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Formal Complaint – Casinova (casinova3.com) – Illegal Operation, No Withdrawals

I am submitting a formal public complaint regarding Casinova (casinova3.com).

I deposited a total amount between €1,800–2,000, and the casino has refused to process my withdrawal. My withdrawal request remains stuck under "verification" for an unreasonable amount of time, and customer support continues to respond with the same repetitive copy-paste messages without providing any real information.

After carefully reviewing their platform, I identified several major compliance violations:

1. No visible gambling license

There is no license number, no issuing authority, and no regulatory body shown anywhere on the website.

2. No company information

Casinova does not list a legal entity, company name, registered address, or corporate registration number.

This violates EU transparency obligations.

3. Misleading Terms & Conditions

Their T&Cs (section 13.8) claim that external dispute resolution information can be found "HERE," but the link is empty.

This is a breach of EU consumer protection law.

4. Operating in Austria without authorization

I reside in Austria.

Austria is not listed as a restricted country, yet the casino provides no proof of authorization or license to operate within the Austrian market.

5. Multiple players report similar issues

Online forums show repeated reports of frozen withdrawals, delays of several weeks, and non-responsive support.

In my opinion, Casinova is operating as an unlicensed and non-transparent gambling platform, posing a risk to players.

I have escalated this matter to:

KNG Partners (their affiliate partner)

EU Consumer Protection Office

Austrian consumer authorities

Players should be extremely careful with this casino.

Based on my experience, withdrawals are not processed, and the operator does not comply with basic legal transparency requirements.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your reply.

I would like to clarify my case, as this is not about a normal payout:

1. I have requested a refund of my deposits.

I do not require payment of the winnings,

but a refund (repayment) of part of my deposits,

because the operator has committed several serious violations of EU and Austrian law.

My total deposits amount to approximately €1,800–€2,000.

2. Bonus is not relevant for repayment.

Yes, I only received a small 25% deposit bonus.

However, this does not change my right to a refund, as it concerns:

my own deposited money is being traded

no mandatory bonus

no bonus abuse

and no transparent licensing of the casino

it.

The bonus can never justify a complete refusal of a refund.

3. Reasons for my claim for a refund

Casinova violates essential legal requirements:

no visible license number

No legal company/address on the website

The link in the terms and conditions regarding dispute resolution is broken.

Illegal gambling in Austria

This makes the entire operation legally problematic, justifying a refund of the deposits.

4. Therefore, I ask for your support.

My request is clear:

👉 Refund of a certain percentage of my deposits,

not a normal payout.

I hope you will take this into account when processing my case.

Thank you.

Best regards,

Yasmin

Hallo Kristina,

vielen Dank für Ihre Antwort.

Ich möchte meinen Fall klarstellen, da es nicht um eine normale Auszahlung geht:

1. Ich habe eine Rückzahlung meiner Einzahlungen beantragt

Ich verlange keine Auszahlung der Gewinne,

sondern eine Rückerstattung (Rückzahlung) eines Teils meiner Einzahlungen,

weil der Betreiber mehrere schwere Verstöße gegen EU- und österreichisches Recht aufweist.

Meine gesamten Einzahlungen liegen bei ca. 1.800–2.000 €.

2. Bonus ist nicht relevant für eine Rückzahlung

Ja, ich habe nur einen kleinen 25% Einzahlungsbonus erhalten.

Das ändert jedoch nichts an meinem Rückerstattungsanspruch, da es sich um:

mein eigenes eingezahltes Geld handelt

keinen verpflichtenden Bonus

keinen Bonusmissbrauch

und keine transparente Lizenzierung des Casinos

handelt.

Der Bonus kann niemals eine komplette Ablehnung einer Rückerstattung rechtfertigen.

3. Gründe für meinen Rückerstattungsanspruch

Casinova verstößt gegen wesentliche rechtliche Anforderungen:

keine sichtbare Lizenznummer

keine juristische Firma / Adresse auf der Website

der AGB-Link zur Streitbeilegung führt ins Leere

illegales Angebot von Glücksspiel in Österreich

Dies macht den gesamten Betrieb rechtlich problematisch, was eine Rückerstattung der Einzahlungen rechtfertigt.

4. Deshalb bitte ich um Ihre Unterstützung

Mein Anliegen ist eindeutig:

👉 Rückzahlung eines bestimmten Prozentsatzes meiner Einzahlungen,

nicht eine normale Auszahlung.

Ich hoffe, dass Sie dies bei der Bearbeitung meines Falles berücksichtigen.

Vielen Dank.

Beste Grüße,

Yasmin

Thank you for your reply, Yasemin35. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds listed in your reply, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Due to the aforementioned reasons, this complaint will now be closed. I sincerely apologize that we couldn't offer more assistance in this matter. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.