Vegas Hero Casino - Player’s account was reopened without consent.

Dear Casino Guru,

I would like to file a complaint against VegasHero Casino.

My account was previously closed due to a gambling problem. This was clearly communicated to the casino, and the closure was intended as a protective measure.

However, my account was later reopened without my request or informed consent. I was not asked to confirm reactivation, nor were any responsible gambling checks or cooling-off periods applied.

As a direct consequence, I was able to gamble again and incurred financial losses over a period of two days.

I believe this represents a serious breach of responsible gambling principles. The casino was aware of my vulnerability, yet still allowed access to gambling services.

I have contacted the casino directly and requested a refund of the losses incurred during this period, but have not received a satisfactory response.

I am therefore requesting your assistance in mediating this case and helping me recover my losses.

I can provide supporting evidence of my previous account closure and communication if required.

Kind regards,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 Jesst,

Thank you for submitting your complaint. I’m sorry to hear about the issues you experienced with VegasHero Casino.

To better understand your situation and assist you more effectively, could you please provide answers to the following questions:

• Can you confirm the exact date your account was originally closed?
• When was your account reopened, and did you receive any communication from the casino regarding this action?
• How did you become aware that your account had been reopened?

We hope to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Hi Petra,

1. Original Account Closure

I first requested to be excluded from my account on 16 September 2025, explicitly asking to be excluded for as long as possible. On the same day, I received a response asking me to confirm my request, which I did on 17 September 2025. Later that day, the casino asked for the reason for my self-exclusion. I replied that I have a gambling problem and cannot control my spending.

After this, I received no further response, and my account remained open, allowing me to continue gambling. Because of this, I sent another email requesting account closure on 2 October 2025, asking for a one-year self-exclusion in hopes it would be processed more quickly. I do not know the exact date my account was formally closed after this second request, but I know it was after 2 October 2025, as I eventually tried to log in and could not, indicating that the account had been closed.

2. Account Reopening

I became aware that my account had been reopened on 26 March 2026, when I received an email notifying me of a €7 bonus. This email triggered me, and when I attempted to log in, I was surprised to find I could access my account. I have received no communication or explanation from the casino regarding the reopening of my account, despite the fact that you were previously informed of my gambling problems and my self-exclusion requests.

3. How I Discovered the Reopening

I discovered the reopening when I received the bonus email on 26 March 2026. Attempting to log in confirmed that my account was active again. This caused me significant concern, as the account was reopened without my consent, despite the casino being aware of my gambling issues.

Additional Context

From 17 September 2025, when the casino was already aware of my gambling issues, I continued to gamble until the account was actually closed after 2 October 2025.

After discovering that the account was reopened on 26 March 2026, I have gambled an additional €2,350.

I therefore request that the casino refund all losses incurred both during the period before the account closure and after the unauthorized reopening, as these losses occurred due to the casino’s negligence in handling my self-exclusion request despite being fully informed of my gambling problems.

Dear Jesst

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 Michal (michal.v@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,

Petra

Hello Jesst,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vegas Hero Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear player,

We are sorry to hear about this situation.

Please be advised that we are currently reviewing your case with the relevant department. In the meantime, we have closed your account as per our procedures.

As you have pending withdrawals and an active balance, we kindly ask you to provide the following details so we can process your funds:

Full Name (including all middle names)

Email Address

Bank Account Holder’s Name

IBAN / Account Number

Bank Name

Bank Location (Country)

SWIFT / BIC Code

Kind regards,

VegasHero

Dear Vegas Hero Casino,

Thank you for your reply. We are waiting to hear from you.

Dear Jesst,

Thank you for providing the information.

We have forwarded the details to the relevant department and will get back to you as soon as possible.

Kind Regards,

VegasHero

Dear Jesst,

Thank you for your continued patience.

We have thoroughly investigated your account and deposit history. Please accept our apologies for the reopening of your account; this was due to a technical error, and we are taking the necessary steps to prevent this from happening again.

We have authorized a refund of your net losses incurred during the period your account was reopened. The breakdown is as follows:

Total Deposits: €3,340

Total Withdrawals: €2,800

Total Refund (Net Loss): €540

This refund has been escalated to our Finance Department to be processed as a priority. Additionally, please be advised that all your previous pending withdrawals and remaining balance have already been paid out to your bank account.

Kind regards,

VegasHero

Thank you for your response and the solution! I will await the payment, and once it has been received, I will mark the complaint as resolved.

Kind regards, 

Jesst

Dear Jesst,

I am glad to hear that your refund is already being processed. Please let me know as soon as you receive the funds.

I have received the money, thank you for the mediation! I will mark the complaint as resolved 🙂

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jesst,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

We’ve reopened this complaint at the request of Jesst. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Vegas Hero Casino,

I have received an email from the player indicating that they received a promotional email from Vegas Hero, which should not have occurred due to their self-exclusion. Additionally, it appears that their account was reopened without their consent, enabling them to successfully make deposits. Could you please take a look and give us your thoughts on this matter?

Dear Michal,

Thank you for bringing this issue to our attention, and please accept our apologies for the inconvenience caused.

Jesst, to help us investigate further, could you please send us a screenshot of the email you received? I have checked the account history but cannot find any record of this communication. A screenshot will allow us to track the source and resolve this quickly.

Thank you for your cooperation, and we look forward to your reply.

Kind regards,

The VegasHero Team

Unfortunately, I no longer have the email, as I deleted it. However, you should be able to verify that an €8 bonus was credited to my account, which is what the email referred to. I received €8 in free betting credit.

My account was supposed to remain closed due to gambling-related issues, so I do not understand why promotional credit was added to it.

@Michal, before I submitted a request to reopen the complaint, I initially tried to file a new complaint because it was not entirely clear to me how the process worked. At that time, I had attached a screenshot of the email I received.

Unfortunately, I have since deleted the email myself, but perhaps you are still able to access or view it on your end?

Hi Jesst,

Please don't worry, we completely believe you. We are simply trying to track down the source of the issue so we can ensure it is permanently fixed, as this absolutely should not have happened after you were told it was resolved.

To make sure this does not happen again, I have taken the following steps:

Escalated to Management: I have forwarded your account details to our management team for a thorough review.

Account Notes Added: I have placed a strict note on your file to ensure that no one contacts you or reopens your account in the future.

We sincerely apologize for the frustration and inconvenience this has caused you.

Kind regards,

VegasHero Support Team

Dear VegasHero Support Team,

Thank you for your response and for taking steps to prevent this issue from happening again.

However, I am still very curious to hear what further resolution you intend to offer regarding this matter, as this is now the third time that something has gone wrong on your side.

The issue mentioned above has been resolved appropriately, and this concerned the period starting from March 26, 2026, after my account was reopened without my consent.

However, a previous situation already occurred in September 2025, when I urgently requested the closure of my account — specifically on September 15, 2025. I received a response on September 17, 2025, requesting confirmation and asking for a reason. In that communication, I explicitly mentioned my gambling problem.

Despite being aware of my gambling addiction, my request was handled far too late during that period, which allowed me to continue gambling and suffer significant financial losses.

This now brings us to the third mistake. Once again, due to errors on your side, I have suffered financial losses. However, the consequences are not purely financial. I am currently undergoing treatment and working hard to overcome my gambling addiction, and this situation has been extremely triggering for me. The impact therefore goes far beyond money alone.

So, in total, there have now been three separate mistakes on your side, of which only one has been properly resolved.

I sincerely hope that you will come forward with a fair and appropriate resolution for the overall situation.

Dear Vegas Hero Casino,

This is the email that the player shared with us in the other complaint:

Please have a look, and hopefully we will reach an agreement to not only deal with the current situation, but also to stop this from happening altogether.

Dear Jesst,

I've set the screenshot as private, so it is visible only to you, to me, and to the casino.

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 Jesst,

Unfortunately, the casino did not reply to the subsequent questions. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V