Casinova - Las cuentas de los jugadores han sido cerradas.

Hello, I have a request: can you help me? I have a game problem that I didn't want to accept.

I created an account at Casinova Casino 2024 and sent an email stating that I would involve lawyers if I didn't receive my money.

Then they closed my account within a very short time. I deposited 1919 euros and lost everything.

Then I deposited a total of €10,000 at Cleobetra Casino, Pandido Casino, Revolution Casino, Casesa Casino, Spinbara Casino, and Malina Casino (all from the same provider) and lost everything. The account was also closed.

I didn't mention that I have a gaming problem.

Yesterday I wrote to all casinos that my accounts would be permanently closed by self-exclusion.

I haven't received a response. Could you help me get my lost money back? Do you offer refunds for gambling problems? I'm not getting any more replies from the casino.

Hallo ich habe eine bitte können sie mir helfen ich habe ein spielproblem was ich nicht annehmen wollte

ich habe bei casinova casino 2024 ein konto erstellt und habe per email gesendet das ich anwälte einschalte wenn ich nicht mein geld bekomme

werde dan haben sie mein konto geschlossen innerhalb kurzeste zeit habe 1919 euro eingezahlt und alles verloren

dan habe ich bei cleobetra casino,pandido casino, revoltioncasino, casesa casino ,spinbara casino , malina casino mafia casino gleicher anbieter und alles verloren ingesamt 10 000 euro eingezahlt auch konto geschlossen

ich habe nicht erwähnt das ich spielproblem habe

gestern habe ich an alle casino geschrieben das meine kontos endgültig geschlossen werden per selbstauschuss

habe keine reaktion bekommen könnten sie mir helfen mein verloren geld zu bekommen ob sie rückerstattung anbieten bei spielprobleme ich bekomme keine antwort mehr von den casino ?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@casinova.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Have you requested a self-exclusion from Casinova directly?

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

Best regards,

Attila

Thank you for your response. I would like to kindly inform you that we are unable to mediate complaints involving multiple casinos within a single thread. Therefore, I request that you focus solely on your concerns regarding Casinova in this thread and submit a separate complaint for any other casinos where you are experiencing similar issues. Could you please provide the receipts for the deposits you have made since requesting to self-exclude from Casinova? Thank you in advance for your cooperation and understanding.

I sent the payment via email.

Habe die einzahlung per email gesendet

Thank you for your response. Unfortunately, the list of transactions currently only reflects deposits made in 2024. Please note that we are unable to process refunds for deposits made prior to your self-exclusion request. Could you please let me know if there were any deposits made after you communicated your gambling concerns to the casino? Additionally, do you still have access to your account at this time?

I look forward to your reply.

No, I don't have access because it was blocked after I threatened legal action.

Yes, payments followed my emails stating that I am a gambling addict, but I received no response to my inquiries.

nein ich habe kein zugriff da es gesperrt wurde nach ich mit anwälte gedroht habe auf mein konto

ja es folgten zahlung nach meine emails das ich spielsüchtig bin habe keine antwort erhalten auf meine Anfragen

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your response. Could you please confirm the exact date when the casino closed your account? Additionally, could you please forward receipts of the deposits made following your self-exclusion request as well?

I look forward to your reply.

Dear Diana24,

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,
Attila
Casino.Guru