Casinova - Pelaajan tili on avattu uudelleen väärin perustein.

Hello, I am filing a complaint against Casinova due to a gross failure of their responsible gaming system.

In the past, I have clearly and provably contacted this casino by email with a request to permanently close my player account and self-exclude myself due to gambling addiction. The casino ignored my request, or illegally reopened the account after some time, and even continued to send me marketing offers from its network.

As a result of this failure of the casino's protection mechanisms, I was allowed to regain access to my account, make deposits, and lose funds.

I officially contacted the casino this morning (12/06/2026) and in the previous days to request a full refund of these deposits, but they are not responding to my urgent emails at all. In addition, they completely block my access to Live Chat unless I am logged in, so it is impossible to communicate with them in the standard way.

I am asking Casino.Guru for help in recovering my unjustly lost money, as the casino's misconduct is absolutely clear from the documented evidence.

Dobrý den, podávám stížnost na kasino Casinova z důvodu hrubého selhání jejich systému zodpovědného hraní. 

V minulosti jsem toto kasino jasně a prokazatelně kontaktovala e-mailem s žádostí o trvalé uzavření mého hráčského účtu a sebevyloučení (self-exclusion) z důvodu problémů s hazardním hraním (gambling addiction). Kasino moji žádost ignorovalo, případně účet po nějaké době protiprávně znovu otevřelo, a dokonce mi ze své sítě nadále posílalo marketingové nabídky.

V důsledku tohoto selhání ochranných mechanismů kasina mi bylo umožněno se k účtu znovu dostat, provést vklady a prohrát finanční prostředky. 

Kasino jsem dnes ráno (12. 6. 2026) i v předchozích dnech oficiálně kontaktovala s žádostí o plnou refundaci (full refund) těchto vkladů, na mé urgentní e-maily však vůbec nereaguje. Navíc mi kompletně blokuje přístup na Live Chat, pokud nejsem přihlášená, takže s nimi není možné komunikovat standardní cestou.

Žádám Casino.Guru o pomoc při vymáhání mých neoprávněně prohraných peněz, jelikož pochybení kasina je z doložených podkladů naprosto jednoznačné.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• From the screenshots you submitted with your complaint, it appears that your account was closed on 19 May at your own request. Could you please clarify when exactly the casino reopened your account? Was the account reopened automatically, or did you request it to be reopened?
• Is your account currently closed, or are you still able to access it?
• When was the last time the casino contacted you regarding your refund requests or the repeated closure of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika