The player from Austria reports account closures at multiple casinos after expressing concerns about her gambling problem. She deposited a total of €10,000 across various casinos, losing it all, and subsequently requested self-exclusion but received no responses. She seeks assistance in recovering her lost funds.
Casinova - Player’s accounts have been closed.
Opened
Current status
Waiting for Casino Guru to reply
5d 23h 7m 43s
Casinova
Safety Index 7.3 Above averageCase summary
Discussion
Public
Public
4 days ago
Translation
Hello, I have a request: can you help me? I have a game problem that I didn't want to accept.
I created an account at Casinova Casino 2024 and sent an email stating that I would involve lawyers if I didn't receive my money.
Then they closed my account within a very short time. I deposited 1919 euros and lost everything.
Then I deposited a total of €10,000 at Cleobetra Casino, Pandido Casino, Revolution Casino, Casesa Casino, Spinbara Casino, and Malina Casino (all from the same provider) and lost everything. The account was also closed.
I didn't mention that I have a gaming problem.
Yesterday I wrote to all casinos that my accounts would be permanently closed by self-exclusion.
I haven't received a response. Could you help me get my lost money back? Do you offer refunds for gambling problems? I'm not getting any more replies from the casino.
Automatic translation:
Public
Public
yesterday
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.
Public
Public
yesterday
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@casinova.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
Have you requested a self-exclusion from Casinova directly?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
