NovaJackpot Casino - Player requests account closure, but it remains open.

I have informed this casino numerous times of my gambling related issues and my inability to eat, requested for account closure, imposition of deposit limits and wager limits on my account. Yet they continue to provide me offers and inducements including a $5000 deposit match to gamble despite my cries for them to protect me when I can’t protect myself and me informing them I couldn’t afford to eat. I repeatedly demand my access be restricted and the continued to make me offers and don’t take the right precautions to exclude me as a gambler until today. I believe they definitely should have done this permanent exclusion upon my initial requests, the value represented is the deposits since this point.

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Dear aps1,

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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear aps1,

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.

Hi team,

I have responded via email, upon calculation of my initial permanent closure request due to gambling harm my net losses I am claiming is $8942.11 AUD

Thank you for your email. However, the message you sent me contains only cropped screenshots, which do not provide us with the complete context of your situation.

I can see that you mentioned gambling addiction several times and repeatedly requested that your account be closed. However, I am still missing the responses you received from the casino.

Please forward me the complete email conversations in their original format, either by forwarding the original emails directly or by attaching them to a new email as .eml files. We need to review the entire communication between you and the casino, including the casino's responses to your account closure requests and any offers or alternatives you may have received instead of having your account permanently closed.

Thank you for your cooperation.

Dear aps1,

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.