The player from Germany had requested self-exclusion due to a gambling addiction on multiple occasions, but the casino had not blocked her account. Despite informing them through live chat and email, her requests were ignored, and she continued to lose money. The casino accepted deposits within 24 hours of her self-exclusion request and only offered a refund for deposits made after that period. The player accepted the refund offer and received the funds. Later, her account was inadvertently reactivated due to a technical glitch, which allowed her to deposit an additional €750; this amount was also refunded after the issue was addressed. The complaint was then marked as resolved by the Complaints Team following the refund payments.
Vegas Hero Casino - Player's self-exclusion request is ignored.
Resolved
Our verdict
Case closed
Amount: €1,138
Vegas Hero Casino
Safety Index 5.6 Below averageCase summary
Discussion
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2 months ago
Translation
Despite repeated requests, the casino has not blocked my account. On May 19th and 20th, I informed them via live chat and email that I have a gambling addiction and request self-exclusion. Even today, I was kicked out of the live chat again after reiterating my request. In the meantime, I have lost a significant amount of money.
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2 months ago
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.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the original self-exclusion requests that you sent to the casino (full emails, not just screenshots), along with the casino's responses at veronika.f@casino.guru?
- Have you passed the full KYC verification?
- When was the last time the casino communicated with you regarding the closure of your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
TranslationWhat is particularly serious is that I explicitly disclosed my gambling addiction and requested permanent self-exclusion. Despite being aware of my situation, my player account was not immediately blocked. Instead, on May 21st, I only received standardized responsible gambling responses and information about support organizations, while further deposits were still possible. This resulted in further losses of €1,580.
On May 20, 2026, I explicitly requested permanent self-exclusion due to gambling addiction. At no point did I request a temporary break from gambling or a cooldown period.
The possibility of a temporary suspension of 2, 4, 6, or 8 weeks was initially proposed by the company. However, I explicitly requested a permanent self-exclusion.
Despite my clear disclosure of my gambling addiction and my request for permanent self-exclusion, my account was not immediately blocked. Instead, the account remained usable, and further deposits totaling €1,580 were accepted between May 21, 2026, and May 28, 2026.
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2 months ago
Dear mex26
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, Munya (munya.s@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,
Veronika
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1 month ago
Dear mex26,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Vegas Hero Casino to join this conversation and assist in addressing the complaint.
Dear Vegas Hero Casino,
Could you please provide your comments regarding this matter?
Thank you in advance for your cooperation and for sharing any relevant information.
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1 month ago
TranslationThank you for the quick reply, however, my calculation is slightly different due to historical data. Kind regards
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1 month ago
Dear All,
Thank you for your engagement. I appreciate the casino's willingness to offer a refund.
To the player, I would like to explain the casino's position, which aligns with our expectations. After reviewing the evidence provided by the casino, it appears you made a deposit within 24 hours of your initial self-exclusion request on 20 May 2026. We generally do not hold casinos responsible for inaction within the first 24 hours. Therefore, the casino is willing to refund deposits made between 22 and 29 May 2026. Please share your comments on this.
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1 month ago
TranslationOkay, then I'll accept the refund. And I look forward to your feedback.
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1 month ago
mex26
Thank you very much for your understanding. I will await your feedback once you receive the refund.
Vegas Hero Casino
Now that the player has accepted your offer, I look forward to the processing of the refund. Thank you for your cooperation.
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1 month ago
Dear mex26,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Munya Shumba
Casino.Guru
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1 month ago
We’ve reopened this complaint at the request of the player who has notified us that his account has been reactivated and he managed to deposit funds.
We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Vegas Hero Casino
Could you kindly provide your comments regarding this development?
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1 month ago
Dear mex26,
We have identified a temporary glitch within the system, which appears to be the result of a technical issue.
We would like to assure you that our relevant team has identified the issue and we have now proceeded to permanently deactivate your account, fully respecting your original wish. You will no longer be able to log in or use our services.
As our customer, your trust is a priority for us and we regret any inconvenience this technical error may have caused.
We trust that this information will assist in clarifying the matter for you.
Our team extends its best wishes for your future endeavors.
Warm regards,
Vegas Hero Casino team.
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1 month ago
TranslationUnfortunately, I was still able to deposit money...
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1 month ago
Vegas Hero Casino
May I have your comments on the fact that the player managed to make a deposit? Additionally, may I also have your thoughts on considering a refund of the deposited amount?
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1 month ago
Dear Munya,
Following our correspondence on June 8, 2026, we confirmed that the account in question was initially closed on May 29, 2026.
However, due to a system error, the account was inadvertently reactivated in mid-June 2026. Please be advised that the account was permanently closed on June 26, 2026, and measures have been implemented to prevent further reactivation.
Between May 29 and June 26, 2026, the player deposited a total of 750 EUR, all of which occurred on June 25, 2026.
We have attached the relevant documentation for your review in our recent email. Upon your confirmation, we will immediately process the refund of 750 EUR.
Kind regards,
Vegas Hero Casino team.
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1 month ago
Vegas Hero Casino
Thank you very much for considering the refund. As I have responded to your email, kindly proceed with processing it. Thank you for your cooperation and assistance.
mex26
I will appreciate your confirmation once the refund reaches you.
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1 month ago
TranslationThe refund has been received, thank you very much.
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1 month ago
Dear mex26,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,
Munya Shumba
Casino.Guru
