Casinova - La cuenta del jugador ha sido reabierta de forma indebida.

Hello, I am filing a complaint against Casinova due to a gross failure of their responsible gaming system.

In the past, I have clearly and provably contacted this casino by email with a request to permanently close my player account and self-exclude myself due to gambling addiction. The casino ignored my request, or illegally reopened the account after some time, and even continued to send me marketing offers from its network.

As a result of this failure of the casino's protection mechanisms, I was allowed to regain access to my account, make deposits, and lose funds.

I officially contacted the casino this morning (12/06/2026) and in the previous days to request a full refund of these deposits, but they are not responding to my urgent emails at all. In addition, they completely block my access to Live Chat unless I am logged in, so it is impossible to communicate with them in the standard way.

I am asking Casino.Guru for help in recovering my unjustly lost money, as the casino's misconduct is absolutely clear from the documented evidence.

Dobrý den, podávám stížnost na kasino Casinova z důvodu hrubého selhání jejich systému zodpovědného hraní. 

V minulosti jsem toto kasino jasně a prokazatelně kontaktovala e-mailem s žádostí o trvalé uzavření mého hráčského účtu a sebevyloučení (self-exclusion) z důvodu problémů s hazardním hraním (gambling addiction). Kasino moji žádost ignorovalo, případně účet po nějaké době protiprávně znovu otevřelo, a dokonce mi ze své sítě nadále posílalo marketingové nabídky.

V důsledku tohoto selhání ochranných mechanismů kasina mi bylo umožněno se k účtu znovu dostat, provést vklady a prohrát finanční prostředky. 

Kasino jsem dnes ráno (12. 6. 2026) i v předchozích dnech oficiálně kontaktovala s žádostí o plnou refundaci (full refund) těchto vkladů, na mé urgentní e-maily však vůbec nereaguje. Navíc mi kompletně blokuje přístup na Live Chat, pokud nejsem přihlášená, takže s nimi není možné komunikovat standardní cestou.

Žádám Casino.Guru o pomoc při vymáhání mých neoprávněně prohraných peněz, jelikož pochybení kasina je z doložených podkladů naprosto jednoznačné.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• From the screenshots you submitted with your complaint, it appears that your account was closed on 19 May at your own request. Could you please clarify when exactly the casino reopened your account? Was the account reopened automatically, or did you request it to be reopened?
• Is your account currently closed, or are you still able to access it?
• When was the last time the casino contacted you regarding your refund requests or the repeated closure of your account?

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

Best regards

Veronika

Hi Veronica,

Thank you for your response. Here are the answers to your questions:

1. I have never asked to reopen my account. Casino account

2. The account was permanently and officially closed by them only last Saturday (June 13, 2026), when Casino support confirmed to me by email again and again that it should not have been opened. I currently no longer have access to it.

3. The casino last contacted me this Saturday (13. 6. 2026). They wrote to me that they had escalated the matter regarding my refund request and forwarded it to the relevant department for review. Since then, I have been waiting for their statement regarding approval and payment of the full amount.

I fully stand by my complaints and demand a refund of all my deposits.

Ahoj Veroniko,

děkuji za reakci. Zde jsou odpovědi na tvé otázky:

1. O znovuotevření svého účtu jsem nikdy nežádala. Kasino účet

2. Účet byl z jejich strany trvale a oficiálně uzavřen až uplynulou sobotu (13. 6. 2026), kdy mi to e-mailem potvrdila podpora Casinova znovu a presto, ze nemel být otevřen. Momentálně už k němu přístup nemám.

3. Naposledy mě kasino kontaktovalo právě tuto sobotu (13. 6. 2026). Napsali mi, že záležitost ohledně mé žádosti o vrácení peněz (refundaci) eskalovali a předali příslušnému oddělení k prověření. Od té doby čekám na jejich vyjádření ohledně schválení a vyplacení celé částky.

Na své stížnosti plně trvám a požaduji vrácení všech svých vkladů.

I am sending an important update on the case. Today (16.6.) I was contacted by email by a representative of Casinova (Melanie) and offered me a partial refund of 350 EUR (approx. 8,750 CZK). I declined this offer because it clearly does not correspond to the full amount of my deposits after self-exclusion (which is 18,200 CZK).

I consider this a clear admission of guilt by the casino and an attempt at manipulation, where they want to pay me only partially to withdraw the complaint. I am attaching a screenshot of their email offer.

posílám důležitou aktualizaci k případu. Dnes (16. 6.) mě e-mailem kontaktovala zástupkyně kasina Casinova (Melanie) a nabídla mi částečnou refundaci ve výši 350 EUR (cca 8 750 Kč). Tuto nabídku jsem odmítla, protože prokazatelně neodpovídá plné výši mých vkladů po sebevyloučení (která činí 18 200 Kč).

Považuji to za jasné přiznání viny ze strany kasina a pokus o manipulaci, kdy mě chtějí vyplatit jen částečně, abych stížnost stáhla. V příloze posílám screenshot jejich e-mailové nabídky 

Dear Gabir

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Gabir,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Casinova and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Casinova representative to join this conversation and participate in resolving this complaint.

Dear Casinova,

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 for providing the information.

Dear Gabir,

Thank you for reaching out to us.

Please be informed that your case is currently under investigation and we will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Casinova Team

Dear Casinova,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Gabir,

Thank you for your patience.

We would kindly ask you to check your emails where we presented you with a refund offer.

We hope this finds your well.

Kind regards,

Casinova Team

Good morning,

Thank you for your message. I accept the offer to refund the full amount of CZK 18,200 that you sent me by e-mail. I have already sent you all the necessary bank details for the payment in response to Nina's e-mail.

I am keeping this complaint against Casino Guru open and will only consider it successfully resolved once the money has been demonstrably credited to my bank account. Once that happens, I will immediately provide an update here.

Best regards,

[edited by Casino Guru]

Dobrý den,

děkuji za zprávu. Nabídku na vrácení plné částky ve výši 18 200 Kč, kterou jste mi zaslali na e-mail, přijímám. Veškeré potřebné bankovní údaje pro realizaci platby jsem vám již odeslala v odpovědi na e-mail od Niny.

Tuto stížnost na Casino Guru ponechávám otevřenou a budu ji považovat za úspěšně vyřešenou až ve chvíli, kdy budou peníze prokazatelně připsány na mém bankovním účtu. Jakmile se tak stane, okamžitě zde podám aktualizaci.

S pozdravem,

[redacted by Casino Guru]

Dear Gabir,

Thank you for your prompt reply, for confirming the refund amount, and for already sharing your bank details with the casino.

Don't worry, the complaint will remain open until you confirm that you have received your refund.

Dear Casinova,

The player agrees with the refund offer and has already shared their bank details.

Please let us know once there is any news regarding this complaint.

At the same time, I am very sorry to write this here, but I would like to ask you, Igor, if it would be possible for you to take over my second case – a complaint against Bet Score Casino. It was rejected because the mediator Jean did not take into account the most important thing at all. I provided Jean with all the documents, including confirmation that I had actually sent the email on the 6th. I explicitly asked her to request a transcript of the chat from the casino, which she did not do and closed the case with the statement that the casino acted properly.

However, the casino did not act properly and violated its own responsible gaming rules. They themselves have written on the self-exclusion section of their website (I attach a screenshot): "If you feel that you need to take a break from playing, you can contact our customer support team and we will block you from playing for a while."

When I wrote to them on the live chat on the 6th day, I explicitly and desperately asked the operator three times to block me, and I openly admitted that I was a gambler. They had the full authority and obligation to stop me immediately at that moment. Instead of helping, they ignored me and repeated that I had to send an email. I sent that email right away on the 6th day (Jean has proof from my sent messages). The casino is now using the alibi that they did not receive anything on the 6th day and they only closed the account on the 8th day, when I sent the email again.

But as a player, I cannot be held responsible for the casino's technical problems with email delivery. The essence of the whole problem is that they were already demonstrably aware of my situation on the 6th day from the chat, they refused to resolve my direct request, they didn't help me at all, and because of their inaction, I lost money on the 8th day.

I no longer have access to the chat, so I urgently need Casino Guru to request it from the casino and check it. No one has responded to my request to reopen the case for several days now. Since June 11, I have been officially blocked everywhere, I don't get any ads, I am actively undergoing treatment and I want to continue my abstinence in peace. I would be extremely grateful if you would take over this case, request the chat and help me correct this injustice.

Zároveň se moc omlouvám, že to píšu sem, ale chtěla bych vás, Igore, poprosit, zda by bylo možné, abyste si převzal i můj druhý případ – stížnost na Bet Score Casino. Ten byl zamítnut, protože mediátorka Jean vůbec nevzala v potaz to nejdůležitější. Veškeré podklady včetně potvrzení, že jsem e-mail 6. dne skutečně odeslala, jsem Jean dodala. Výslovně jsem ji žádala, aby si od kasina vyžádala přepis chatu, což neudělala a případ uzavřela s tím, že kasino jednalo v pořádku.

Kasino ale v pořádku nejednalo a porušilo vlastní pravidla zodpovědného hraní. Sami mají na stránkách v sekci self-exclusion napsáno (přikládám screenshot): „Pokud máte pocit, že si od hraní potřebujete dát pauzu, můžete kontaktovat náš tým zákaznické podpory a my vám hraní na chvíli zablokujeme."

Když jsem jim 6. dne psala na live chat, třikrát jsem operátora výslovně a zoufale žádala, aby mě zablokoval, a otevřeně jsem přiznala, že jsem hazardní hráč. Měli plnou pravomoc i povinnost mě v tu chvíli okamžitě stopnout. Místo pomoci mě ale ignorovali a opakovali, že musím poslat e-mail. Ten e-mail jsem hned 6. dne odeslala (Jean má důkaz z mých odeslaných zpráv k dispozici). Kasino se teď alibisticky ohání tím, že jim 6. dne nic nepřišlo a účet zavřeli až 8. dne, kdy jsem e-mail poslala znovu.

Jenže já jako hráč nemohu nést odpovědnost za to, že má kasino technický nepořádek v doručování e-mailů. Podstatou celého problému je, že o mé situaci prokazatelně věděli už 6. dne z chatu, moji přímou žádost odmítli vyřešit, vůbec mi nepomohli a kvůli jejich nečinnosti jsem pak 8. dne prohrála peníze.

Já sama k tomu chatu už nemám přístup, a proto nutně potřebuji, aby si ho Casino Guru od kasina vyžádalo a prověřilo ho. Na mou žádost o znovuotevření případu už několik dní nikdo nereaguje. Od 11. 6. jsem oficiálně všude zablokovaná, nechodí mi žádné reklamy, aktivně se léčím a chci v klidu pokračovat ve své abstinenci. Byla bych vám nesmírně vděčná, kdybyste tento případ převzal, vyžádal si ten chat a pomohl mi tuto nespravedlnost napravit.

Dear Gabir,

I will take a look at that complaint and let you know my findings via email.

Since this thread is solely for discussing the case regarding Casinova, I would kindly ask you to keep the remaining conversation related to this case.

Thank you for your understanding.

Dear All,

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation and wish you all the best.

Kind regards,

Casinova Team

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

Dear Gabir,

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,

Igor