Casinova Casino TR - La cuenta del jugador ha sido cerrada.

I requested a withdrawal, after a while my withdrawal was rejected.

I tried to contact the support service, but there was silence in the chat, they do not have an email.

The next day I found out that my account was blocked, I can not log in, I did not receive any notifications by email.

I ask you to help, if possible, although judging by the situation, this is a scam casino, of which there are plenty on the Internet.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi.

I played different games. Mines, plinko, bets. I always play different games.

Nobody asked me for verification, I didn't even see a section for verification there.

I played without a bonus, only at my own expense.

Thank you very much for your reply. Do I understand correctly that you haven't received any explanation from the casino regarding the blocked account? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Complete silence!

Полная тишина !

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinova Casino representative to join this conversation.

Dear Casinova Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

We were unable to locate an account matching the personal details you provided.

Kindly double-check the information and provide the correct details so we can assist you further.

Thank you for your cooperation.

Kind Regards,

Casinova Casino Team.

Dear player,

Could you please provide the casino with the requested details?

Mirka, hello! I made two screenshots, which show that when you log into your account, it says that my account is disabled. Accordingly, all the data is correct! I can make a video if needed.

And the casino plays the fool, like it can't find my account, but this is a bluff and nothing more

Dear Casinova Casino,

Have you been able to locate the player's account information?

Dear Mirka,

We have sent you an email regarding the case.

Please check it at your earliest convenience.

Thank you in advance.

Best regards,

Casinova Complaints Team

Dear player,

Could you please clarify, on which domain you accessed the casino?

Thank you.

This domain

https://www.casinova.link/en/

Этот домен

https://www.casinova.link/en/

Dear player,

It seems like there has been a little mix up, as there are two casinos with identical name - CASINOVA. We have amended the names displayed on our website for easier differentiation for the future, however, previous replies from the casino belonged to representatives from the other Casinova Casino (that is why they could not connect your data to the account).

Now I will try to reach Casinova Casino TR outside of this thread.

Thank you for your patience and understanding in this unusual situation.

Fine.

Хорошо.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Authority (https://casinoguru-en.com/licensing-authorities/new-brunswick-license) and submit a complaint to them. Gambling Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova