Casinova - Вывод средств игрока задерживается.

I requested a withdrawal of €800 in total, one for €500 and the other for €300, and it's been reversed several times for 15 days. My account is fully verified (KYC OK). The chat keeps giving me canned responses to wait, and today they opened support ticket 53802401 for me, but they haven't sent the money. I'm requesting mediation to unblock my funds.

Ho richiesto un prelievo di 800€ totali uno da 500 € e l altro da 300 € da 15 giorni mi e stato stornato varie volte. Il mio account è interamente verificato (KYC OK). La chat continua a darmi risposte preconfezionate di attendere, e oggi mi hanno aperto il ticket d'assistenza 53802401 senza però inviare il denaro. Chiedo la mediazione per sbloccare i miei fondi.»

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Gialalla,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Listen, I've already waited 15 days so I can't wait any longer. I mean, after 15 days of processing, the money will be returned to my gaming account. What kind of mess is this?

senta io ho gia aspettato 15 giorni quindi non poso aspettare oltre cioe dopo 15 gg di elaborazione i soldi mi tornano indietro sul conto gioco ma che razza di casino è questo....

Dear Gialalla,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Gialalla,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.