Casinova - Cuenta del jugador cerrada, depósito confiscado.

Hello guru.

I have a small problem with the casino Casinova. I signed up three weeks ago and made a deposit of €25. I didn't think anything of it, but suddenly they closed the account and said it was a duplicate account. I didn't know that my girlfriend had an account there, and she had immediately canceled it. I then wrote to them and uploaded my bank details and deposit receipt, and I still haven't received my €25 back. I've contacted support and live chat several times, but they keep coming up with new excuses. Please help, thank you.

Hallo guru.

Habe ein. Kleines Problem und zwar mit dem casino Casinova,ich hatte mich vor 3 Wochen angemeldet und eine Einzahlung von 25 Euro gemacht, nichts bei gedacht, aufeinmak haben die. Das Konto zu gemacht, und meinden es sei ein duplikatkonto jedenfalls wusste ich nicht das meine freundin da ein konto hatte sie es gleich gekündigt hatte. Ich da drauf hin die angeschrieben und meine Bankdaten wie Einzahlung Beleg hoch geladen habe immer noch keine 25 Euro zurück. Kam. Habe mehr mals den support und live chat kontaktiert schon aber immer kommen neue ausreden bitte um hilfe danke

Dear Baddy86, 

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

• Could you please advise if you have passed the KYC verification before your account got closed? 
• Did you claim any bonuses at the casino? 
• Do you know when your girlfriend created her account? Was it verified?
• Do you know if she claimed any bonuses at the casino?
• Did you use your device to open the casino website and log into your account, or did you share one device with your girlfriend?
• Did you use a payment method that belongs solely to you and is not a joint account with your girlfriend?

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, 

Natalia 

Hello casino guru

No, I never got around to claiming the bonus or playing. I was only able to prove the amount I had deposited, which I had made in my name. And no, we had two different devices, but she hadn't played at all, or the same one. I hadn't either. My girlfriend immediately closed her account. I've now written to support a few times and haven't received a response.

Hallo casino guru

Nein ich kam dazu garnivht den Bonus in Anspruch zu nehmen oder zu spielen ich habe nur mein eingezahltes belegen können. Das ich auf mein Name gemacht hatte. Und nein wir hatten 2 verschiedene Geräte aber sie hatte garnivht gespielt oder der gleichen ich auch nicht meine freundin hatte gleich dann das Konto geschlossen bei die nun habe ich paar mal den Support angeschrieben und erhalte keine anwort

Hello, do you not get an answer back or what is being done

Hallo bekommt man keine anwort mehr zuruck oder was wird da gemacht

Thank you very much for your reply, Baddy86. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello Natalia I wrote to the email address I hope everything arrived

Hallo Natalia ich habe auf die Email Adresse geschrieben ich hoffe es kam alles an

Dauert zimlichh lange alles.

Dear Buddy88, thank you for your email. The casino requested to provide the following information to process a refund:

• Full name (including all names, such as your middle name):
• Email address:
• Name of bank account holder:
• IBAN/account number:
• Bank name:
• Bank location (country):
• SWIFT/BIC:

Can you please confirm when you provided it as per the request? Did the casino acknowledge receiving this information from you?

Hello online casino guru.

When I received this email I immediately got everything ready and sent it over by email, but to this day I have not received a reply.

Hallo online casino guru.

Wo ich diese Mail erhalten hatte hatte ich gleich alles fertiggemavht und per Mail rüber gesendet aber bis heute Leiter vergebens keine anwort erhalten .

That was on May 8, 2025, with the email from Casinova, and I immediately sent an email with my details. It's all a complete mess.

Das war der 8.5.2025 mit die Mail von Casinova und darauf hin hatte ich gleich eine Email geschickt mit meine Daten. Ist eine große Sauerei alles.

Thank you very much, Baddy86, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Baddy86,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will reach out to the casino team to shed more light on this matter.

We would like to invite Casinova Online Casino to join the conversation.

Dear Casinova Online Casino,

Can you please clarify why the refund of the player's deposit has not been disbursed from your side yet? If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me at michal.k@casino.guru

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

Dear Baddy86,

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,

Michal

Casino Guru