Vegas Nova Casino - Player's account closure request is delayed.

Hello,

I'm a gambling addict. I have asked this casino multiple times to self-exclude me due to gambling addiction. First in an email on March 27th, 2026. I was told to contact my VIP manager regarding the matter. I did. I contacted 'Eric Smith' at Vegas Nova through an email, asking top be self-excluded permanently due to gambling addiction. He told me he understood, but gave me a €200 cash gift to keep me active. Of course, I'm addicted, so I accepted.

It wasn't a cash gift, it was a bonus with like a 35x rollover. I lost it. On April 6th I once again contacted my VIP manager (as I was told by support to do that through him!) to have my account self-excluded. It is now April 23rd and today I succumbed to the pressure, also because my VIP manager at VegasNova called me today even though I have turned off in my profile that I want phone calls. I deposited €675 and lost. I want that back and I want to be permanently self-excluded due to gambling addiction.

Please tell me where to send the proof of emails I sent asking for self-exclusion. I managed to upload 5 screenshots here but that's the max.

I sent three mails asking for self-exclusion: the first one was in March and I got a lousy bonus. The second was ignored.

I sent a third to support, and they told me it'd be sent to the right department, but obviously, nothing happened.

Please help me make these vultures do the right thing.

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.

Hello,

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

• Could you please confirm whether you currently still have access to your account?
• When was the last time you made a deposit in this casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please forward your communication with the casino directly to my email? You can reach me at attila.g@casino.guru.

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

Hello Attila,

I have now been self-excluded by the casino, but it was too late.

I made a deposit yesterday, twice, totaling €675.

I did pass KYC verification, if I remember correctly.

Currently in the process of forwarding the communication with the casino to your email.

Thanks,

[Redacted]

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, Kubo (jakub.m@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

Dear gotscammed,

It is a pleasure to e-meet you. My name is Kubo, and I will be managing your complaint from this point forward.

If there have been any updates or new developments since your last message, please feel free to share them with me at your convenience.

As part of our standard procedure, I would like to invite a representative from Vegas Nova Casino to join this conversation. Their involvement will help ensure that we achieve a smoother and more efficient resolution to your case.

Dear Vegas Nova Casino,

Could you please provide a comprehensive explanation of this case? Specifically, I would like to understand why the player's account remained open despite several self-exclusion requests and explicit indications of a gambling problem. Additionally, I would appreciate clarification on why the player was offered a bonus instead of the necessary support in line with your Responsible Gaming policy.

Your detailed response will be crucial in ensuring a fair, responsible, and transparent resolution to this matter.

Thank you in advance for your cooperation and timely response.

Best regards,

Kubo

Dear Kubo,

Thank you for bringing this matter to our attention.

First and foremost, we would like to express that we take responsible gaming obligations extremely seriously, and the experience described by the player does not reflect the standards or values we aim to uphold as an operator.

After conducting an internal review of the case, we identified that the handling of the player’s responsible gaming requests fell below our internal expectations and procedures. This appears to have been the result of an individual mishandling the situation rather than a reflection of our company-wide policies and commitment toward player protection and wellbeing.

We would also like to clarify that the staff member involved on the matter is no longer working with the company following the outcome of our internal assessment into this matter.

At Vegas Nova, customer health, safety, and responsible gaming remain matters of the highest importance. We recognize the seriousness of self-exclusion requests, particularly where gambling-related harm has been explicitly communicated, and we are currently reviewing additional safeguards internally to further strengthen our escalation and monitoring processes.

In the interest of resolving this matter fairly and respectfully, management would like to communicate directly with the player in private to discuss a potential arrangement and resolution. We will reach out to the player directly via email so that we may continue this conversation confidentially and work toward an amicable outcome.

We remain fully cooperative throughout this process and available should any further clarification be required.

Kind regards,

VegasNova Management

Hello,

I haven't received an email yet, but am pleased to see that for now Vegas Nova want to discuss an arrangement and resolution.

I'll keep you updated, Kubo. Thanks for bringing this case to their attention.

Hello all,

I have received the refund. That along with the representative's message on here shows they took this seriously. Complaint solved, I will mark it so.

Thanks Kubo and everyone.

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

Dear gotscammed,

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,

Kubo