The player from Germany requests assistance regarding Casinova, where her account closure has been mishandled. After requesting a permanent account closure and data removal due to her gambling addiction, she continues to receive marketing communications and has experienced further losses after logging back into her account. She seeks a refund of €3,095 for deposits made since her initial closure request and demands confirmation of her account's final closure.
Casinova - Player's account is reactivated despite closure request.
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Waiting for Casino Guru to reply
5d 21h 20m 2s
Casinova
Safety Index 7.3 Above averageCase summary
Discussion
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5 days ago
Translation
I request your assistance in a case involving Casinova.
On December 12, 2024, I explicitly requested that Casinova permanently and irrevocably close my account. At the same time, I demanded that my data be removed from all marketing, SMS, and email distribution lists, as I did not wish to be contacted further and had already informed them of my gambling addiction at that time. On the same day, I initially received confirmation under ticket number 21495242 that my account had been closed.
Nevertheless, I was able to log back into my account on January 15, 2025. After that, I repeatedly requested the casino to permanently close my account: on January 27, 2025 (ticket number 21495242), on January 30, 2025 (ticket number 23365486), on February 3, 2025 (ticket number 23751915), and again on February 22, 2025 (ticket number 23751915). The account closure was finally confirmed on March 2, 2025.
What is particularly troubling for me is that on June 12, 2026, despite my explicit request to delete my emails and stop receiving advertising, I received another promotional SMS from Casinova. This message triggered my gambling addiction again. As a result, I logged in again and lost more money. For me, this is not only a violation of my clearly stated wishes, but also a breach of the provider's data protection obligations. If Casinova itself states that data is deleted or anonymized after account closure and may no longer be associated with me, then, in my opinion, this renewed advertising is incompatible with its own privacy policy. [Attachment]
On June 16, 2026, I was able to log into my account again, even though, in my understanding, it should have been permanently closed long ago. Further losses occurred after that. Several withdrawal attempts were also repeatedly canceled, each time with the explanation that there had been a technical error at the financial service provider.
Since June 21, 2026, and again on June 22, 2026, and July 26, 2026, I have contacted the casino once more, requesting clarification. To date, however, I have not received a substantive and binding response, but only general indications that the matter has been reviewed or forwarded.
I therefore request that you review my case and assist me in further clarification. Evidence, screenshots, and all previous correspondence are available and can be provided upon request. In addition, I demand a refund of all deposits made since December 12, 2024, totaling €3,095, as well as written confirmation of the final and irrevocable closure of my account.
I sincerely ask for your support.
Automatic translation:
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4 days ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 days ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Casinova. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
- Could you please confirm whether you currently still have access to your account?
- Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
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,
Attila
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
