Vegas Hero Casino - Player’s account closure request is ignored.

Und zwar habe ich wegen spielsucht versucht mein konto am 27.01.26 zu schliessen.

Dieses habe ich per email gemacht nachdem ich vom Mitarbeiter im Chat darauf hingewiesen wurde das es nur per.email geht.

Dies habe ich auch gemacht.

Heute habe ich nachdem ich wieder geld eingezahlt habe da ich meine Sucht nicht unter Kontrolle habe eine email geschrieben das ich mein konto wegen spielsucht schliessen möchte.

Es wird aber leider nicht auf meine Emails reagiert.

Ich fordere auch meine Einzahlungen zurück die ich nach dem 27.01.26 dort eingezahlt habe , da mein konto schon längst hätte geschlossen werden müssen

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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.

• Could you please forward the original email you sent to the casino requesting the closure of your account to veronika.f@casino.guru?
• Have you made sure that you used the correct email address when contacting the casino’s customer support?
• After your initial email went unanswered, did you try reaching out to the casino via any other communication channels? If so, do you have any screenshots or transcripts of those communications?

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

Ich habe Ihnen die Emails zukommen lassen.

Ich hatte bevor ich die email geschrieben habe beim Chat nachgefragt.

Die Mitarbeiter meinten es würde ausschließlich über email gehen.

Dieses tat ich dann auch ohne einen Screenshot zu machen.

Ich wusste ja nicht das ich es einmal brauchen würde.

Ja überprüft habe ich natürlich ob es die richtige email adresse ist.

Danke das sich mich annehmen

Mittlerweile geht es sogar um 920 euro.

Sie sperren meinen Account einfach nicht sodass ich nochmal 360 € eingezahlt habe.

Thank you for the email. Have you received any responses from the casino in the meantime? Have you tried sending them any more emails or notifying them of your request via chat as well?

Have you ever received a response from this casino's support email?

Guten Morgen

Ich habe noch keine email vom casino erhalten.

Desweiteren ist mein casino Account auch immer noch aktiv.

Nein ich habe bisher keine Emails mehr mehr geschrieben oder im Chat nach schliessung des Kontos gefragt.

Ich möchte nicht mehr auf die Seite weil mein Verlangen geld dort einzuzahlen und weiter zu spielen einfach zu gross ist.

Mit freundlichen Grüßen

Dear Tottimar

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Tottimar,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Vegas Hero Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Vegas Hero Casino representative to join this conversation and participate in resolving this complaint.

Dear Vegas Hero Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear All,

Thank you for reaching out and bringing this matter to our attention. We were sincerely sorry to hear about the player’s situation, and we appreciate the opportunity to clarify the steps we have taken.

Please be assured that the account in question has been permanently closed, and all associated communication and marketing programs have been deactivated to ensure no further contact is initiated.

Regarding the self-exclusion request mentioned for January 27, 2026, we have conducted a thorough search of our records and have been unable to locate an email corresponding to that date or request. To help us investigate this discrepancy further and ensure our processes are working correctly, could we please ask the player to provide a screenshot of the original email showing the receiver and the sender?

Once we have this information, we will be able to perform a more targeted search in our system to determine why the request was not initially captured.

Thank you for your cooperation.

Best regards,

Vegashero Casino Team

Dear Vegas Hero Casino,

Thank you for your response and for informing us that you are looking into this case.

Please check the screenshots below and reply when there is any update regarding this complaint.

Dear Tottimar,

Thank you for your patience while our team conducted a thorough review of our records.

Following up on your request, we are writing to inform you that we have been unable to locate any emails sent from your address on the specific date and time mentioned. To help us investigate this further can you please provide screenshot of the whole page.

We want to resolve this for you as quickly as possible. Once you provide the additional details above, we will be happy to perform a secondary search of our mail logs.

Best regards,

Vegashero Casino Team

Ich weiss zwar nicht was sie meinen mit ganzer Seite aber gut.

Ich kann Ihnen von meinem Kompletten Verlauf der gesendeten Emails einen Screenshot senden.

Mehr kann ich auch nicht machen.

Ich denke die Screenshots die hier beibefügt sind sind zwar eindeutig aber gut.

Für mich nur eine hinhalte Taktik Ihrerseits.

Dear Vegas Hero Casino,

The player has kindly provided additional screenshots displaying the emails.

Could you please let us know if these screenshots are adequate for your needs?

If preferred, would you like the player to share the emails with you, perhaps in .eml format?

Dear All,

After consulting with the relevant department and conducting a comprehensive review of our communication logs, we were unable to locate a formal self-exclusion request for this account.

Despite the absence of this record, we have chosen to settle this matter as a gesture of goodwill.

We have committed to refunding the player’s net losses incurred since the date of their disputed request, which amounts to 1,080 EUR.

We have already sent an email directly to the player’s registered inbox to inform them of this decision and to request the necessary bank details to process the funds.

Once we receive this information, the transfer will be prioritized.

Best regards,

Vegashero Casino Team

Vielen Dank

Ich habe ihre email bekommen und beantwortet.

Sobald ich das geld erhalten habe werde ich den fall hier als behoben markieren.

Ich danke Ihnen und dem Ganzen Team von casinoguru für die hilfe

Dear Vegas Hero Casino,

The player has provided the requested personal information via email.

Please let us know when the refund will be processed on your side.

Dear Tottimar,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

If you have any questions in the meantime, please feel free to contact us.

Kind regards,

Vegashero Casino Team

Dear Vegas Hero Casino,

Thank you for informing us that you have received the bank information and are preparing the payment.

Please let us know once the refund has been processed on your side.

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

Dear Tottimar,

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,

Igor