The player from Germany had requested an immediate account block on 16 August due to gambling addiction and family issues, but the casino did not respond successfully, leading to continued losses. After multiple attempts to communicate with the casino regarding his account closure and refund, the issue was resolved with the assistance of the Complaints Team. The player's complaint was marked as resolved, indicating that he received the necessary support to address his concerns.
Vegas Hero Casino - Player's account closure request is pending.
Resolved
Our verdict
Case closed
Amount: €1,425
Vegas Hero Casino
Safety Index:Below averageCase summary
Discussion
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5 months ago
Translation
Dear ladies and gentlemen, casino guru team, I wrote to the casino on 16 August that I am addicted and have family problems because of gambling
Please block my account immediately, unfortunately not successful as I have suffered losses
Please help
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5 months ago
Hello,
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).
Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses as original emails? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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5 months ago
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Hello Veronika, I just sent you both emails
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5 months ago
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Account open as of today
Kind regards, B.
Edited by a Casino Guru admin
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5 months ago
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I have now lost 1735 euros
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5 months ago
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I have now lost 2135 euros in total
Closing account is ignored
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5 months ago
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There is no word of a refund
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4 months ago
Thank you for your emails. Could you kindly confirm whether you responded to the email the casino sent you on 17 August, in which they asked you to confirm your decision to close the account?
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4 months ago
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Yes I have I have written to the casino 4 times and I also chatted as often
Kind regards, B.
Edited by a Casino Guru admin
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4 months ago
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I keep writing to various agents from vegashero.com
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4 months ago
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Dear Veronika, vegashero.com has written to me 3 times that my account is closed, always with different names. I am waiting for a refund from 17.08.2025
Kind regards, B.
Edited by a Casino Guru admin
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4 months ago
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Account would be closed on August 17, 2025 as confirmed by the email
Which of course is not true
The last deposits warm on 22.08.2025 as above in the screenshot
Kind regards, B.
Edited by a Casino Guru admin
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4 months ago
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Yes I have several screenshots above you can read it
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4 months ago
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Hello dear Veronika Vegashero has just made a withdrawal request by bank transfer. As soon as the money is available, I will close the ad.
Sincerely, Beteev
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear besarion,
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,
Veronika
