Casinova - Player’s account closure and withdrawal request are delayed.

I emailed Casinova to tell them I have a gambling problem that is harming me and my family and has left me close to bankruptcy. I asked them, as a self-exclusion under section 3.8 of their own terms, to permanently close my account so I can no longer access the site, and to pay out my verified balance of 6,729.10 EUR to my verified bank details, all handled by email so I would not have to log back in.

So far they have not closed my account or actioned the self-exclusion.

My concern is that their terms void funds if an account is closed with a balance or pending withdrawal. That clause is for ordinary closure, not for a self-exclusion made because of gambling harm, and it should not be used to delay my closure or withhold my money.

I am asking that my self-exclusion be actioned and my account permanently closed, that my balance of 6,729.10 EUR be paid out rather than voided, and that I receive written confirmation. I have the full email record and can provide it.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@casinova.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

They not respect my decision every casino does this. keep my account open and they not give me there license!!

Thank you very much for your response. Could you please forward the communication directly to my email at attila.g@casino.guru? Please forward the emails directly rather than attaching the communication in the form of screenshots.

Additionally, could you please confirm whether you currently still have access to your account?

I look forward to your reply.

Yes I did

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello DonerDenis88,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again.

I would also like to invite the Casinova representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Please also note, that we do not believe voiding the player's balance in this situation would be justified.

Thank you in advance for closing the account and providing us with your view of the issue.

Dear Player,

Thank you for conatcting us.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Casinova Casino Team

Dear Casinova,

I am writing once more to state this clearly and on the record.

I have a gambling problem. I am formally requesting self-exclusion on the grounds of gambling harm. Please block and permanently close my account as soon as possible so that I can no longer access it, log in, or play.

I have already requested this many times over several weeks, and I have sent all the documents and selfies you asked for to verify my account.. Please pay it out to my verified bank details.

This matter is also now being handled through Casino Guru by complaint specialist Martin, who has asked that my account be blocked promptly and has stated that voiding my balance in this situation would not be justified. I agree with that.

Please block my account now and confirm in writing that it is closed and self-excluded, and that my balance will be paid.

Thank you.

Dear casino representative,

Thank you for your response.

Could you please let us know the expected timeframe for the review? Considering the player has repeatedly raised gambling-related concerns, we would appreciate it if the account could be blocked or closed as soon as possible.

Kind regards,

Martin

My account is verified I am waiting for my money now casino guru can you guide me what to do.

Dear DonerDenis88,

thank you for keeping us updated. At this stage, I believe we should wait for more clarifications from the casino representative. Additionally, could you please tell us whether your account is now closed?

I think my account is not closed if I can withdraw all my money I would give it a try. I hope they can close the account and just pay me.

Dear Player,

 Thank you for your patience while we reviewed your inquiry.

Regarding your remaining balance of €6,139.00, we kindly ask you to provide the following details so we can process your refund:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we receive this information, we will immediately proceed with the payment process.

Additionally, please be informed that we have successfully forwarded your recent withdrawal submission of €500.00 for processing as well.

Kind regards,

Casinova Team

Dear casino representative,

thank you very much for your response and for your willingness to resolve the issue amicably.

Dear DonerDenis88,

in case you agree with the proposal, please provide the casino with your bank details. You can attach them here in the thread, I will mark the message as sensitive.

Dear DonerDenis88,

Thank you very much for your kind words and continued cooperation.

We will now await your confirmation and will close the complaint as resolved afterwards.

When will I be paid?

Dear Player,

Thank you for providing us with your payment details.

Rest assured that we will notify you as soon as your payment has been processed and completed.

Additionally, we kindly ask that you refrain from submitting any new withdrawal requests in the meantime.

Thank you for your cooperation.

Kind regards,

Casinova Casino Team

Oh sorry I didn't know ok.

Dear parties,

thank you both for the continued cooperation. We will now await the casino's confirmation.

Hello Martin,

A quick update. I have now received a payment of 5,639.00 EUR from Casinova, so part of the money has come through, thank you.

However, there is still 1,000.00 EUR outstanding. In total I was due 6,639.00 EUR (the 6,139.00 EUR balance plus the 500.00 EUR withdrawal that was forwarded). I have received 5,639.00 EUR, which leaves 1,000.00 EUR still missing, made up of my two payments of 500.00 EUR each.

I have already emailed the casino to confirm receipt of the 5,639.00 EUR and to ask them to check on the two remaining 500.00 EUR payments and send them to the same bank account.

Could I please ask that the complaint stays open until the full amount has been paid and my account is confirmed self-excluded and permanently closed. I will update here as soon as the remaining 1,000.00 EUR arrives.

Thank you again for all your help.

Denis

Hello DonerDenis88,

I am happy to hear things are moving in the right direction and that you have now received most of your funds. As for your request, yes we are happy to keep the complaint opened until all your funds are received.

Dear Player,

We are pleased to confirm that we have successfully processed the refund of your remaining balance.

Regarding your two pending withdrawal submissions, the first has been successfully completed on our side today, 6 July, and the second will be processed tomorrow, 7 July.

Please note that, depending on the payment method used and your bank's processing times, it may take 3 to 5 business days from the processing date for the funds to appear in your account.

Thank you for your patience throughout this process.

We now consider this matter fully resolved.

Best regards,

Casinova Team

Dear Casinova Team,

Thank you very much for the update and for your continued cooperation in resolving this matter.

Dear DonerDenis88,

It is good to hear that the remaining withdrawals have now been processed or scheduled. Please allow the stated processing time and let us know once the funds reach your account.

We will keep the complaint open until your confirmation.

All is paid thank you for helping me out I will find help thank you so much you really don't know how much it meant to me.

Dear DonerDenis88,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Casinova for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru