Vegas Hero Casino - Player's account has not been closed.

I asked VegasHero several times to close my account. Every time they keep coming up with the same question; Why, whats the reason? If I answer this question they send me a special bonus and when I reply, they ignored it.. And I keep recieving e-mails and daily SMS with offers.

Two weeks ago I was called and they said the Will close my account. But unfortunatly they still didn’t close it and I still have excess..

This weekend I lost 2k on them because I still can login.. I really really want them to shit down my account.. No more option to excess and I really want my money back because the Casino is so capted, it never fair!

Can you please help me?

Best regards

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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).

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 attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear Attila,

A lot of thanks for your fast response!

I did submitted al the emails, in total i asked 7 times to close my account for November last year till now.

Like to hear from you.

Best regard

[Redacted]

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,

Attila

Hello Remco88,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. 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 his account as soon as possible. Afterwards, would you be able to provide us with his 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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

Vegashero Team

Dear casino representative,

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

There had been an offer for closing my account.

Last week I lost another €800,- on the casino.

I really want this money back.. And work on my gambling issues..

First no acces.. Second no depts.. So the €2.000,- and especially the €800,- of last week by impuls again would be the less I think.

Just for justice of mankind.. I have an addiction I have self excluded me everywhere but you guys are the baddest casino I know.. Send me a text every day, an email everyday and take everything..

Dear Remco88,

I am truly sorry to hear the confirmation that the issue is still ongoing. I hope we get a response from the casino representative soon.

Dear casino representative,

I believe the player's account should be closed as soon as possible and should have been inaccessible a long time ago. Please get back to us as soon as possible.

Dear Remco88,

We appreciate your patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

Vegashero Team

Dear casino representative,

thank you for your response.

Dear Remco88,

please keep us updated on the matter. Are you able to share the communication with us?

Dear Martin,

I have forwarded the receiving e-mail.

And answered to the email of VegasHero.

I will keep CasinoGuru updated on the matter.

Best Regards,

R.

Dear Remco88,

thank you very much for your confirmation. Once the funds reach your account, please do let us know, so we can close this complaint as resolved.

Dear Martin,

Still haven't received the promised funds.

I have send them an email with the question when I can expect the promised amount.

I will keep CasinoGuru updated.

Have a very nice day!

Best regards,

R.

Dear Remco88,

thank you for keeping us updated.

Dear casino representative,

could you please give us an update on the current state of events?

Dear all,

Thank you for the patience.

We would like to inform you that the request has been forwarded to the relevant department. Once it is completed you will be informed immediately.

Best regards,

Vegashero Team

Dear CasinoGuru,

The founds have reached my account.

Thank you so much for a platform like this existing. Keep up the good work. You guys are doing a great job.

About VegasHero I am partially satisfied. They came up with a good solution... But how long it takes before it gets picked up is another matter.

So the case is closed and the solution is good, but the responsibility and accessibility are very poor.

Thank you CasinoGuru.

Best Regards,

R

Dear casino representative,

thank you for your involvement in the mediation process.

Dear Remco88,

I am happy to hear that your issue has been resolved, although I also fully understand the concerns you have brought up.

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