Taste Vegas Casino - Player's account has not been closed despite a self-exclusion request.

Casino with extremely low rtp 91.25 playngo games

This casino belongs to the Elmest casinos group where I have blocked myself from all their casinos due to gambling problems.

Event

Creates account, loses 600 euros within an hour. Afraid of losing more and wants to close my account. Tries via live chat, no one answers.

Writes an email 00:29 Sep 12 that I want the account permanently closed due to gambling problems.

Nothing happens all day. In the evening I get an email asking if I should really close the account as I have bonuses and other things that are lost. I lose another 3000 SEK.

It is frivolous and against MGA rules to not close my account immediately when I stated that I have a gambling problem but instead let me play more. I demand a refund of the last 3000 as they knew I had a gambling problem and asked for closure.

The casino refuses this. They do not close accounts immediately even if the customer has gambling problems. Great danger for those of you with problems staying here

Dear jolle,

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 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

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If anything seems suspicious, please contact us directly. Stay safe.

I have sent an email with this information.

Have you typed my email address correctly? I have not received any emails from you so far. Please ensure that you are contacting me using the correct email address listed on our website: veronika.f@casino.guru.

Solved

Dear jolle,

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,

Veronika Fritz

Casino.Guru