Casinova - プレイヤーのアカウント閉鎖および出金申請の処理が遅れています。

I emailed Casinova to tell them I have a gambling problem that is harming me and my family and has left me close to bankruptcy. I asked them, as a self-exclusion under section 3.8 of their own terms, to permanently close my account so I can no longer access the site, and to pay out my verified balance of 6,729.10 EUR to my verified bank details, all handled by email so I would not have to log back in.

So far they have not closed my account or actioned the self-exclusion.

My concern is that their terms void funds if an account is closed with a balance or pending withdrawal. That clause is for ordinary closure, not for a self-exclusion made because of gambling harm, and it should not be used to delay my closure or withhold my money.

I am asking that my self-exclusion be actioned and my account permanently closed, that my balance of 6,729.10 EUR be paid out rather than voided, and that I receive written confirmation. I have the full email record and can provide it.

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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?

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