Vegas Hero Casino - Player's account has been reopened despite closure requests.

Since joining this casino I have deposited thousands and thousands without a single cashout. The 2 attempts I did have at a cashout were unsuccessful due to errors apparently... I am a problem gambler and I have been on gamstop for over 6 years now so can't access gaming sites yet this site allowed it. I have asked many many times for my account to be closed and even a few times to be closed permanently. Yet every time they reopen my account. This isn't acting responsible at all for there players. As stated I have deposited thousands and thousands but I am requesting full closure without chance of reopening and £600 back for my deposits as they have failed to act responsible leading to me suffering with severe depression. I have lots more screenshots

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Dear Dazza171,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to 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 the 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 problems).

• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino.
• Have you mentioned your gambling problem to the casino support, please?

My email address is [email protected].

Additionally, please understand that Vegas Hero Casino does not operate with a license issued by UK, therefore, they do not have access to the GamStop register. In other words, because Vegas Hero Casino operates without a necessary license, it is not possible for them to comply with these specific responsible gambling measures, such as the GamStop registry.

Do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Katarina

I can't find every single closure request but there has been many and many and when you ask for an account to be closed permanently then it should be... I had my account closed for over a week and then they sent me an email Offering me a bonus to reopen my account. That is not acting responsible at all

And yes my account still remains open

Account still remains open and there still sending me emails offering me promotions!

Dear Dazza171,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to a gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Vegas Hero Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

As stated I have sent them many emails and they haven't replied at all and live chat just tell you to email them.

Dear Dazza171,

thank you for your message.

I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. Since you have not confirmed having any struggles with gambling addiction, it appears you possess the willpower to close your account independently. Therefore, I must close this complaint. I regret that I could not provide more direct assistance.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

All the best,

Katarina