded, our team will review it as a priority. Thank you for your cooperation.

Kind regards,
Casinova Casino Team.

Linaelle

2 weeks ago

Dear AskGamblers Mediator,
The casino’s response is unacceptable. They are now broadly claiming that official documents are "modified" simply to avoid paying.
At this point, I have submitted 6 official, valid documents:
Original PDF bank statements from La Banque Postale.
An official French Tax Return document (Taxe Foncière).
A physical water bill from Limoges Métropole.
An official ENGIE energy contract attestation issued on July 22, 2026, featuring an authentic French 2D-Doc security barcode.
I am now asking for a clear and immediate resolution:
Option A: Casinova Casino validates my ENGIE proof of address immediately and processes my €1,500 pending withdrawals.
Option B: Casinova Casino provides concrete, technical proof to AskGamblers showing how all 6 official documents from French state-regulated entities were supposedly "modified".
Option C: AskGamblers closes this complaint as UNRESOLVED due to bad faith, impacting the casino’s rating accordingly.
I have fully complied with every single KYC rule. I leave this matter in the hands of the AskGamblers team to enforce fairness.

Linaelle

2 weeks ago

Dear AskGamblers Mediator,
The casino is now making baseless accusations of "modified documents" simply because they have run out of excuses.
The ENGIE attestation I provided is an official, original digital PDF containing an authentic French 2D-Doc security barcode. Accusing an official state-regulated energy provider document of being "falsified" without any technical proof is pure bad faith to avoid paying my money.
I have satisfied all legal KYC requirements. I kindly ask the AskGamblers mediation team to intervene, review the document, and enforce the payout of my pending withdrawals.

Casinova Casino Complaint Stats

Resolved 14 / 15

Avg. Amount $3,444

Avg. Complaint Duration 15 days

Avg. Response Time 2 days

Casinova Casino Complaints

See all complaints for this casino

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

I can't withdrawal my funds

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.

Resolved

€167

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

Delay of payments 500 EUR

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.

Resolved

€500