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I wish to file a complaint against Casinova casino, which has left me in a desperate situation.

A few months ago, after depositing what I think was 50 euros via bank transfer (without any bonuses or free spins), I had a lucky streak, reaching a balance of 20,000 euros. I lost some of it and decided to stop and withdraw my winnings. I now have a balance of 16,500 euros.

I had already withdrawn sums of money without too much trouble on this same site.

So, on May 11th, I submitted my first withdrawal request for 500 euros, then another the next day, and another the day after that. After a week of seeing no progress, I contacted them. They told me there was no problem and that my payment would arrive soon. I waited and waited, but nothing happened. So I sent another email asking if any documents were required.

I was told no.

Still nothing, and it's dragging on... So I decide to submit an initial request on a mediation website. After several days (weeks), they finally ask me for more documents.

So I sent them my documents by email. They came back saying I had to upload them directly to their website, even though they had assured me they could send them by email. Anyway, they finally accepted the email. After three days, they came back and told me the format wasn't suitable. So I sent them again in the correct format.

Then they came back and told me my proof of address (a bank statement) had been altered. I told them no, that I had downloaded it directly from the La Banque Postale website, one of the oldest authorized French banks, and that I obviously hadn't changed it at all. It's a PDF. Just to be on the safe side, I sent new ones. Same result. No explanation. Just the document rejected for alteration.

I therefore sent my property tax bill directly from the state website. I haven't heard anything for two days.

In the meantime, they had cancelled my withdrawal requests without justification.

Moreover, after each refusal they send me 25% cashback offers by email to celebrate "my exceptional balance" to encourage me to play again and lose.

It goes without saying that I won't spend another penny on their site until I've received all my winnings, but I feel like I'm fighting a losing battle. I really need this money and I'm starting to get desperate.

I beg you to help me. I'm an honest person. I didn't cheat; I played, I won—it's as simple as that. When I lose, I don't complain. That's supposed to be part of the game. And I obviously didn't alter my documents. Why would I?

I have attached several screenshots and am of course available for any further questions or documents.

Thank you in advance, you are my last hope.

Sincerely

Je souhaite déposer une plainte contre le casino casinova qui me laisse dans une situation désespérée.

Il y a quelques mois après un dépôt de je crois 50 euros effectué par virement (sans bonus ni tour gratuits) j'ai enchaîné la chance, au point d'atteindre un solde de 20000 euros. J en ai reperdu une partie et me suis décidée à arrêter et a retirer mes gains. Il me reste un solde de 16500 euros 

J avais déjà retiré des sommes sans trop de problème sur ce même site.

Je lance donc le 11 mai une première demande de retrait de 500 euros puis une autre le lendemain et une autre le surlendemain. Au bout d' une semaine ne voyant rien venir je les contactent. Ils me disent qu il n y a aucun problème et que mon paiement va bientôt arriver. J attend, j attend, rien ne se passe. Je renvoie donc un mail en demandant si il y a besoin de documents. 

On me répond que non.

Toujours rien et ça dure.... Je me décide donc à ouvrir une première demande sur un site de médiation. Au bout de plusieurs jours (semaines) ils finissent par me demander de nouveaux documents. 

Je leur transmet donc mes documents par mail. Ils reviennent me disant que je dois les télécharger directement sur leur site alors qu ils m avaient affirmé pouvoir les envoyer par mail. Bref ils finissent par accepter le mail. Au bout de 3 jours ils reviennent et me disent que le format ne convient pas. Je renvoie donc au bon format. 

Ensuite ils reviennent et me disent que mon justificatif de domicile (un relevé bancaire) a été modifié. Je leur affirme que non que je l ai téléchargé directement sur le site de la banque postale qui est une des plus vieilles banques française agréée et que je ne l ai absolument pas modifié évidemment. Il s agit d un pdf. Par acquis de conscience j en renvoie donc de nouveaux. Pareil. Sans explication. Juste document refusé pour modification. 

J ai donc envoyé ma taxe foncière provenant directement du site de l' état. Depuis 2 jours pas de nouvelles. 

Entre temps ils avaient annulé mes demandes de retraits sans justification. 

De plus après chaque refus ils m envoient par mail des offres de cashback de 25% pour saluer "mon solde exceptionnel" pour m' inciter a rejouer et a perdre.

Il est bien évidemment hors de question de dépenser de nouveau un centime sur leur site tant que je n aurais pas récupérer l'intégralité de mes gains, mais j' ai l impression de me battre contre un mur. J ai vraiment besoin de cet argent et je commence à être désespérée. 

Je vous supplie donc de m'aider. Je suis quelqu un d honnête. Je n' ai pas triché j' ai joué j ai gagné c est aussi simple que cela. Quand je perd je ne me plains pas. C est sensé etre le jeu. Et je n ai évidemment pas modifié mes documents. Pourquoi le ferais je?

Je vous joins plusieurs captures d' écrans et me tient bien évidemment a votre disposition pour toutes réponses ou documents complémentaires. 

Merci d'avance vous êtes mon dernier espoir. 

Cordialement 

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• When was the last time you submitted any document to the casino for verification, and which document was it?
• Could you please forward me the documents that you sent to the casino and that are still pending verification? My email address is veronika.f@casino.guru.

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

Best regards

Veronika