The player from Australia repeatedly requests account closure and deposit and wager limits due to gambling-related issues, but the casino continues to send inducements and offers, including a $5000 deposit match. He asserts that the casino fails to take appropriate actions to protect him despite his warnings about his inability to afford essentials.
NovaJackpot Casino - Player requests account closure, but it remains open.
Opened
Current status
Waiting for player to reply
6d 22h 50m 23s
NovaJackpot Casino
Safety Index 8.3 HighCase summary
Discussion
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Public
2 days ago
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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1 hour ago
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1 hour ago
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
