Vegas Hero Casino - Player’s self-exclusion request has been ignored.

Dear Casino Guru Team,

I am reaching out to you to seek advice and potential mediation regarding a serious issue with Vegashero2 Casino

Despite a clear, written request for self-exclusion due to gambling problems, the casino failed to close my account, which resulted in significant financial losses.

Case Details:

Casino: VegasHero (vegashero1.com)

Ticket Reference: 33215162

The Request: Several months ago, I sent them the following message: "Hello, Can you block my account please for 1 year. I confirm it. I do not want to gamble anymore."

The Issue:

This request was completely ignored by their support team. Consequently, I was able to continue depositing and playing just a few days after the request was made. I believe this is a direct violation of their Duty of Care and their Responsible Gaming obligations.

I have already contacted the casino directly to request a refund of the deposits made after my request, but I would value your expertise on how to handle this further.

Could you please advise me on the best steps to take, or help me open a formal complaint through your platform?

Kind regards,

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Dear player, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Vegas Hero Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Atilla, Hope this e-mails find you well, Have you received any responses from the casino via email regarding your self-exclusion requests?: I have sent three requests by the official e-mail support@vegashero.com and received three ticket numbers) but they haven't been acted on even though the account is still open. I will forward these to your e-mail. If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels? I have only contacted them though e-mail since that's there official channel. Could you please confirm whether you have passed the KYC verification in this casino? I have not sent KYC so far as i know. I will sent all e-mails in a attachment to your email.

Hello, First and foremost, I would like to kindly request that you refrain from contacting my colleagues on a daily basis. Instead, please feel free to continue our communication through this thread or via my email when additional evidence is needed. I assure you that my lack of immediate response does not indicate any unwillingness to assist you. It's worth noting the timer in the top right corner, which allows for a seven-day period for each party to respond. While we strive to provide timely replies, it is important to understand that we are managing over 1000 complaints at once, requiring diligent investigation and analysis for each case. Sending daily messages will not accelerate the resolution process; in fact, it may have the opposite effect.

Regarding the complaint itself, I have reviewed the evidence you provided, and I did not find any mention of gambling problems or specific self-exclusion in your account closure request. Could you please confirm whether you have communicated any gambling-related issues to the casino? Additionally, do you still have access to your account?

Thank you for your understanding.

Best regards,

Attila

Dear Atilla,

Thank you for your prompt response.

I have mentioned clearly to close my account and think i mentioned this within the chat. You can pretend within the screenshot "I wish to close my account for 1 year because i dont wan't to gamble anymore" anyway as pretending something gambling probs related.

Even though it doesn't matter at all since i have a e-mail to block my account immediately for 1 year and was still able to login since last week (after chatting) . Therefore i have done multiple chats this week and they have STILL not blocked my account.

Thanks

Dear Player,

In order for us to proceed with the casino, we kindly ask that you provide evidence of having reported gambling-related issues to the casino. To ensure clarity, I would like to explain the difference between self-exclusion and account closure requests.

1. Closing an account is a straightforward process that has minimal implications; players can reactivate their accounts at any time, and the casino holds no ongoing responsibilities towards them.
2. Conversely, self-exclusion involves stricter measures. When a player successfully requests self-exclusion, the casino commits to not reopening the account, except under specific circumstances (such as after a cooling-off period, but never for players facing gambling issues).

Could you please share any correspondence that indicates gambling-related problems you have had with the casino? Without this evidence, we regret to inform you that we will need to close the complaint. Please let me know if you are able to obtain this evidence; if not, we will proceed with closing the complaint.

Thank you for your understanding.

Dear Jeffrey-VS,

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.