Casinova - Player's account remains closed without resolution.

Guten Tag

Das Casino Casinova wurde von mir im Novemeber 2024 erstmals darüber informiert mein Konto dauerhaft und ohne Wiedereröffnungsmöglichkeit zu schliessen. Mehrmals wurde die Anfrage ignoriert und manchmal sogar bearbeitet mit einer Bestätigung das dass Konto geschlossen ist. Leider konnte ich mich trotzdem immer Einloggen und seit ich diese mit meinem Anwalt besprochen habe und die rechtslage eindeutig ist, meldet sich das Casino nicht mehr und antwortet auf keine Kontaktversuche. Ich habe einige Screenshots von meinen E-Mails bezüglich Kontoschliessung aus diversen Gründen und fordere all meine Nettoverluste seit meiner ersten Anfrage zurück. Ich habe sie auf Kooperation hingewiesen jedoch interessiert sie das nicht. Der Nettoverlust den ich zurückverlange liegt bei knapp 3000 CHF. Ich erwarte von ihnen das sie mir helfen mein Geld zurück zu holen!

mfG

[Redacted]

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.

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

Dear Capo9,

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.

Guten Tag

Sie haben gewünscht das ich ihnen die Beweisfotos per Mail direkt zustelle. Dies habe ich vor einigen Tagen bereits gemacht.

Bitte überprüfen Sie ihre Mails!

Dear Capo9,

Thank you very much for your response.

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway. If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Dear Capo9,

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,
Attila
Casino.Guru