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On June 13, 2024, I requested that my account be deleted due to gambling addiction, requesting that it be permanently deleted and never reopened. This was confirmed, and I was assured that it would not be reopened in the future.

Since around April of this year, I've suddenly started receiving emails, text messages, and other messages with advertisements and bonuses. I had no idea that I'd been permanently banned there, as I've already been banned at many casinos. Because of the direct advertising, I logged in and started playing again. The account shouldn't have been active anymore. I was also confirmed that it had been closed at the time.

In my opinion, this is a serious violation. The account should never have been active, and I should never have received any advertising, even with targeted bonus offers. Therefore, I am demanding a refund of my deposits, which total €758.

Am 13.06.2024 habe ich um Löschung meines Kontos gebeten auf Grund von Spielsucht mit der Bitte dieses unwiderruflich zu löschen und nie wieder zu eröffnen. Dies wurde mir dann auch bestätigt und es wurde mir versichert, dass es in Zukunft nicht mehr eröffnet wird.

Seit ca April dieses Jahr habe ich auf einmal wieder e mails, sms und sonstiges erhalten mit Werbung und Boni. Ich habe gar nicht mehr gewusst dass ich mich dort habe sperren lassen für immer da ich das bei bereits vielen Casinos bin. Auf Grund der direkten Werbung habe ich mit eingeloggt und wieder angefangen zu spielen. Das Konto hätte gar nicht mehr aktiv sein dürfen. Mir wurde damals auch die Schließung bestätigt.

Meiner Meinung nach ist das ein harter Verstoß. Das Konto hätte niemals aktiv sein dürfen und Werbung hätte ich auch auf keinen Fall erhalten dürfen auch mit gezielten Bonusangeboten. Daher verlange ich meine Einzahlungen zurück. Diese belaufen sich auf insgesamt 758€.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. 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.

• When was the last time you successfully logged into your casino account?
• Is your account currently still accessible?
• Have you contacted customer support since April to inform them of your situation and to request self-exclusion again, as well as a refund of your deposits?
• Did you personally request for your account to be reopened, or was it reopened without any action from your side?

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

Hello,

Last logged in yesterday and my account is still accessible.

I haven't contacted customer service yet, as I only realized yesterday that I must have been banned. I wanted to get banned and wanted to search for the email in my email history. I've been banned from many casinos and therefore often don't have an overview, but this shouldn't happen.

I didn't request the reopening myself. As I said, I suddenly received text messages and emails with offers and was able to log in normally, so I didn't even realize I was blocked. So, in my opinion, I was simply deceived.

Hallo,

gestern das letzte Mal eingeloggt und mein Konto ist noch erreichbar.

Kontaktiert habe ich den Kundenservice noch nicht da ich gestern erst gesehen habe dass ich gesperrt sein muss da ich mich sperren lassen wollte und in meinem Mail Verlauf nach der Mail suchen wollte. Habe mich in sehr vielen Casinos sperren lassen und daher oft kein Überblick, sowas darf aber nicht passieren.

die Wiedereröffnung habe ich nicht selber beantragt, wie gesagt habe ich auf einmal wieder sms und Mail erhalten mit Angeboten und konnte mich normal einloggen, daher habe ich gar nicht dran gedacht dass ich gesperrt sein müsste. Wurde also einfach getäuscht meiner Meinung nach.

Thank you very much, benediktmerkel, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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 again, benediktmerkel. :)

It's Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of NovaJackpot Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for bringing this matter to our attention and allowing us to participate.

We are sorry to read about this incident and would like to extend our apologies to benediktmerkel for any inconveniences caused by it.

Please allow us some time to conduct a thorough investigation and gather more information about the case. We will post a reply as soon as there is an update.

We are grateful for your patience.

Kind regards,

NovaJackpot Team

Dear Benedikt,

Thank you for your patience during this time.

After carefully reviewing your case, we concluded that you are eligible for a refund of €757.

To proceed, please share your bank account details in response to our most recent email.

Looking forward to your response!

Kind regards,

NovaJackpot Casino

I would like to thank the NovaJackpot Casino for quick response. While waiting for player's payment details, can you please confirm here the following:

• the account has been permanently closed with no option for reopening
• the account has been marked as "gambling addict never reopen" or with similar note
• the player will not be able to register again using his real credentials
• all the marketing communication via e-mails and/or SMS has cased

Thank you very much.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear benediktmerkel,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej