Casinova - Se ignora la solicitud de cierre de cuenta del jugador.

I've asked several times to have my casino account permanently blocked. However, they don't seem to be taking my request seriously. I continue to receive emails and text messages, even though I've clearly stated that I don't want to play anymore and don't want any further contact.

I find it very disappointing that my requests are being ignored. I want my account permanently closed and blocked—with no possibility of ever reopening it. I also don't want to receive any more messages from this casino.

Ich habe schon mehrfach darum gebeten, dass mein Konto im Casino dauerhaft gesperrt wird. Trotzdem wird das anscheinend nicht ernst genommen. Ich bekomme weiterhin E-Mails und SMS, obwohl ich klar gesagt habe, dass ich nicht mehr spielen will und keinen Kontakt mehr wünsche.

Ich finde es sehr enttäuschend, dass meine Anfragen ignoriert werden. Ich möchte, dass mein Konto endgültig geschlossen und gesperrt wird – ohne die Möglichkeit, es je wieder zu öffnen. Außerdem will ich keine Nachrichten mehr von diesem Casino erhalten.

Dear sprite2022,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I'm having a problem with the game. Unfortunately, I don't have any screenshots 🙁.

Ich habe ein Spielproblem. Leider verfüge ich über keine Screenshots 🙁.

I’m sorry, but without any emails, chat transcripts, screenshots, or other evidence confirming your self-exclusion request to the casino, we’re unable to assist you in obtaining a refund for your lost deposits. What we can do, however, is help you proceed with a proper self-exclusion moving forward.

When requesting self-exclusion, it’s very important to clearly state the reason for your request and specify the desired duration. Please also ensure that the subject of your email is easy to identify, as casino support teams receive a high volume of messages daily. A well-marked and clear request is more likely to be noticed and granted promptly. I also strongly advise saving a copy of your self-exclusion request for your own records.

Here’s an example you can follow:

Email subject: Self-exclusion due to gambling addiction

Player information:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Email body:

Greetings [Casino Name] Support Team,

I’m writing to request that my account be excluded from this casino and that I no longer receive any gambling-related marketing materials, effective immediately. I request this self-exclusion for a period of [X months/years] (or lifetime).

The reason for this request is gambling addiction.

I understand and accept that I will not be permitted to reverse this self-exclusion before the agreed period has ended.

Sincerely,

[Your Full Name]

Please send this request to the casino’s support email (support@casinova.com), and kindly CC me at veronika.f@casino.guru so we can keep a record and assist you further if needed.

I sent the email 🙂

Habe die Email gesendet 🙂

Since I also wanted to have my account blocked from the associated casinos, I contacted several others. I received immediate responses from the other four, and my account was blocked. Unfortunately, I haven't received any response from this one yet.

Nachdem ich mich ja auch bei den zugehörigen Casinos sperren lassen wollte, habe ich weitere angeschrieben. Von den vier anderen habe ich sofort eine Rückmeldung bekommen, und mein Konto wurde gesperrt. Hier ist es aber leider so, dass ich bisher keine Rückmeldung erhalten habe.

Thank you for letting me know. Please note that self-exclusion requests are handled manually by the relevant department at the casino, which means it may take a few working days to successfully block your account. Have you received any response from the casino regarding your request so far?

No, unfortunately not yet.

Nein, leider noch nicht.

Thank you very much, sprite2022, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sprite2022,

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

Dear sprite2022,

We would like to kindly inform you that we didn't receive any email regarding your account closure request.

Nevertheless, we are pleased to confirm that your coummunication program deactivated and your account has been permanently closed.

We wish you all the best for your future activities.

Kind Regards,

Casinova Casino Team

Thank you. My account is now truly closed!

Danke. Mein Konto ist jetzt wirklich geschlossen!

Dear sprite2022,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru