The player from Quebec had requested account closure but had not received a response after emailing support twice. Despite assurances from a customer agent that the issue would be handled, the account remained active. The Complaints Team explained that they could not force the casino to close the account unless gambling problems were expressed and advised the player to unsubscribe from communications and stop using the account. Due to the player's lack of response to follow-up messages and reminders, the complaint was closed without further action. The player was informed that they could reopen the complaint in the future if desired.
Casinova - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: ??
Casinova
Safety Index:Above averageCase summary
Discussion
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4 weeks ago
There is no disputed amount i simply want my account closed. They told me to email support@casinova.com which i did twice now. I have yet to receive a reply and the account is still active. One customer agent even said he would take care of it peraonally. Big surprise he did not do anything at all nor can he.
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3 weeks ago
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Stay safe.
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3 weeks ago
Dear JoshAllenAppreciater,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway. If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Attila
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2 weeks ago
Dear JoshAllenAppreciater,
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.
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1 week ago
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,
Attila
Casino.Guru
