Vegas Hero Casino - Player’s account has not been closed as requested.

I am submitting this complaint because VegasHero repeatedly ignored my requests to close my account and allowed me to continue gambling.

I asked for my account to be permanently closed several times starting in December, both by email and live chat.

After my second email request, I was contacted by a person who said he was my personal account manager. He told me that if I replied to the email, he would close everything. I did exactly that and confirmed again in writing that I wanted my account closed.

Despite this confirmation, my account was never closed. I was still able to log in, deposit and gamble, and I lost money after my official closure request.

The casino deliberately delayed the closure and kept my account open, which is a serious violation of responsible gambling rules.

I am requesting:

– Immediate permanent closure and self-exclusion

– Refund of all money lost after my first confirmed closure request

The casino holds all records of my emails and calls. I request them to provide full communication history.

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Dear Alinamadalina1991,

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).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Alinamadalina1991,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I was thinking I already ask in email , I didn’t keep any messages, I didn’t know it was, but I think they have all the emails ! And that guy how call me he promis he close my account if I answer to his email , and I did it , and off courses he didn’t close it !

Thank you for your reply. I’m sorry to hear that you no longer have the emails containing your self-exclusion requests.

Please note that when a player submits a complaint through our website, it is necessary to provide as much relevant evidence as possible so the case can be properly and thoroughly investigated. Only once we have solid evidence that the player was treated unfairly by the casino are we able to invite the casino to join the investigation and ask them to explain the situation from their side.

If no supporting evidence is available, the casino may simply state that they never received any self-exclusion or account closure requests, and there would be no reliable way for us to confirm or dispute such a claim.

Without any emails, screenshots, or messages proving that you requested account closure or self-exclusion, we unfortunately won’t be able to assist you in obtaining any refunds related to responsible gambling issues.

Please also let me know whether your casino account is still open, or if it has been closed in the meantime.

Dear Alinamadalina1991,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I answered I don’t have any emails they have all the messages and also they have the conversation by phone when they call me ,he say he s an manager and he will close it and no he didint close it

Dear Alinamadalina1991

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, Martin (martin.l@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

Hello Alinamadalina1991,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Vegas Hero Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block her account as soon as possible. Afterwards, would you be able to provide us with her deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Hello Alinamadalina1991,

Thank you for reaching out to us.

We would kindly like to inform you that your account has been permanently closed without option of reopening.

Furthermore we would kindly like to inform you that we are currently further reviewing your claim and will contact you as soon as possible with additional information.

We thank you for your understanding and patience.

Kind regards,

VegasHero Casino Team

Dear casino representative,

thank you for your response. we will be awaiting the results of your review.

Hello Alinamadalina1991,

We would kindly like to ask you to check your emails where we send you a refund offer of 600 EUR.

If you agree please reply with your bank details in order to proceed with your payment.

Thank you for your understanding.

Kind regards,

VegasHero Casino Team

Dear casino representative,

thank you for your response and your commitment to responsible gambling principles.

Dear Alinamadalina1991,

I am happy to hear the funds will be refunded. Please update the thread with your confirmation once the funds arrive into your account.

Yes I will let you know , I send them an email but no answer yet ! Thanks

I recive the payment! Thanks for everything

Dear Alinamadalina1991,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Vegas Hero Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru