Vegas Nova Casino - Player’s account has been closed too late after self-exclusion request.

On 2026-06-30, I emailed the casino stating:

"Hi, I want to permanently lock my account because I have a gambling problem."

This was a clear request for permanent self-exclusion due to problem gambling. Instead of restricting or closing my account, I was offered bonuses to continue playing. After this i kept loosing money on the casino, money i could not afford to loose.

On 2026-07-02 i once again reached out to the casino to have my account closed. Stating exactly this

"Hi,

I want to permanently lock my account because I have a gambling problem.

I dont want to be offered bonuses to keep playing. I hope my decision is respected. I never want to be able to use my account"

This was ignored.

After requesting, for the third time, that my account should be closed. And asking for a refund of deposits made after 2026-06-30. My account was closed.

I have saved all the emails. In one of the emails the casino openly says "Our intention was to give you the opportunity to continue playing". This is after i admitted that i have a gambling problem.

Since my account is closed i cannot fully se the amount lost, but it should be around 600 euro, depending on the exchangerate.

The casino has stated that they think that they have done nothing wrong. Wich is kind of funny because i can see another complaint here on the site that is the exact same situation as mine. Where the casino admits to having handled the situation wrong.

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 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 full, original email conversations between you and the casino customer support regarding your self-exclusion request at veronika.f@casino.guru? Please include all emails, starting from 30 June up to the most recent email.
• When exactly was your account closed?
• Have you passed the full KYC verification at this casino?

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

Hi,

Sent you all the conversations.

My account was closed yesterday 2026-07-09

I have sent all the documents required for KYC, but cant see if they were accepted. I had made one succesfull withdrawal so assume it was done.

I would also like to add that the casino is now ignoring my emails.

Thank you for your emails.

Could you please clarify how many deposits you made into this casino after 30 June, when you requested the closure of your account? Please specify the dates you deposited and the exact amounts.

Hi,

On July 1th 191.29 Euro

On july 8th. 265 Euro across multiple deposits.

On July 3rd 90 Euro.

Theese are the transactions i can see. Since my account is now locked its hard to se exactly

Thank you for your response. I have reviewed the email communication between you and the casino. The casino stated that your deposit functionality was disabled after 30 June.

Could you please clarify when your deposit functionality was enabled again? Did you request the casino to re-enable it?

Hi,

All of theese answers exist in both the communication you asked for and in the original claim?

2026-07-03 it was activated again, and yes i asked for it after being reeled in by bonus offers.

Dear Kottig

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, Michal (michal.v@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

Hello Kottig,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vegas Nova Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Guru Casino,

We are submitting this timeline to clarify the events surrounding this player's account. As the documented communications will show, the player's actions heavily contradict their complaint, demonstrating a pattern of reversing their own closure requests to continue playing, only to use those same requests as a loophole for a refund. 

Timeline of Events

June 30: The player cited a gambling problem, and we immediately disabled their deposits for their protection. During a follow-up conversation with their VIP Manager to gather additional feedback, we kept their deposits entirely blocked but provided a risk-free goodwill bonus. This was done specifically to give the player the possibility to make winnings completely safely on our funds. The player accepted.

July 2 & 3: The player emailed requesting permanent closure outside working hours. Our agent began reviewing it on July 3. However, that same day, the player won using our risk-free bonus and initiated a withdrawal. The player then directly emailed their VIP Manager to check on the withdrawal, ask for more Free Spins, and explicitly requested that their deposit capabilities be re-enabled.

July 3 - July 8: Because the player explicitly reversed their stance and demanded to deposit, the closure was paused, and deposits were restored. The player proceeded to deposit and play with their own funds, while also utilizing further casino rewards.

July 8 & 9: After failing to secure further winnings, the player submitted a complaint demanding a refund. On July 9, we formally declined the refund and permanently closed the account.

Addressing False Claims in the Complaint

The player has deliberately misrepresented our communications and omitted critical context regarding their own actions. We present the following facts:

The Closure Request Was Superseded by the Player: The player implies we ignored their July 2 closure request to keep them playing. In reality, on July 3, the player completely contradicted that email by withdrawing winnings and explicitly demanding we reopen their deposits. We acted on the player's most recent, direct instructions. A player cannot demand an account be reopened and then retroactively claim it should have been closed.

Quotes Deliberately Taken Out of Context: The player falsely alleged we stated, "Our intention was to give you the opportunity to continue playing," implying we encouraged harmful behavior. Our exact, documented sentence was: "Our intention was to give you the opportunity to continue playing without risking additional funds, while ensuring your safety by preventing any further deposits."

A Clear Pattern of Opportunistic Behavior: We have strong reason to believe this player engages across multiple platforms to weaponize gambling problem claims for refunds. The timeline clearly shows the player's claims are entirely conditional. When they won on July 3, they abandoned the claim, demanded deposits be reopened, and willingly risked their funds. They only reverted to claiming a gambling problem on July 8 to extort a refund for the deposits they explicitly demanded to make.

