Casinova - L'account del giocatore rimane chiuso senza soluzione.

Good day

Casino Casinova was first informed by me in November 2024 that my account should be permanently closed without the possibility of reopening. My request was ignored several times, and sometimes even processed with confirmation that the account was closed. Unfortunately, I was still able to log in, and since discussing this with my lawyer and clarifying the legal situation, the casino has stopped responding to any attempts to contact them. I have screenshots of my emails regarding the account closure for various reasons and demand the return of all my net losses since my initial request. I have asked them to cooperate, but they are uninterested. The net loss I am claiming is almost CHF 3,000. I expect them to help me recover my money!

Best regards

[Redacted]

Guten Tag

Das Casino Casinova wurde von mir im Novemeber 2024 erstmals darüber informiert mein Konto dauerhaft und ohne Wiedereröffnungsmöglichkeit zu schliessen. Mehrmals wurde die Anfrage ignoriert und manchmal sogar bearbeitet mit einer Bestätigung das dass Konto geschlossen ist. Leider konnte ich mich trotzdem immer Einloggen und seit ich diese mit meinem Anwalt besprochen habe und die rechtslage eindeutig ist, meldet sich das Casino nicht mehr und antwortet auf keine Kontaktversuche. Ich habe einige Screenshots von meinen E-Mails bezüglich Kontoschliessung aus diversen Gründen und fordere all meine Nettoverluste seit meiner ersten Anfrage zurück. Ich habe sie auf Kooperation hingewiesen jedoch interessiert sie das nicht. Der Nettoverlust den ich zurückverlange liegt bei knapp 3000 CHF. Ich erwarte von ihnen das sie mir helfen mein Geld zurück zu holen!

mfG

[Redacted]

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Hello,

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 [email protected].

Thank you in advance for your cooperation.

Best regards,

Attila