Vegas Hero Casino - Player is unable to self-exclude.

I am writing to report serious concerns about Vegas Hero Casino and to provide evidence of irresponsible gambling practices and apparent operation without UK consumer protections.

I understand from IBAS that Vegas Hero’s previous owner, Genesis Global, surrendered its UK licence and that Vegas Hero now appears to operate outside the UK Gambling Commission’s regulatory framework. Despite this, the site continues to target UK players, accepts deposits in GBP and processes payments via UK‑facing methods.

Key issues:

Self‑exclusion ignored

I joined Vegas Hero on 08/01/2026.

On 23/01/2026 I emailed customer support requesting permanent self‑exclusion for 5 years. There is no self‑exclusion function in the account area; their help pages say players must email support.

I chased on 25/01/2026, 01/02/2026, 02/02/2026 and again on 25/02/2026 via email and live chat. My request was met with rudeness, vague assurances that it was "in processing", and ultimately silence.

My account remains open as at 06/03/2026 and I have continued to gamble significant sums during this period, despite clearly stating that I have a gambling problem and am begging them to close my account.

Failure to act responsibly and prevent harm

Between 23/01/2026 (first exclusion request) and 06/03/2026 I deposited approximately £3,305.00, including £2,500 in further deposits between 08/02/2026 and 06/03/2026 alone (evidence attached).

At no point did the operator suspend my account or intervene, even after multiple written requests for self‑exclusion.

This is, in my view, a clear failure to protect a vulnerable customer and shows complete disregard for responsible gambling principles.

Unexplained fees and refusal to provide reconciliation

Across the life of the account I deposited £3,942.00 but £4,161.20 was debited from my bank due to unexplained non‑GBP or "international" fees. My own reconciliation shows at least £219.80 in overcharged deposits and a £5.29 shortfall on withdrawals (£225.09total).

Vegas Hero repeatedly refused to provide a full transaction breakdown, payment processor details, or an explanation for these extra charges. Instead they claimed they applied no fees and blamed my bank, then closed my complaint by citing their terms and conditions.

Attached evidence:

Email trail with Vegas Hero (including self‑exclusion request and chasers).

Chat screenshots showing rude and dismissive responses.

Resolver/IBAS correspondence, including IBAS confirming that Vegas Hero is no longer under their remit.

My transaction table and bank statements showing deposits, withdrawals and additional fees.

Requested action:

immed permanent closure of my account, full refund of deposits, losses and fees incurred after my self exclusion request on 23/01/2026. This totals approximately £3,305.00 + £225.09 fees from that date to 06/03/2036 (evidence attached), as Vegas Hero ignored my repeated emails (23/02, 25/01, 01/02, 25/02) and failed to act responsibly.

I would be grateful if you could confirm receipt of this complaint and let me know if you require any further information.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you mentioned gambling addiction or gambling-related harm as the reason for your account closure requests in any of the emails you sent to the casino?
• Has the casino responded to any of your emails requesting account closure?
• When was the first time you mentioned gambling problems to the chat operator? The screenshots you provided do not include any dates or timestamps.
• Regarding the fees, please note that it is common for payment providers to impose additional charges related to currency conversion or international transfers. These fees are not imposed by the casino, so we are unfortunately unable to request that the casino refund these amounts to you.

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

Best regards

Veronika

Dear Veronika,

Thank you for your reply and for looking into my complaint.

To clarify my position:

1. On 23/01/2026 I emailed Vegas Hero requesting permanent closure of my account for 5 years. Their own help pages instruct players to email support to close their accounts, which I followed.

2. I then chased this request multiple times by email and live chat on 25/01, 01/02, 02/02 and 25/02, all asking for my account to be closed immediately and permanently. In the chats I specifically stated that I wanted the account closed to stop me gambling and that I was "begging them" to close it.

3. Despite these clear and repeated requests, my account remained open and fully usable. Vegas Hero agents repeatedly assured me the request was "in processing" or with a "dedicated team", but they did not suspend the account, apply any restrictions, or follow up by email.

4. As a result, between 23/01/2026 and 06/03/2026 I deposited approximately £3,305.00, including £2,500 in further deposits between 08/02/2026 and 06/03/2026 alone. These deposits, and the associated losses and fees, only occurred because my self‑exclusion / permanent closure request was ignored.

5. My account remained open as of 06/03/2026 and I continued to gamble significant sums during this period. In my view, this is a clear failure to act responsibly, protect a vulnerable customer and prevent gambling‑related harm.

Regarding your question about whether I explicitly mentioned "gambling addiction": UK and European responsible‑gambling standards require operators to act when a customer requests account closure in order to stop gambling or when there are indicators of harm, even if the exact phrase "addiction" is not used. In my chats and emails I repeatedly:

• Asked for permanent account closure for five years.

• Explained that I wanted the account closed to stop me gambling and prevent further harm.

• Informed them I had already deposited significant sums and needed the account closed straight away.

I believe this is more than sufficient to put the operator on notice that I am a vulnerable customer and that continued access to the account was harmful. Their failure to:

• promptly suspend or close the account after the first request,

• respond to multiple written chasers, and

• intervene despite ongoing heavy deposits,

amounts to irresponsible gambling practices and a breach of their duty of care.

For these reasons, my requested resolution is:

1. Immediate and permanent closure of my account;

2. A full refund of all deposits, losses and fees incurred after my initial self‑exclusion / permanent closure request on 23/01/2026, currently calculated at approximately £3,305.00 plus £225.09 in related fees; and

3. Confirmation of what measures the casino will put in place to ensure future requests for self‑exclusion or permanent closure are acted on without delay.

I attach again:

• Email trail showing my original closure request on 23/01/2026 and subsequent chasers;

• Time‑ and date‑stamped chat screenshots demonstrating repeated closure requests and the operator’s delays;

• Transaction table and bank statements showing deposits and fees after 23/01/2026.

I would be grateful if you could now reassess my complaint in light of this clarification and confirm that you will seek the requested refund and permanent closure from Vegas Hero.

Kind regards, 

Amy

I would like to submit an urgent update to my complaint regarding Vegas Hero.

Since my previous message on 13/03/2026, Vegas Hero has continued to keep my account open and has sent me multiple promotional emails offering bonuses, despite my repeated requests for permanent account closure and self‑exclusion from 23/01/2026 onwards.

On the evening of 15/03/2026, after receiving these promotional emails, I logged back into my account and lost a further £200.

Please update my complaint to reflect that my total claimed for deposits, losses and fees after my first exclusion request on 23/01/2026 is now approximately £3,730.09. This figure includes my previous calculation of £3,305.00 in deposits/losses plus £225.09 in related fees, together with the additional £200 lost on 15/03/2026.

My account still remains open at the time of writing, and I am urgently requesting that it be closed permanently without any further delay, with all marketing communications stopped immediately.

Kind regards,

Amy.

Thank you for your responses. I understand how frustrating this situation is for you, and I will do my best to assist you. When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Vegas Hero Casino, 

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 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." 

  

Please send another email to Vegas Hero Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance. 

Thank you, Veronika, for your detailed reply and for explaining the recommended wording for a self‑exclusion request. This situation has been incredibly frustrating and distressing, and I appreciate your continued assistance.

I have now sent the email you suggested to Vegas Hero, clearly stating that I wish to be immediately excluded due to gambling addiction and requesting a minimum 5‑year exclusion period. I have also copied in their complaints department on this message, as I have done with each of my previous emails, but to date I have received no meaningful response from them, despite the complaint‑handling timelines set out on their website.

For clarity, my total losses and related fees after my first exclusion / permanent closure request on 23/01/2026 now amount to approximately £3,730.09, plus an additional £500 lost last night, bringing the overall total I am seeking to be reimbursed to £4,230.09. These amounts are entirely the result of Vegas Hero failing to close my account when requested, continuing to send me marketing and bonuses, and not responding to my escalations.

I would be very grateful if you and your team could continue to support me in securing:

• permanent self‑exclusion and closure of my account, and

• reimbursement of the full £4,230.09 incurred after my initial request on 23/01/2026.

Please let me know if you need any further documents, screenshots or bank statements to progress this.

Dear Veronika,

Thank you again for your previous response and for providing the self‑exclusion template.

I wanted to update you that I sent the email you advised to Vegas Hero, clearly stating that I wish to be excluded due to gambling addiction and asking for a minimum 5‑year exclusion period. I also copied in their complaints department and you, as requested. It has now been approximately 90 hours (almost four days) since I sent that email and I have received no reply at all.

My account has still not been closed and remains fully accessible. In fact, there is currently an active bonus on my account (75 free spins if I deposit £30), and since sending the follow‑up email I have received three further promotional offers with bonuses and incentives encouraging me to deposit and gamble more. This is despite my clear statements that I have a gambling problem and need the account permanently closed.

Given the lack of response, the continued availability of my account and the ongoing marketing, it is now evident to me that the casino is not going to act on my requests for permanent closure / maximum self‑exclusion on its own. I urgently need my account closed and self‑exclusion applied before I relapse again and lose even more money.

For these reasons, I respectfully ask that Casino Guru now formally escalate this matter to Vegas Hero and actively seek:

• permanent closure and self‑exclusion for the maximum period available; and

• a full refund of all deposits, losses and related fees incurred since 23/01/2026 (£4,210), as set out in my previous messages.

Please let me know if you need any further information from me to proceed with this escalation. I am extremely anxious about the risk of further harm while my account remains open.

Kind regards, 

Amy

Dear Veronika,

I am writing again because I am now absolutely desperate for your help.

Since my last update, I have still not received any response from Vegas Hero to the self‑exclusion email you asked me to send, even though I copied you and their complaints department in as requested. My account remains fully open and usable.

Despite clearly stating that I have a gambling addiction and that I need the account permanently closed, I have continued to receive promotional emails from Vegas Hero. Since my last message to you, they have sent a further two marketing emails with bonuses and incentives to gamble.

Last night, after receiving these promotions and with my account still open, I relapsed again and lost an additional £250. This brings my total losses and related fees since my initial closure / self‑exclusion request on 23 January to £4,480.09.

I feel completely overwhelmed and frightened about the financial and emotional harm this is causing. I have done everything I can to follow the correct process, to tell the casino clearly that I have a gambling problem, and to ask for permanent closure and self‑exclusion. They are still ignoring me, leaving my account open and continuing to market to me while I am vulnerable.

I am begging Casino Guru to step in more forcefully now:

• Please urgently escalate this case directly with Vegas Hero.

• Please push for immediate permanent closure of my account with maximum self‑exclusion.

• Please seek a full refund of the £4,480.09 that I have lost (including fees) since 23 January, all of which occurred after my original request for permanent closure.

I am extremely anxious that, while the account remains open and the promotions continue, I will lose even more money. I would be very grateful for any urgent action you can take and for confirmation of the next steps.

Kind regards, Amy.

Hello ADG07,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Veronika,

Thank you for your update. I understand you are currently on vacation, however this matter is now becoming increasingly urgent and I am deeply concerned about the ongoing harm being caused.

Since my last message, I have lost a further £800 and have received five more promotional emails from Vegas Hero encouraging me to deposit and gamble. To date, I have still received no acknowledgement of my self‑exclusion email and my account remains open and accessible.

This is despite my repeated requests for permanent closure / maximum self‑exclusion, the email I sent in the format you advised, and the fact that I have copied in the complaints department each time with no effective response. The casino is continuing to market to me while leaving my account open, which is exactly the situation I have been trying to prevent.

My total losses and related fees since my initial request on 23/01/2026 now stand at £5,280.09. I am extremely worried that, while this remains unresolved, I will continue to gamble and lose more money.

At this point, I respectfully ask that Casino Guru treat this as urgent and escalate directly to the casino without further delay. I need support to:

• obtain immediate closure of my account and maximum self‑exclusion;

• stop all promotional contact; and

• recover the full amount lost since 23/01/2026, now totalling £5,280.09.

Please confirm receipt of this update and let me know what the next step will be. I would be very grateful if this could be prioritised, as the situation is causing me serious distress and financial harm.

Kind regards, 

Amy

Dear Veronika / Casino Guru,

I am following up on my previous message, as I have still not received any response. I understand my case was extended by 7 days due to annual leave, but the situation is now becoming more serious and urgent.

My Vegas Hero account is still open and fully accessible. Since my last message, I have received a further 5 promotional emails from the casino, despite my repeated requests for permanent closure and self-exclusion. As a result, I have lost a further £400.

This is now causing me continuing financial and emotional harm. I have done everything I was advised to do: I sent the self-exclusion email in the format recommended, copied in the complaints department, and made it clear that I have a gambling problem and need the account closed immediately. The casino has still not acted, and I have had no acknowledgement or meaningful response from them.

My total loss to date is now £5,680.09.

Please escalate this matter to Vegas Hero as a matter of urgency. I need support to secure:

• immediate permanent closure of my account;

• maximum self-exclusion for the longest period available;

• cessation of all promotional emails; and

• recovery of the money lost since my original request on 23/01/2026, now totalling £5,680.09.

I am extremely concerned that if this is not resolved quickly, I will continue to receive marketing and continue to lose money. Please confirm receipt of this update and let me know what action will now be taken.

Kind regards, 

Amy

Dear ADG07,

First of all, please accept my sincere apologies for the delayed reply. We are currently handling a high number of complaints, and unfortunately, some delays are unavoidable.

I would also like to inform you that I will be taking over your complaint, as Veronika is unfortunately unable to continue due to illness. I will do my best to review your case as quickly and thoroughly as possible.

To proceed effectively, I would kindly ask you to forward any emails where you clearly stated your gambling problem (or requested self-exclusion due to loss of control) to my email address: petronela.k@casino.guru.

This is a very important part of the case, as it helps us determine when the casino was explicitly made aware of your situation and whether they acted accordingly.

Thank you in advance for your cooperation. I will review everything as soon as I receive the documents.

Thank you for your message and for taking over my complaint.

I can confirm that I have now forwarded the relevant emails and correspondence to petronela.k@casino.guru as requested, including the messages where I clearly stated that I have a gambling problem and requested self-exclusion due to loss of control.

I also want to stress that my account with Vegas Hero is still open, despite my repeated requests for permanent closure and self-exclusion. The account remains accessible to me, and this situation is continuing to put me at risk of further harm.

Since my initial request on 23/01/2026, I have now lost £5,680.09 in total, and this has happened because the casino has continued to leave my account open and keep sending promotional emails and incentives. I want to make it clear that I am seeking full reimbursement of all money lost since that date as soon as possible.

I appreciate your assistance and I am grateful that you are now reviewing the case. Please let me know if you need anything further from me to progress this matter, as I remain extremely concerned that the casino has still not acted.

Kind regards, 

Amy

Hi ADG07,

Thank you for your message and for the information you have shared so far.

I would like to clarify that, unfortunately, the email trail you forwarded does not currently serve as sufficient proof that the casino was properly informed about your gambling problem. While I can see the content of your messages, the recipient details are not visible, so we are unable to verify that these emails were actually sent to the casino.

Additionally, the materials provided in your initial submission are quite extensive, and despite reviewing them carefully, I was not able to clearly identify verifiable proof that the casino was informed about your gambling addiction.

To proceed further, I kindly ask you to forward only the specific emails that you sent to the casino in which you explicitly mentioned your gambling problem. Ideally, these should clearly show the recipient (casino email address) and the content of the message.

Please do not send additional materials at this stage — just the relevant emails confirming that the casino was informed about your condition.

This is a crucial step for us to be able to properly assess your case and continue with the investigation.

Thank you for your understanding and cooperation.

Dear Petronela,

Thank you for your message.

I want to be clear that the full correspondence is contained in one PDF file, including the specific email you asked me to send, which appears at the bottom of the thread. I am unable to attach this file to the complaint directly because it is too large, so have emailed it separately to you.

The PDF also includes the earlier emails and chat conversations where I requested account closure because I was losing too much money. Although I did not initially use the exact words "gambling problem," those messages are still highly relevant evidence. They show that I repeatedly tried to stop the account and made it clear I was concerned about the amount of money I was losing.

I have only included screenshots of the emails, along with the sender and recipient details, because Gmail does not preserve the full address trail clearly when forwarding. The screenshots are the only reliable way to show the complete evidence.

Since sending the email you recommended, I have received a further 17 text messages with promotional incentives encouraging me to continue gambling on their site, as well as around 30 emails. This has happened despite my repeated requests for the account to be closed and for all gambling-related marketing to stop.

This situation is unacceptable. I have done everything that was asked of me, yet the casino has continued to contact me and keep my account open. I expect this evidence to be reviewed properly and taken seriously.

Thanks so much for your help.

Kind regards, 

Amy

Hi ADG07,

Thank you very much for providing the full email communication — it is very helpful.

Based on the documents you shared, I understand that your initial requests were focused on closing your account, and only later you clearly mentioned a gambling addiction and requested self-exclusion (as seen in your email titled "Self-exclusion due to gambling addiction").

To make sure we assess your case correctly, could you please confirm the following:

• That the email regarding gambling addiction and self-exclusion (dated around 20 March 2026) was the first time you explicitly informed the casino about your gambling problem
• That after this email, you were still able to access your account and continue playing
• Whether you made any deposits after this date
• Whether you received any communication from the casino after this request

This distinction is very important, as the casino’s responsibility significantly increases from the moment a gambling addiction is clearly communicated.

Thank you very much in advance for your confirmation. I truly appreciate your cooperation and I’m here to help you.

Dear Petronela,

Thank you for your message

To confirm, my initial requests were not limited to closing the account casually, from 23/01/2026 onwards I repeatedly asked for the account to be closed permanently, both by email and via online chat. I also copied in the complaints department on my emails. Those requests were ignored. I only later used the words "gambling problem" / "self-exclusion due to gambling addiction" in the email dated around 20/03/2026, because that was the wording your colleague advised me to use.

In my earlier emails, I stated that I was losing so much money and literally said, "I’m begging you" to close my account. That is clearly the language of someone in distress and trying desperately to stop further gambling harm, even if I had not yet used the exact phrase "gambling problem" at that stage.

Yes, after that email I was still able to access my account (still can) and continue playing. Since the email was sent on 20/03, I have made further losses totalling £1,918.57. I have also received 26 promotional texts and 40+ emails from the casino since then, despite my requests to stop all contact and close the account.

My total losses since my first request on 23/01/2026 are now £5,700. I am seeking full reimbursement of all losses since that date, because the casino failed to act on my repeated closure requests for weeks, continued marketing to me, and left my account open and accessible throughout.

Please treat this as my confirmation that the relevant issue is not just the later self-exclusion wording, but the fact that I had already made repeated closure requests from 23/01 onward by email, live chat, and with complaints cc’d in, all of which were ignored.

Thank you for your assurances and for confirming that you will help me with this matter. I appreciate that support and hope the case can now be progressed properly.

Kind regards, 

Amy

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ADG07,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela