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 

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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