Casinova Online Casino - プレイヤーのアカウントの閉鎖が遅れています。

Hello everyone

The situation is as follows. Unfortunately, I have been addicted to gambling for some time now. Unfortunately, I cannot get away from it.

I registered with Casinova and gambled away 1000 euros or more. I then contacted the provider via email and asked for a permanent account closure due to gambling addiction. This was confirmed. Unfortunately, the account was not closed the next day and I gambled away another 2000 euros.

I hereby ask you to help me to at least get the 2000 euros back.

I hope to hear from you soon.

Thank you

Hallo zusammen

Die Situation ist folgende. Leider bin ich seit geraumer Zeit spielsüchtig. Schaffe es leider nicht davon wegzukommen.

Ich habe mich bei Casinova angemeldet und 1000 Euro oder mehr verspielt. Daraufhin habe ich Kontakt via Email mit dem Anbieter aufgenommen und um eine permanente Kontoschließung, wegen Spielsucht, gebeten. Diese wurde mir auch bestätigt. Leider war am nächsten Tag das Konto nicht geschlossen und ich habe ca weiter 2000 Euro verspielt.

Hiermit bitte ich euch mir dabei zu helfen, wenigstens die 2000 Euro zurückzubekommen.

Ich hoffe bald von euch zu hören.

Vielen Dank

Hello Jakka123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinova Online Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• How much was your balance when you requested for the exclusion?
• Did you reply to the casino to confirm your request?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thank you for the quick response.

My account was not yet verified and there were no funds left when I requested closure.

And yes, I replied and confirmed the closure again. See screenshots that I attached to my previous message.

Last contact was yesterday. I wrote an email to the casino but haven't received a response yet.

Hi Nick

Danke für die rasche Rückmeldung.

Mein Konto war noch nicht verifiziert und es war kein Guthaben mehr vorhanden, als ich die Schließung beantragt habe.

Und ja ich habe geantwortet und die Schließung nochmals bestätigt. Siehe Screenshots die ich bei meiner vorigen Nachricht beigefügt habe.

Letzte Kontakt war gestern. Ich habe eine Email an das Casino geschrieben aber noch keine Antwort erhalten.

Thanks

Request for feedback

Bitte um Rückmeldung

Dear Jakka123,

Would it be possible to forward the initial request you have forwarded to the casino to nikolas.b@casino.guru?

Additionally, can you please clarify whether your account is still active?

Looking forward to hearing from you.

Regards,

Nick

Hello Nick,

I attached all the screenshots in my first message, didn't I?

Hallo Nick,

Ich habe dich bei meiner ersten Nachricht alle Screenshots beigefügt, oder nicht?

Hello,

what's it like? Have you already contacted the casino?

Request for feedback

Thanks

Hallo,

wie sieht es aus? Hast du bereits mit dem Casino Kontakt aufgenommen?

Bitte um Rückmeldung

Danke

The account has now been closed.

Das Konto ist mittlerweile geschlossen worden.

Thank you Jakka123 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Jakka123,

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