Vegas Hero Casino - Player demands refund after account closure.

Assunto: Solicitação urgente de reembolso integral por violação das regras de jogo responsável

Prezados,

Conforme já informado, sou jogadora autoexcluída, inscrita no Serviço de Regulação e Inspeção de Jogos (SRIJ) em Portugal desde 12/06/2023, por motivo de dependência patológica de jogo. Apesar disso, o vosso casino permitiu o meu registo, depósitos e apostas, em flagrante violação das normas de jogo responsável impostas pelas licenças da Malta Gaming Authority (MGA) e UK Gambling Commission (UKGC).

Além disso, em 13 de julho de 2025, solicitei o levantamento do saldo de €3.200, proveniente de ganhos obtidos. No entanto, o vosso casino demorou a processar o pedido, cancelei 3 vezes o levantamento pela vossa demora no processamento, e na minha conta dizia que não era necessária a verificação, permitindo que eu apostasse e inclusive aceitasse novos depósitos no total de €1.250, o que não teria ocorrido se tivessem processado o levantamento prontamente e bloqueado a conta. Desse valor, €500 foram tranferidos via mbway do meu banco, foram descontados mas não creditados na conta do casino, configurando falha clara na prestação do serviço. Quando confrontados com a situação, sem tentar resolver, cancelaram a minha conta sem qualquer justificação.

Assim, exijo:

✅ O reembolso integral no valor de €4.450, correspondente:

- Aos €3.200 do saldo de levantamento não processado;

- Aos €1.250 depositados após o pedido, indevidamente permitidos pela vossa plataforma em violação da minha interdição.

Sabendo do vício ao jogo pelo comportamento que tive além da falta de transparência, a partir do momento que têm comprovativos de transferência e mesmo assim ignoram o facto de me terem ficado com 500 euros que nem foram utilizados pois não foram creditados na conta de jogo exijo que o caso seja revisto!

Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Could you please advise if you have requested a self-exclusion from Vegas Hero Casino directly?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

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Thank you for your patience, and stay safe.

Eu pedi para me encerrar a conta após resolverem a minha situação não antes, e nunca solicitei autoexclusão ao casino vegas hero. Só vi, enquanto jogador compulsivo que os meus direitos foram comprometidos, visto que estou interdita de jogar desde 2023 e fiz apostas de valor avultado e mesmo assim demoraram mo processamento de pagamento quando na área pessoal dizia que não necessitava de verificação. Sendo viciada em jogo acabei por cancelar várias vezes o levantamento e acabei por gastar tudo. E ainda fazer depósito e não creditaram na minha conta de jogador um dos depósitos no valor de 500 euros. Quando confrontados com as situações limitaram se a encerrar a minha conta sem qualquer justificação.

Dear player, unfortunately, SRIJ-issued self-exclusion will apply only to casinos licensed under that license. Vegas Hero Casino is not licensed under SRIJ and, therefore, will not be part of the same self-exclusion scheme.

If you want to be protected in casinos not licensed in SRIJ, you'll need to request a self-exclusion due to gambling issues in every casino where you have an open account.

From our point of view, you are not eligible for a return of losses accrued before informing the casino about gambling problems.

Do I understand correctly that you have not requested self-exclusion from Vegas Hero Casino?

Do you currently have access to your casino account?

Dear Casino Guru team,

Thank you for your response. While I did not submit a direct self-exclusion request to the casino, I have been officially registered in the national Portuguese gambling self-exclusion system (SRIJ) since 2023, which already indicates that I was dealing with gambling-related harm.

In addition to that, my behaviour while using this casino showed several signs of problem gambling:

– I cancelled multiple withdrawal requests,

– I made high-value deposits in a very short time,

– I placed large and risky bets,

– I lost all my funds after showing clear signs of compulsive gambling.

Despite these warning signs, the operator did not intervene or apply any responsible gambling measures. Instead, my account was simply closed after I submitted a complaint. I believe this shows a serious lack of care on the operator's side.

I respectfully ask that the complaint continue to be reviewed based on these facts. I am still hoping for a fair resolution.

Best regards

Continuo à espera de resposta .

Dear player, we understand how difficult your situation is, and we genuinely sympathize with your experience. However, we must clarify that the self-exclusion issued by the Portuguese regulator (SRIJ) only applies to casinos licensed under SRIJ. Since Vegas Hero Casino does not operate under this license, they had no access to that self-exclusion list and therefore could not have known you were registered in it.

You also confirmed that you did not request self-exclusion directly with Vegas Hero Casino. In such a case, the casino cannot be expected to restrict your activity unless they are explicitly informed of a gambling problem.

Additionally, since your account has already been permanently closed and there is no active access, we are unfortunately unable to assist you further with this matter.

Refunds are only considered in cases where a player clearly informs the casino about their gambling addiction and the casino continues to allow deposits or gameplay despite that warning. That was not the case here.

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.