The player from Germany requested assistance regarding Casinova, where her account closure had been mishandled. After requesting a permanent account closure and data removal due to her gambling addiction, she continued to receive marketing communications and experienced further losses after logging back into her account. She sought a refund of €3,095 for deposits made since her initial closure request and demanded confirmation of her account’s final closure. We contacted her for more details, and the casino later offered a €1,500 refund, which she accepted while waiting for payment. The complaint was then marked as resolved by her, and we closed the case as resolved accordingly.
Casinova - Player's account is reactivated despite closure request.
Resolved
Our verdict
Case closed
Amount: €3,095
Casinova
Safety Index 7.3 Above averageCase summary
Discussion
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1 month 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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1 month 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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1 month 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
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1 month ago
TranslationHello Attila, I wrote an email about this, as I can only upload a limited number of screenshots here.
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1 month ago
TranslationHi Attila,
The casino has since contacted me and offered a refund of €1500. I accepted the offer and am now waiting for the refund. Naturally, I don't think it's right that they're not paying the full amount I demanded; I'm afraid I didn't expect it.
I don't know if the casino made the offer on its own initiative or if you helped bring it up. In any case, I think it's great that an institution like Casino Guru exists!
Warm regards,
[Redacted]
Edited by a Casino Guru admin
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1 month ago
Hello,
Thank you for your update. I'm glad to hear that the casino has offered you a refund.
Could you please advise whether you have already received the €1,500 refund? If so, can we consider the matter resolved?
I look forward to your reply.
Best regards,
Attila
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1 month ago
Hi Attila, I did not receive the refund yet. Do you have any possibility to reach out to your contact to ask for it? I already asked several times, they only answered 5 days ago that the refund has been processed. Best regards,
[Redacted]
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Bpro,
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,
Attila
