Casinova - El cierre de la cuenta del jugador se ha retrasado.

Hello everyone

The situation is as follows. Unfortunately, I have been addicted to gambling for some time now. Unfortunately, I cannot get away from it.

I registered with Casinova and gambled away 1000 euros or more. I then contacted the provider via email and asked for a permanent account closure due to gambling addiction. This was confirmed. Unfortunately, the account was not closed the next day and I gambled away another 2000 euros.

I hereby ask you to help me to at least get the 2000 euros back.

I hope to hear from you soon.

Thank you

Hallo zusammen

Die Situation ist folgende. Leider bin ich seit geraumer Zeit spielsüchtig. Schaffe es leider nicht davon wegzukommen.

Ich habe mich bei Casinova angemeldet und 1000 Euro oder mehr verspielt. Daraufhin habe ich Kontakt via Email mit dem Anbieter aufgenommen und um eine permanente Kontoschließung, wegen Spielsucht, gebeten. Diese wurde mir auch bestätigt. Leider war am nächsten Tag das Konto nicht geschlossen und ich habe ca weiter 2000 Euro verspielt.

Hiermit bitte ich euch mir dabei zu helfen, wenigstens die 2000 Euro zurückzubekommen.

Ich hoffe bald von euch zu hören.

Vielen Dank

Hello Jakka123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinova Online 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 was your balance when you requested for the exclusion?
• Did you reply to the casino to confirm your request?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thank you for the quick response.

My account was not yet verified and there were no funds left when I requested closure.

And yes, I replied and confirmed the closure again. See screenshots that I attached to my previous message.

Last contact was yesterday. I wrote an email to the casino but haven't received a response yet.

Hi Nick

Danke für die rasche Rückmeldung.

Mein Konto war noch nicht verifiziert und es war kein Guthaben mehr vorhanden, als ich die Schließung beantragt habe.

Und ja ich habe geantwortet und die Schließung nochmals bestätigt. Siehe Screenshots die ich bei meiner vorigen Nachricht beigefügt habe.

Letzte Kontakt war gestern. Ich habe eine Email an das Casino geschrieben aber noch keine Antwort erhalten.

Thanks

Request for feedback

Bitte um Rückmeldung

Dear Jakka123,

Would it be possible to forward the initial request you have forwarded to the casino to nikolas.b@casino.guru?

Additionally, can you please clarify whether your account is still active?

Looking forward to hearing from you.

Regards,

Nick

Hello Nick,

I attached all the screenshots in my first message, didn't I?

Hallo Nick,

Ich habe dich bei meiner ersten Nachricht alle Screenshots beigefügt, oder nicht?

Hello,

what's it like? Have you already contacted the casino?

Request for feedback

Thanks

Hallo,

wie sieht es aus? Hast du bereits mit dem Casino Kontakt aufgenommen?

Bitte um Rückmeldung

Danke

The account has now been closed.

Das Konto ist mittlerweile geschlossen worden.

Thank you Jakka123 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Jakka123,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casinova Online Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hi Michael

Great, thanks for the feedback and further processing.

Best regards

Hi Michal

Super, Danke für die Rückmeldung und die weitere Bearbeitung.

Viele Grüße

Dear all,

Thank you for your patience.

Please be informed that we are currently looking into this and will get back as soon as we finish our investigation.

Kind regards,

Casinova Casino

Dear Casinova Casino,

We are waiting for your update.

Dear all

Thank you for your patience.

We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action and your request is being checked with priority we would get back to you as soon as we have any news from relevant department.

Best Regards

Casinova Team

Dear Casinova Team,

We will be waiting for your updates.

Deal all,

Kindly be informed that customer gaming account was indeed not closed in 24 hours time period as per our terms and conditions on our responsible gaming page, but please note that after that 24 hours period customer has no new deposits, and he had deposited only during the time frame we had to close his gaming account, therefor there is no refund that need to be done on our side.

Best Regards,

Casinova Team

This is incorrect. After you asked me whether I really wanted to close the account, the account should have been blocked immediately. Especially after mentioning my gambling addiction. Please review this again, as well as the legal situation. Otherwise, I will have to take legal action.

Das ist nicht korrekt. Nach Ihrer Rückfrage ob ich das Konto wirklich schließen möchte, hätte das Konto umgehend gesperrt werden müssen. Vorallem nach Erwähnung meiner Spielsucht. Bitte prüfen Sie dies erneut, ebenso die Gesetzeslage. Andernfalls muss ich rechtliche Schritte ergreifen.

It's also worth mentioning that after the expiration of the deadline, i.e., within the 24 hours during which the account should have been closed, I was still able to play. If everything had been in order, this wouldn't have been possible. Furthermore, player protection should be a top priority, especially since I cited gambling addiction as the reason for the closure.

Noch zu erwähnen ist, dass ich nach Ablauf der Frist, also in den 24 h in welcher Zeit das Konto hätte geschlossen werden müssen, ich immer noch spielen konnte. Wäre alles ordnungsgemäß gewesen, wäre dies nicht möglich gewesen. Zudem sollte Spielerschutz an oberster Stelle stehen, vorallem da ich Spielsucht als Grund der Schließung angegeben habe.

Dear Jakka123,

Can you tell me when exactly did you make the deposits after your self-exclusion request on the 27th of February?

Unfortunately, I can't say for sure, as my account has since been closed. I played that evening/night, then requested account closure, and played again the next evening. Casinova can probably provide the information.

Das kann ich leider nicht genau sagen, da mein Konto mittlerweile geschlossen ist. Ich habe am Abend/Nacht gespielt, dann die Kontoschließung beantragt und am nächsten Abend erneut gespielt. Casinova kann die Information bestimmt geben.

Dear Casinova Team,

Could you tell me when exactly the player's account was closed after his request on the 27th of February? Was it on the 7th of March, as the player confirmed the closure here in the thread? Also, can you confirm for us when exactly the player made deposits after his self-exclusion request?

Dear Michal

Thank you for your patience.

Kindly be informed that we had send you relevant evidence to your email.

Best Regards

Casinova Team

Incidentally, I already confirmed the closure on February 27, as you can see from the email exchange.

Im übrigen habe ich die Schließung bereits am 27. Februar bestätigt. Wie sie dem E-Mail Verkehr entnehmen können.

Dear Jakka123,

Unfortunately, I have to inform you that we will not be able to help you in this case. We believe that your account was closed in a reasonable timeframe, the day after your request, therefore the casino proceeded correctly, as the casinos need a certain time to process and complete the self-exclusion requests. Also, the deposits you've made were done the day after the self-exclusion request, which by our standards falls in the processing timeframe for the casino to complete the self-exclusion request, therefore it's not refundable.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.