Complaint #23 Casinova Casino

Unjustified delay

By Linaelle

1 month 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

94 hours left for Casinova Casino to respond.

Linaelle

1 hour ago

Dear Casinova Casino,
This joke has gone on long enough. Reopening this complaint just to ask for the exact same document is completely absurd.
You have already received:
3 bank statements from La Banque Postale (one of the oldest and most established traditional French banks), downloaded directly from my online portal as original, unaltered PDFs.
A property tax statement (Taxe Foncière) downloaded directly from the official French government tax website, which absolute proves my home ownership at this address. Again, original and unaltered.
A water bill from Limoges Métropole (the public water authority of my city), received as a physical paper document via postal mail, with the envelope folds clearly visible.
I could send my electricity bill, but you would likely reject it too because the names are mixed together, written as "Monsieur et Madame Brutus Huisman Pierre Camille".
At this stage, there is absolutely nothing more I can provide. I assume you have provided no actual evidence to AskGamblers as to why these documents were rejected, simply because no valid reason exists—they are all original and fully compliant.
You keep changing your requirements. Now you claim you don't want photos anymore, which contradicts your previous rejection of my water bill. What interest would I have in falsifying a utility bill when you already hold an official government property tax document proving I own this property?
I request that you validate my documents immediately and process my €16,500 withdrawal.

Casinova Casino

• Representative

2 hours ago

Dear Linaelle,

We kindly request that you upload the necessary documents to complete the verification of your account, enabling us to proceed with your request accordingly.

We kindly request for your proof of address.

For proof of address, you can provide one of the following:

- Utility bill (gas, electricity, water, internet bill, without mobile phone bill),

- Bank statement in PDF format ( not from a digital or direct bank )

- Or a government issued document where your address is visible ( for example from a local municipality).

Proof of address document should be in a PDF format and, not cropped, or edited and, showing your name, full address and issued not more than 6 months ago.

The documents attached should only be in a PDF format, and it is original and has not been edited or modified.

Please ensure that the document provided is an official government document in PDF format. It is essential that the file contains no alterations or hidden details.

Please be advised that scanned copies or screenshots are not acceptable for this document.

We look forward to receive the required document as per our instruction.

Kind regards,
Casinova Casino team.

AskGamblers

• Support Team

9 hours ago

Dear all,

This complaint has been reopened as per Casinova Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

5 days ago

Dear Casinova Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements. Please send the required information to support@askgamblers.com directly.

Please note that, according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and, as such, it will not be shared with third parties.

Please be aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Casinova Casino Complaint Stats

Resolved 14 / 14

Avg. Amount $2,343

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