The player from Spain had requested to permanently close his account due to gambling addiction, but the casino had informed him that closing the account would result in the removal of his pending withdrawal of €500 and remaining balance of €350. He felt that this response contradicted their commitment to responsible gaming and expressed dissatisfaction with the handling of his situation. The Complaints Team acknowledged the casino's closure of the account but recommended returning the voided balance due to the player's gambling addiction. However, it was concluded that no amount could be refunded since the player had canceled his withdrawal and made further bets within the casino's stipulated timeframe. The complaint was ultimately rejected based on these findings.
Casinova - Player's account has been closed, leading to confiscated funds.
Unjustified complaint
Amount: €850
Casinova
Safety Index:Above averageCase summary
Translation
I requested the casino to permanently close my account due to gambling addiction. At that time, I had a pending withdrawal of €500 and a balance of €350.
When the casino responded to my request, they told me they were a casino firmly committed to responsible gaming and that they deeply regretted my situation, but that if they proceeded to close my account, they would remove the requested withdrawal and the balance.
I don't think this is the response of a casino committed to responsible gaming. They made it clear to me that verification would take 48 hours and withdrawal processing would take 36 hours (on business days), which means a minimum wait of a week for a player who can't control their gambling urges.
I think that as soon as the casino is aware of the problem, it should close the account and not threaten to seize the money the player won legally.
As a result of that response, I lost all my money.
I want to say that I chose this casino because Casino Guru gives it a very positive rating, something I might want to reconsider.
Thank you
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinova Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
- Could you please advise when was the last time the casino allowed you to deposit?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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,
Katarina
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
TranslationHello Kataraina, thank you for your time.
The account is now closed. As soon as I lost my money, I made a second closure request, and within 10 minutes the account was already blocked.
I am sending you the closure request and the casino's response.
The last deposit was on Monday 18th (200 euros)
Thank you
Hello tirion365,
We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Thank you very much, tirion365, for your cooperation and patience. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello tirion365, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Casinova Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Dear All,
Thank you for reaching out to us.
We are currently investigating the case with the relevant department.
Once we have an update, we will let you know.
Best regards,
Casinova Casino Team
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Seems like there has been a little mix up, as there are two casinos with identical name - CASINOVA. We have amended the names displayed on our website for easier differentiation for the future, and I am now trying to figure out which casino team should be dealing with this issue. Once I know, I will make the necessary amendments and we can hopefully get some kind of resolution.
TranslationThanks Matej.
I understand that what you're saying refers to organizational issues at Casino Guru, and that in no way does it affect the investigation the casino is conducting. Am I correct?
thanks again
Dear tirion365, it means that the casino which should investigate this issue was not able to access certain details regarding the case. That should now be fixed and hopefully we will hear from them soon. :)
Dear All,
Please be informed that the player requested the closure of their account and we responded within 20 minutes, in line with our standard procedure, asking the player to confirm their decision due to an active withdrawal request.
As soon as we received confirmation and the player canceled the withdrawal, the account was promptly closed same day of the request.
Dear MAtej,
Kindly be informed, an email has been sent to you containing the relevant documents.
Kind Regards,
Casinova Casino team
TranslationI want to clarify that, as the casino informed me, if they confirmed my closure request, they would confiscate my balance and my withdrawal request.
Since the player declared a gambling addiction, the account should have been closed immediately and the withdrawal and account balance processed.
thank you
TranslationI don't know if I explained myself well.
The moment a player reports his gambling addiction, the account should be closed and not wait for a second confirmation.
I want to clarify that the casino informed me that if I confirmed my closure request, they would confiscate my balance and my withdrawal request.
What was his intention? That despite being addicted to gambling, I'd keep my account open for a week? We all know how that would end: losing all my money and then depositing.
It is a responsible gaming management that is quite disastrous as well as abusive.
thank you
I would like to thank the Casinova Casino team for a prompt response and permanently closing the player's account.
However, I have recommended returning the voided balance/withdrawal back to the player. While voiding the balance during regular account closure is understandable, doing so in case of gambling addiction is against our Fair Gambling Codex.
Dear Matej,
Kindly be informed that we replied on your e-mail providing more information regarding this matter.
Thank you.
Kind Regards,
Casinova team
TranslationI insist. As soon as a casino learns that a player is addicted to gambling and requests permanent closure, the account must be immediately blocked and the funds repaid. Everything that happens after that is a consequence of poor responsible gaming management.
thank you
Dear tirion365, after checking the evidence provided by the casino, I have to let you know there is no amount to be refunded.
According to the casino's Responsible gambling page, they have 24 hour since the self-exclusion request, to close the account. This is due to the internal checks that have to be done before the closure itself, to ensure everything goes smoothly. Within these 24 hours, you are fully responsible for your own actions, any plays, losses and winnings.
According to your cashier and play history, you have cancelled your own withdrawal not even 2 hours after requesting the self exclusion, and bet the whole amount on a roulette. I cannot request the casino to refund this amount, since it would count as free betting, which is against the casino's TC and Casino Guru's Fair Gambling Codex.
Since there is no money to be refunded and the account has been closed within the time frame stated by the casino, this complaint will now be rejected.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/es/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set the password in your stead. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
