Nova88 Casino - Player's request for account closure denied.

Hello this casino is just laughing in my face. I asked to close my account permantly because of gambling addiction and they jist refuse to. They say they dont have that option and support is just laughing about it. I lookat at theire site and it says in rules that they have self excluded option. This is one of the worst actions a casino can do so i suggest destroy theire rating because this is not accepteble. Look picture for proof and thats only small part of conversations where they keep laughing.

Hello Domien,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nova88 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How much is your current real money balance in the casino? When was the first time you requested for self-exclusion? Did you deposit any amount of money since your request? Did you contact them by e-mail as well in order to request for self-exclusion?

Looking forward to your answer.

Regards,

Nick

I asked self excluded yesterday in live chat. And ive send you pictures of conversation. No i have not deposited any money since then. Real balance is 0 i believe. Account is opened but i havent send any documents to them

Hello Domien,

As self-exclusion may take up to a few days to be processed, could you please advise if your account is still open or not? In case it is still open, we will try to get in touch with casino.

Account is still open. Like i said they dont wanne close it. So this is the worst thing a casino can do...

Hello Domien,

As a week has now passed, could you please advise if your account is now closed or not? If yes, since when exactly?

Dear Domien,

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.

Account is still open!

Thank you Domien for the clarification. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Domien,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint at any time.

Dear Domien,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru