The player from Switzerland requested permanent closure of his Casinova account in November 2024, but his request was ignored. Despite confirmation of closure, he can still log in, and the casino has ceased all communication after he involved a lawyer. He demands the return of nearly CHF 3,000 in net losses.
Casinova - Player's account remains closed without resolution.
Opened
Current status
Waiting for player to reply
6d 18h 9m 29s
Casinova
Safety Index 7.2 Above averageCase summary
Discussion
Public
Public
23 hours ago
Translation
Good day
Casino Casinova was first informed by me in November 2024 that my account should be permanently closed without the possibility of reopening. My request was ignored several times, and sometimes even processed with confirmation that the account was closed. Unfortunately, I was still able to log in, and since discussing this with my lawyer and clarifying the legal situation, the casino has stopped responding to any attempts to contact them. I have screenshots of my emails regarding the account closure for various reasons and demand the return of all my net losses since my initial request. I have asked them to cooperate, but they are uninterested. The net loss I am claiming is almost CHF 3,000. I expect them to help me recover my money!
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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5 hours ago
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5 hours ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Attila
