Always Vegas Casino - Player’s attempts to self-exclude from the casino have been overlooked.

To whom it may concern,

I am openly struggling with the gambling addiction. I wouldn’t wish this on anyone. It’s certainly not fun. It’s an addiction. I have been trying now to close my account with always Vegas for days and I mean days. I’ve been on 3 different chats with them . I’ve sent multiple emails requesting this account to be closed with no option to reopen because I’m a compulsive gambler. They still have not closed my account and I find myself still gambling. I hate myself and I hate them more. Help!

Dear Dianne,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found

https://www.alwaysvegas.eu/en/terms:

„1.13. The player accepts any and all game results shown by the Casino software or website as true. Any disputes regarding the outcome of games played will be decided by results from the game server, and these will determine the final decision of the Casino. If for any reason the player is not totally satisfied with the terms and conditions laid out before them, then the player is within their rights to discontinue playing and remove the software from his/her computer. Furthermore, a player who is unsatisfied with his/her personal gaming experience at the Casino and wishes to close their account, bears responsibly for manually closing or freezing said account from within the Casino software and to remove any software associated with the casino from their computer or mobile devices."

Is this support@alwaysvegasemail.com the email address that you have sent your email to?

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

Best regards,

Petronela

Thank you, Dianne, for your emails. Do I understand correctly that the first time you have informed the casino about your gambling problem was on the 24th of September 2021?

Yes Petronela, that is correct. Thank you for your help.

Do you mind if I ask you a silly question? Do you know anyway that I can be shut down from all casinos? I just can’t control this addiction and I’ve lost everything, I mean everything.

And just to let you know this i started gambling just a little ago ONE year ago when something bad happened to me and then on top of that I lost my job in shame on me, I took the gambling.

I also wanted you to know that I played with dozens and dozens of casinos. The only ones I’m looking for a refund from didn’t do as I asked when I asked for their help to give me no option to re-open my account/s. There’s plenty of them that I wouldn’t do anything about because that’s all on me and I know that. A lot of them followed responsible gaming commission rules and I respect that and I truly wish they all did.

Best regards,

Dianne

Thank you very much, Dianne, for your reply. I understand how difficult it must be for you to admit that you have a gambling problem and fully respect your decision to stay away from all casinos. Unfortunately, it is not an easy task for a player as a global self-exclusion doesn't exist at the moment. I could only suggest checking out the article https://casino.guru/problem-gambling with some interesting points which could help you to fight your problem.

Meanwhile could you please forward your cashier/deposit history to petronela.k@casino.guru? Looking forward to hearing from you.

Hello again,

It was nice hearing back from you.

How do I get my deposits from the cashier?

Thank you so much for your help in this matter.

Best Regards

Dianne S*****

PS I’m so in over my head with all this gambling and don’t know what to do. Another casino really took advantage of me. Should I start a new complaint?

It is Crazy Winners. Back in July this guy james s**** sent me an email to tell me to follow him to his new casino and my reply to him was don’t email me , don’t call me , don’t bother me anymore. I reiterated to him I have a gambling problem is serious and leave me alone.

He called me on my phone two days ago and I was taken back. He knows I have a gambling addiction and admitted it but it didn’t matter to him. Help!

Hi Petronela,

I haven’t heard back from Always Vegas regarding my deposit history. I don’t know how to get through to them. They are not answering my emails and I can’t get on a chat. Do you have any other suggestions for me?

I know when I emailed you back earlier today, I mentioned to you another casino where I’m having problems with. Maybe it’s me ?

I was on two chats with Crazy Winners this morning. Two long chats and I asked desperately that I did not want any further "phone calls "to me. I did NOT want that guy James calling me again.

Guess what, this afternoon my phone rang and I was petrified when I saw the number. It was James. I feel so nervous right now. I’m a senior citizen and I have a sick husband. I don’t want retribution. Why is he calling me? Help!

Best regards,

Dianne S***** 🙏

Why do casinos, most casinos take advantage of the addicted? I saw so very few that did the right thing by me. So I don’t have the "ability to go to people like you and the Responsible Gaming Commission?.I’ve told you about a couple…… but there are so many. I’ve lost everything due to THEIR

negligence.

Regards,

Diane

You could request a deposit history from the casino directly. However, if your account is still accessible you can make a screenshot of it without anyone's assistance.

Thank you for your help. I greatly appreciate it.

Sorry I had to send these mostly individually. I’m not even sure if I sent them all but thank you for your help..

kind regards

dianne

Thank you very much, Dianne, for forwarding all the relevant screenshots. Please understand that completing a self-exclusion request takes some time and it's not done immediately. As you confirmed earlier, the self-exclusion has been requested on the 24th of September and I didn't found any deposits that would be placed in the following days, only the same day or before.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Good morning,

I believe there is a discrepancy of a few days. I requested days before sept. 24th for this account to be closed with no option to re-open. I am not looking for anything before that date because that’s on me.

But they should’ve closed my account 2 to 3 days before when I asked and I feel like I should be entitled to a refund from September 24 th in the amounts; $116.95, $211.93, $260.45 and $95.43. On September 23 I believe I should be refunded $232.57, $196.84, and $246.39. September 22 I deposited $60. This was all post my asking this account to be close to my gambling addiction. I will send you some chats is proof.

Dear Dianne,

If you have sent any emails requesting the self-exclusion before September 24th, please forward those emails to me. Thank you very much in advance.

Dear Dianne,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.