Queja #4 Casinova Casino

Delayed verification no response from customer service

Por Jenkka30

hace 1 año

I have used Casinova for a while now and everything worked very well, the withdrawals took a while but that was alright by me. But then suddenly out of the blue they asked me to verify everything again with additional requests for documents. I of course delivered every document they requested and most of them were accepted despite the transaction history for my Skrill account, I then later followed up with new documents that were correct, but now Casinova have gone completely cold. I get no updates in my email, live chat can't do anything and I am completely left in the dark with money in my account and withdrawals blocked. In the verification section there is also no place to send in more documents so I am not sure what is going on now. Please help me solve this query because I am getting worried because inside the account is my hard earnt money.

Casino en conflicto Casinova Casino

Motivo Problemas de verificación

Cantidad €2450

Discusión

AskGamblers

• Support Team

hace 1 año

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Jenkka30

hace 1 año

Hey all,
Withdrawal is received and account is verified. Thank you all for the help! The matter is resolved!

Regards, Jenkka30

AskGamblers

• Support Team

hace 1 año

Dear @Jenkka30,

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

hace 1 año

Dear Jenkka30,

We are pleased to inform you that all your withdrawal request has been successfully processed and completed, and there are currently no pending payouts awaiting processing in your account.

We sincerely apologize for any inconvenience that may have occurred due to the delay.

Kind Regards,
Casinova Casino Team

Estadísticas de quejas de Casinova Casino

Resueltas 15 / 16

Cantidad promedio $1,594

Duración media de quejas 9 días

Tiempo de respuesta promedio 2 días

Casinova Casino Quejas

Ver todas las quejas contra este casino.

CASINOVA NO PAGA

Hola.

He estado 15 días esperando un primer retiro de Casinova, después de cruzarnos 7-8 mail y haber hablado con ellos por chat varias veces no hay forma de que paguen, solo contestan de forma genérica y no dicen nada.

No resuelta

€482

No me pagan desde ya quince dia

Hola tengo tres retiros pendientes en mi cuenta de casinova desde hace ya quince dias,ellos en todo momento me dicen que todo va bien y que no hay problema ninguno pero claro pasan los dias y sigo sin cobrar.He tenido paciencia pero veo que me están dando largas hasta que me canse y deje de escribirles por lo tanto quiero poner aquí una queja para presionarlos y que paguen de una vez ya que en su pagina pone que tardan maximo 3 dias en pagar y yo voy ya camino a la tercera semana.

Resuelta

€1,668

Me retrasan y retrasan mi pago dandome largas

llevo una semana que debería haberse procesado mi retiro, he escrito ya varias veces y me dicen que si, que se está procesando pero no es verdad. El lunes pasado ya debería de haberse procesado y no ha sido asi. En cuanto a la verificación pone que mi cuenta no necesita más verificación y no me han pedido más. Ya he hecho capturas de pantalla del suceso.

Resuelta

€2,350

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.

15h Restantes

€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

Resuelta

€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.

Resuelta

€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.

Resuelta

€3,500