The player from Austria had deposited €800 into the casino but was experiencing issues with account closure and self-exclusion requests, which the casino had ignored despite multiple attempts to contact them. She sought assistance in retrieving her deposited funds. We asked her for the original self-exclusion emails, confirmation of the timeline, and details of any other contact channels, but she only replied by email and later stopped responding. As a result, we were unable to continue the investigation and the complaint was closed for now due to lack of response.
Vegas Nova Casino - Player requests closure of account and withdrawal of funds.
Closed
Our verdict
Player stopped responding
Amount: €800
Vegas Nova Casino
Safety Index 6.6 Fresh casinoCase summary
Discussion
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1 month ago
Translation
Hello, I have a problem with the game.
I deposited €800 at this casino.
I contacted them several times to close my account, and I even hired lawyers, but they didn't respond.
I have written to them several times requesting a self-exclusion, but they have not responded on their own. My last email was sent on June 19, 2026.
I was able to deposit 800 euros into my account without them closing it, and they are not responding to my emails.
Please help me get my deposited money back.
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1 month 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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1 month 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 email containing your self-exclusion request that you sent to the casino, rather than just a screenshot? My email address is veronika.f@casino.guru.
- Have you tried contacting the casino's customer support through any other channels, considering that your emails were unanswered? If so, which channels did you use?
- Have you previously communicated with the casino via email or live chat regarding any other matters?
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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1 month ago
TranslationHello, I forwarded the email regarding the closure of my account.
I wrote to the support email address several times but received no reply.
I also sent an email explaining where the money went.
Something's not right with a completely different provider, Rolling Slots.
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1 month ago
Thank you for your email. Please also forward me any other messages you have sent to the casino's customer support demanding self-exclusion.
Is your account still open, or has it been closed in the meantime?
Have you tried contacting the casino's customer support through any other channels regarding your self-exclusion request, such as live chat or social media?
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1 month ago
TranslationNo, only email. My account was closed after I threatened them with lawyers.
But I haven't received a response regarding my self-examination.
I forwarded the self-discipline email to her.
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4 weeks ago
Thank you for your reply.
Could you please specify when exactly you deposited €800 into this casino?
Did you request the closure of your account before or after you made your deposit and lost it?
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4 weeks ago
TranslationI deposited money between June 1st, 2026 and June 5th, 2026.
I immediately registered and informed them about my gambling addiction.
They ignored my emails, but I was still able to make a deposit.
Normally, when the account is deactivated
Can they send me anything more?
But they are violating game protection laws because I am receiving further emails about bonuses.
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3 weeks ago
I need to establish the exact timeline of events to determine whether we are able to assist you.
Between 1 June and 5 June, you deposited a total of €800 into this casino.
On 19 June, you explicitly requested to be self-excluded due to gambling addiction, and the casino subsequently closed your account. Based on the information currently available, we do not have any evidence that you requested self-exclusion before making deposits and incurring the losses.
Could you please confirm whether you have received any promotional emails from Vegas Nova since the day your account was closed? If so, kindly forward the full, original emails to me at veronika.f@casino.guru.
Have you tried unsubscribing from the promotional emails? This option should be available in the footer of the emails you receive from the casino. Has the casino also contacted you via SMS or through social media?
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2 weeks ago
Dear Diana24,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
