Casinova - La cuenta del jugador está cerrada, pero persisten mensajes no deseados.

I do not want to get any more sms by this casino. The casino closed my account (which I dont care about) so I cannot update the sms setting on my own. The casino also doesnt respond to my mails.

I hereby also declare that should the casino continue to send advertising SMS messages, I reserve the right to assert claims for damages and to initiate legal action in the form of an injunction under german law.

Dear karlzimmermann975,

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 when exactly was your account closed?
• How often do you receive these messages? Did the casino try to contact you in any other way (phone calls, emails, etc.)?
• When was the last time you contacted the casino regarding this issue?

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

Hello,

• The account was closed 2 months ago.
• I get a message at least once a week
• I also sent an email to the casino yesterday. I tried it two months ago... no response...

LG

Hallo,

• Das Konto wurde so vor 2 Monaten geschlossen.
• Eine Nachricht bekomme ich mindestens 1 mal pro Woche
• Ich habe Gestern gleichzeitig auch eine mail an das Casino geschrieben. Zuvor habe ich auch schon vor 2 Monaten es versucht... keine Antwort...

LG

Thank you very much for your reply, karlzimmermann975. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

As I said, unfortunately I didn't receive a response from the casino.

LG

Hallo,

wie gesagt ich habe leider keine Antwort erhalten von dem Casino.

LG

I am trying to gather evidence that you contacted the casino as it might be helpful later during the resolution process. Could you please forward me all the emails and messages you sent to the casino?

I forwarded the messages

Ich habe die Nachrichten weitergeleitet

Thank you very much, karlzimmermann975, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.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 karlzimmermann975,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Casinova Online Casino representative to join this conversation.

Dear Casinova Online Casino, could you please provide more information about this case?

Looking forward to your reply.

Dear karlzimmermann97,

Thank you for reaching out to us.

We would like to kindly apologize for the delay.

We would like also to confirm that your communication program has been diactivated and you will no longer receiving any advertising message.

Kind Regards,

Casinova Casino Team

I just received another advertising text message.

A CHEER!

If I receive another one, I will demand compensation from you in the amount of 50 euros, which I am entitled to according to EU guidelines!

Ich habe soeben eine erneute werbe SMS bekommen.

EINE FRECHHEIT!

Wenn ich noch eine bekommen sollte verlange ich von Ihnen Schadensersatz in Höhe von 50 Euro, welches mir gemäß EU-Richtlinien zusteht!

Dear Casinova Online Casino,

Could you please confirm that karlzimmermann97 has been unsubscribed from all marketing email and SMS communications?

Dear karlzimmermann97,

Could you please provide the marketing SMS you recently received? Kindly send it to katarina.d@casino.guru.

Dear all,

We would like to kindly confirm that karlzimmermann97 has been unsubscribed from all marketing email and SMS communications.

Thank you for your cooperation.

Kind Regards,

Casinova Casino Team

Dear Casinova Online Casino,

thank you for your message.

Dear karlzimmermann97,

have you received any marketing communications in the last couple of days, please?

Hello, yes on Wednesday I received another advertising SMS

I will now forward this to you as well.

Hallo, ja am Mittwoch kam erneut eine Werbe SMS

mich werde diese nun auch an sie weiterleiten.

Dear karlzimmermann97,

Thank you for your email.

Given that your text message was received on April 23rd and the casino confirmed your removal from marketing communications on April 24th, it is possible the unsubscription was not fully processed by that date. Could you please confirm whether you have received any marketing communications from the casino on or after April 25th?

Dear karlzimmermann97,

We would kindly request to provide us a screenshot of the advertising SMS received with date and email clearly visible.

Thank you in advance.

Kind Regards,

Casinova Casino Team

Unfortunately, I can't send pictures, but I always forwarded all text messages to Katarina.

Here's the latest version. New SMS messages keep coming.

https://prnt.sc/_4vCYZIUQgQv

Ich kann leider keine Bilder senden, habe aber immer Katarina alle SMS weitergeleistet.

Hier ist die neuste Version. Es kommen immer wieder neue SMS.

https://prnt.sc/_4vCYZIUQgQv

Dear karlzimmermann97,

thanks for your message.

When was the last time you have received a marketing communication from casino, please?

Can you see who is the sender of the SMS messages, please?

I sent you a photo here.

Here again. The transmitter is the casino.

Ich haben ihnen hier doch ein Foto gesendet.

Hier dann halt eben nochmal. Der Sender ist das Casino.

I ask you to finally put pressure on the casino to stop doing this!

Ich bitte Sie endlich Druck auf das Kasino zu machen, dass sie es unterlassen!

Dear karlzimmermann97,

thanks for your message.

What is the phone number you keep receiving those messages, please? You can share it here, or send it to my email katarina.d@casino.guru

I sent them my number by email

Ich habe ihnen meine nummer per mail gesendet

Dear karlzimmermann97,

thank you for your email.

Dear Casinova Online Casino,

I have sent you an email with the player's phone number. Could you please make sure this phone number is excluded from any marketing messages whatsoever?

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.

Dear Katarina,

We would like to kindly confirm that the player's email and phone were excluded from all marketing messages.

Thank you for your cooperation.

Kind Regards,

Casinova Casino Team

Dear Casinova Online Casino,

thank you for your message.

Dear karlzimmermann97,

have you received any marketing messages from the casino recently, please?

Dear karlzimmermann975,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru