Casinova - Die Auszahlung des Spielers wird verzögert und unfair eingeschränkt.

I am filing a complaint against Casanova1.com (operated by NovaForge LTD) for unfair treatment and refusal to process my withdrawal under reasonable terms.

Initially, I was informed that I could withdraw up to CHF 15,000. After completing all requested KYC steps—including sending multiple utility bills for address verification—support informed me that my VIP level had been downgraded to Level 3, with a new withdrawal limit of CHF 800 per day / CHF 12,000 per month.

Shortly afterward, without any notice or reason, I was told I am now VIP Level 2, and my withdrawal limit was changed again to just CHF 1,000 per week. This is a major and unfair reduction, and it appears to be an intentional tactic to prevent or delay me from withdrawing my legitimate winnings.

I complied fully with all verification requests and acted in good faith. However, the casino kept changing my status and limits retroactively, after a withdrawal request was made. I find this behavior manipulative, unethical, and lacking transparency.

I am requesting that:

My full balance be made available for withdrawal without further unreasonable restrictions.

The casino provide a clear explanation and documentation of the VIP system and why my level changed multiple times.

Casanova1.com stops manipulating withdrawal conditions retroactively.

I’m seeking Casino Guru’s help to resolve this matter fairly and promptly.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinova Online Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how you were informed about the decrease in your VIP status and your payout limits?
• Would you be able to supply evidence of the payouts being reduced to 1000 CHF per week?
• Send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Tomas,

I just sent you an email with a PDF containing all the emails I had with Casinova. Please have a look — you’ll see for yourself how they reduced my withdrawal limit without giving any valid reason.

Let me know if you have any questions.

Best regards,

Behar

Thanks for your reply.

I went over the communication you received from the casino.

Could you please share screenshots of your withdrawal history as evidence of the frequency of your payouts from the casino?

Share screenshots here or send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear beto92,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru