Vegas Hero Casino - Player’s account remains open despite closure request.

Hello

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 January, 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 

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dave0251,

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 protect 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 it does, only under particular circumstances

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino?
• My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hello tomas, i have send you a email a couple of days ago.

Dave

Thanks for your patience and information provided via email.

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion due to gambling issues at support@vegashero.com, and at the same time, include me in the copy of the email at tomas@casino.guru. Separately, contact your VIP manager via the contact information you have.

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:

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."

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

Please let me know about the result.

Dear Dave0251,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru