Vegas Hero Casino - Player's withdrawal has been confiscated after account closure.

Hi,

I have closed my account with Vegas hero due to safer gambling. I sent multiple emails in to request this as the requests were just getting ignored. Before my account was closed, I had a pending withdrawal of £127. Upon closure, I got an emails saying my withdrawal was cancelled and now void as my account was closed.

I specifically asked for my withdrawal to be actioned before my closure, to which it wasn’t.

I am disputing this and requesting a refund as my request was not granted and they completely ignore the question. I have now been waiting 3 weeks since my my email about this and have sent 5/6 emails within this period and I get the same answer, "it’s with the relevant department and being looked into". I’ve been told it’s been escalated multiple times, but still no movement.

Please can you chase this as I just want this situation resolved. It’s not a lot of money so I’m not sure why it’s becoming such an issue. I just want my funds I won. Thanks.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Do I understand correctly that you no longer have access to your account?
2. Has the casino provided any method for accessing your account funds after the self-exclusion?
3. Additionally, can you clarify whether the funds in question were deposited into your account prior to or after your self-exclusion request?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila,

Here’s the answers to your questions -

1) Correct, I no longer have access to my account as they closed it.

2) They haven’t provided me with anything is regards to my account following the closure.

3) I haven’t received my funds at all. The withdrawal was "pending" and I asked for this to be approved before closing my account which they did not do. They just closed the account and voided my withdrawal after.

Many thanks,

Dear Ads1871,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please attach a screenshot of your withdrawal request or account balance as well?

Thank you for your patience and cooperation.

Hi Attila,

I have sent you an email with screenshots of emails. They haven’t responded to any of them. And even now, there’s been zero communication.

Many thanks.

Dear Ads1871,

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, Matej (matej.l@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,

Attila

Hello Ads1871, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Vegas Hero Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the balance void out duering self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 Ads1871,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

And if yo uare looking to stay safe from gambling online, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Best regards,

Matej

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

Dear all,

We truly appreciate your patience.

Please note that, in accordance with the player’s request dated March 20, 2026, we first requested confirmation of our Terms and Conditions before proceeding with the account closure.

The player confirmed and acknowledged the applicable clause stating that accounts with a remaining balance or pending withdrawals cannot be closed without the funds being voided. Only after this confirmation was received, the account was closed and the pending withdrawal amount of 127 GBP was voided accordingly.

For reference, Clause 3.7 of our Terms and Conditions states that:

"You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests. In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided."

Therefore, the balance was voided as part of the agreed account closure process and in line with the Terms and Conditions accepted by the player.

Best regards,

Vegashero Team

That’s rubbish. I clearly stated in my email to approve my withdrawal before proceeding with the closure. To which you did not do.

Dear Vegas Hero Casino, there are two issues with the account closure.

First one is the cancellation of the pending withdrawal. The player clearly stated his request to proceed with the withdrawal, not the balance void out. I believe this is a mistake on the support agent's side.

Second issue is the threat of balance void out in case of self-exclusion. While Casino Guru is OK with the clause 3.7 in case of regular account closure, as per our Responsible Gambling Codex and player protection rules, we believe addicted players should not be put into the situation where theyy have to chose either losing theri money or leaving the account open.

What we believe would be the correct way of dealing with this situation is to suspend the player's account from any deposit and gameplay options, while the withdrawal was pending, then closing the account permanently once the money are transfered.

With the above in mind, I would like to ask if the management of the casino would be willing to refund the voided balance back to the player, then confirming the account has been closed permanently, with no option for reopening, and marked as "gambling addict, never reopen" while blacklisting the player's credentials to prevent re-registering. Thank you.

Dear all,

Thank you for the reply.

We would like to inform you that the request has been forwarded to the relevant team.

Once there is any update we will inform you immediately.

Best regards,

Vegashero Team