Casinova - Player's account has been improperly reopened.

Hello, I am filing a complaint against Casinova due to a gross failure of their responsible gaming system.

In the past, I have clearly and provably contacted this casino by email with a request to permanently close my player account and self-exclude myself due to gambling addiction. The casino ignored my request, or illegally reopened the account after some time, and even continued to send me marketing offers from its network.

As a result of this failure of the casino's protection mechanisms, I was allowed to regain access to my account, make deposits, and lose funds.

I officially contacted the casino this morning (12/06/2026) and in the previous days to request a full refund of these deposits, but they are not responding to my urgent emails at all. In addition, they completely block my access to Live Chat unless I am logged in, so it is impossible to communicate with them in the standard way.

I am asking Casino.Guru for help in recovering my unjustly lost money, as the casino's misconduct is absolutely clear from the documented evidence.

Important notice:

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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.

• From the screenshots you submitted with your complaint, it appears that your account was closed on 19 May at your own request. Could you please clarify when exactly the casino reopened your account? Was the account reopened automatically, or did you request it to be reopened?
• Is your account currently closed, or are you still able to access it?
• When was the last time the casino contacted you regarding your refund requests or the repeated closure of your account?

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

Hi Veronica,

Thank you for your response. Here are the answers to your questions:

1. I have never asked to reopen my account. Casino account

opened automatically. I only found out when their marketing with a bonus offer came to my email (see attached screenshot). As a pathological gambler with a proven addiction, I unfortunately succumbed to this marketing pressure. I had previously asked them to permanently block me due to addiction and, as I can prove, they closed the account and got approval. Then the marketing started coming to me again. Due to this failure of theirs, I subsequently lost 18,200 CZK.

2. The account was permanently and officially closed by them only last Saturday (June 13, 2026), when Casino support confirmed to me by email again and again that it should not have been opened. I currently no longer have access to it.

3. The casino last contacted me this Saturday (13. 6. 2026). They wrote to me that they had escalated the matter regarding my refund request and forwarded it to the relevant department for review. Since then, I have been waiting for their statement regarding approval and payment of the full amount.

I fully stand by my complaints and demand a refund of all my deposits.

I am sending an important update on the case. Today (16.6.) I was contacted by email by a representative of Casinova (Melanie) and offered me a partial refund of 350 EUR (approx. 8,750 CZK). I declined this offer because it clearly does not correspond to the full amount of my deposits after self-exclusion (which is 18,200 CZK).

I consider this a clear admission of guilt by the casino and an attempt at manipulation, where they want to pay me only partially to withdraw the complaint. I am attaching a screenshot of their email offer.

Dear Gabir

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, Igor (igor.p@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,

Veronika

Dear Gabir,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Casinova and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Casinova representative to join this conversation and participate in resolving this complaint.

Dear Casinova,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Gabir,

Thank you for reaching out to us.

Please be informed that your case is currently under investigation and we will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Casinova Team

Dear Casinova,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Gabir,

Thank you for your patience.

We would kindly ask you to check your emails where we presented you with a refund offer.

We hope this finds your well.

Kind regards,

Casinova Team

Good morning,

Thank you for your message. I accept the offer to refund the full amount of CZK 18,200 that you sent me by e-mail. I have already sent you all the necessary bank details for the payment in response to Nina's e-mail.

I am keeping this complaint against Casino Guru open and will only consider it successfully resolved once the money has been demonstrably credited to my bank account. Once that happens, I will immediately provide an update here.

Best regards,

[edited by Casino Guru]

Dear Gabir,

Thank you for your prompt reply, for confirming the refund amount, and for already sharing your bank details with the casino.

Don't worry, the complaint will remain open until you confirm that you have received your refund.

Dear Casinova,

The player agrees with the refund offer and has already shared their bank details.

Please let us know once there is any news regarding this complaint.

At the same time, I am very sorry to write this here, but I would like to ask you, Igor, if it would be possible for you to take over my second case – a complaint against Bet Score Casino. It was rejected because the mediator Jean did not take into account the most important thing at all. I provided Jean with all the documents, including confirmation that I had actually sent the email on the 6th. I explicitly asked her to request a transcript of the chat from the casino, which she did not do and closed the case with the statement that the casino acted properly.

However, the casino did not act properly and violated its own responsible gaming rules. They themselves have written on the self-exclusion section of their website (I attach a screenshot): "If you feel that you need to take a break from playing, you can contact our customer support team and we will block you from playing for a while."

When I wrote to them on the live chat on the 6th day, I explicitly and desperately asked the operator three times to block me, and I openly admitted that I was a gambler. They had the full authority and obligation to stop me immediately at that moment. Instead of helping, they ignored me and repeated that I had to send an email. I sent that email right away on the 6th day (Jean has proof from my sent messages). The casino is now using the alibi that they did not receive anything on the 6th day and they only closed the account on the 8th day, when I sent the email again.

But as a player, I cannot be held responsible for the casino's technical problems with email delivery. The essence of the whole problem is that they were already demonstrably aware of my situation on the 6th day from the chat, they refused to resolve my direct request, they didn't help me at all, and because of their inaction, I lost money on the 8th day.

I no longer have access to the chat, so I urgently need Casino Guru to request it from the casino and check it. No one has responded to my request to reopen the case for several days now. Since June 11, I have been officially blocked everywhere, I don't get any ads, I am actively undergoing treatment and I want to continue my abstinence in peace. I would be extremely grateful if you would take over this case, request the chat and help me correct this injustice.

Dear Gabir,

I will take a look at that complaint and let you know my findings via email.

Since this thread is solely for discussing the case regarding Casinova, I would kindly ask you to keep the remaining conversation related to this case.

Thank you for your understanding.

Dear All,

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation and wish you all the best.

Kind regards,

Casinova Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gabir,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor