Casinova - Player’s account has been closed unexpectedly.

Dear Hongfan,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Casinova Online Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you accumulated your winnings with the help of bonus?
• Have you successfully passed the KYC verification process, please?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 

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

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Buenas . No reclame ni utilice ningun tipo de bono durante todo el periodo que jugue en Casinova

No me pidieron ningun tipo de verificación ni KYC desde el principio . Al registrarse y ir a comprobar la parte de verificación de documentos me encontraba que mi cuenta no necesitaba mandar ninguna documento para ser verificada y ellos mismos nunca me exigieron que les mandara ninguna documento .

Jugue principalmente a apuestas deportivas , realice varias apuestas de e-sports ( Lol ) y de tenis .

Dear Hongfan,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Dear Hongfan,

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.

buenas , os envie ya todos los documentos al correo que me ha facilitado . Mi correo es hong_fan23@hotmail.com

Thank you very much, Hongfan, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.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 Hongfan,

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 invite the Casinova Online Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? In case the evidence for your reasoning and actions is confidential, please send it to martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

Dear Hongfan,

Please be informed that we need to complete a verification of your account before we can proceed with the withdrawals.

An email has been sent to you regarding this matter. Kindly respond to it and provide the requested documents as soon as possible so we can carry out the necessary checks.

Kind regards,

Casinova Casino Team

Dear casino representative,

thank you for your response.

Dear Hongfan,

can you please provide the mentioned documents? In case you need assistance with the process, please contact me at martin.l@casino.guru.

Si , ahora envio la documentación. Por otra parte el casino me esta pidiendo un documento el cual no se puede conseguir la cual es certificado de titularidad de apple pay , y me estan exigiendo dicho documento el cual no puedo tener acceso ya que apple pay no emite dicho tipo de certificado . Les he mandado en su lugar pruebas evidentes de que soy el titular como capturas de pantalla de mi cartera de apple pay , certificado de titularidad de la tarjeta asociada a mi apple pay asi como todas las transacciones que realice con apple pay a casinova . Y ellos han comentado que no son validos.

Dear Hongfan,

unfortunately, I have only received a message with attachments of your communication with support. Please try to send the documentation again - that way we will be able to assess, whether it is sufficient for verification.

hola martin , acabo de enviarle todos los documentos que envie previamente a casinova para verificacion . Como mencione , apple pay no ofrece certificado de titularidad . Asi que te he pasado un certificado de titularidad de la tarjeta bancaria asociada a apple pay ( la cual es la que he usado para pagar a casinova a la hora de ingresar a traves del servicio de apple pay ) , ademas de varias capturas desde mi wallet de apple pay mostrando la misma tarjeta asociada .

Dear Hongfan,

I can confirm I have received your email. Thank you for your cooperation, I will try to evaluate the contents as soon as possible.

Dear casino representative,

in the meantime, can you please clarify your position? What was the reason for the account closure? In case this information is confidential, please let me know at martin.l@casino.guru.

Dear parties,

I can confirm we have received a message from the casino, explaining the actions taken.

Dear Hongfan,

I have sent you an additional question by email.

Dear Martin,

We have sent you an email with a detailed explanation of the situation.

Kindly review the information and let us know if any further clarification is required.

Best regards,

The Casinova Team

Querido Casinova ,

Le he enviado nuevamente todos los documentos que me han requerido ( a pesar de que ya se lo habia enviado previamente en un anterior correo ) , y estoy pendiente de una contestacion de vuestra parte

Dear parties,

thank you both for your involvement. We are currently waiting for the player's reply.

Dear Hongfan,

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.

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,
Martin
Casino.Guru