We acted in good faith at every step. We immediately blocked deposits on June 30. The deposits made between July 3 and July 8 were the direct result of the player's explicit, written request to restore their deposit capabilities following a successful withdrawal. A player cannot intentionally reverse a closure request, willingly deposit funds, and then use the cancelled request as a loophole to demand a refund. We consider the permanent closure applied on July 9 to be final, and the refund request is entirely baseless.

VegasNova Casino

Dear Vegas Nova Casino,

Thank you for your detailed response. However, the player’s later request to restore deposits did not supersede the permanent self-exclusion requested due to a gambling problem. The player also repeated this request on 2 July and expressly stated that they did not wish to receive bonuses or regain access.

Once a permanent gambling-related exclusion has been requested, a subsequent change of mind should not result in deposit access being restored. We therefore believe the player should be refunded their net losses incurred after deposits were re-enabled on 3 July.

Please reconsider your position and provide the complete financial ledger and restriction history for 30 June–9 July, showing all deposits, withdrawals, wagers, bonuses, balance adjustments and the exact times when deposit access was disabled and restored. This will allow us to determine the correct refundable amount.

Dear Casino Guru,

Thank you for your follow-up and for outlining your position. We have carefully reviewed the matter once again; however, we respectfully disagree that a refund is warranted in this case.

The key issue is not whether the player initially requested a gambling-related closure, but what subsequently occurred. After making that request, the player voluntarily and proactively reversed their position. Rather than following up on the closure, the player contacted their VIP Manager regarding their successful withdrawal, requested additional Free Spins, and explicitly asked for their deposit functionality to be restored. This was not an isolated or ambiguous interaction - it was a clear and direct request to resume normal gameplay.

At that point, the player was fully aware that deposits had previously been restricted for their protection, yet actively requested that those restrictions be removed. They then proceeded to make deposits, accept promotional rewards, and gamble over several days without raising any further concerns. It was only after those sessions concluded without the desired outcome that the player reverted to the earlier closure request and demanded reimbursement.

We also believe it is important to consider the broader context of this complaint. Based on publicly available Casino Guru complaints, this player has repeatedly sought refunds from numerous operators after experiencing gambling losses. While we appreciate that gambling addiction is a serious issue and deserves appropriate protection, the pattern observed across multiple operators suggests that gambling-related exclusion requests are repeatedly withdrawn when the player is winning or wishes to continue playing, and then relied upon again only after losses occur.

This creates a situation where responsible gambling tools-which are intended to protect vulnerable players -are instead being used retrospectively as a basis to invalidate knowingly accepted gambling activity. Such an approach is unfair to operators who act in good faith and undermines the purpose of responsible gambling measures.

If the player genuinely feels unable to control their gambling activity across multiple operators, we respectfully believe that the most effective long-term solution would be to register with any available national or multi-operator self-exclusion scheme in their jurisdiction, where available, or seek professional gambling support. These tools are specifically designed to prevent access across multiple gambling sites rather than relying on individual operators after gambling activity has already taken place.

Regarding documentation, we are not able to provide private account information or internal records through a public review platform. We have already provided all general clarification we are able to share regarding our position and the relevant timeline of events within the appropriate boundaries of confidentiality.

We appreciate Casino Guru’s efforts in reviewing this matter and the opportunity to present our position. However, after careful consideration and review of the circumstances, we believe we have provided our full explanation and do not have any further information to add that would change our position.

At this stage, we consider the matter closed from our side and respectfully do not wish to continue further discussion regarding a refund that we do not believe is justified. We remain confident that the actions taken by the operator were appropriate and consistent with our responsible gambling obligations.

We thank you for your time and consideration and appreciate your understanding of our final position on this matter.

Kind regards,

VegasNova Casino

https://se.casino.guru/klagomal/vegas-nova-casino-begaran-om-stangning-av-spelarens

This case is pretty much the same. Comparing the answers makes it clear the casino does not take responsible gambling seriously. To try and say i am using the casino adds to the fact that they dont understand a gambling addiction.

I am not using the casino for free money. With an addiction you cannot win.

I sent an email clearly stating "I want to permanently lock my account because I have a gambling problem".

That should have been the end of this story.

Dear Vegas Nova Casino,

Thank you for your prompt response. I would like to emphasize that self-exclusion due to gambling issues is a matter of great importance. Players often experience a loss of control, leading to moments of irrational decision-making. This can result in a player initially wishing to close their account, only to later request its reopening. For these reasons, we believe that the initial request for self-exclusion should be viewed as definitive, and any subsequent requests to reverse that decision should not be entertained. It is crucial for the casino to be informed about any potential gambling problems as part of the self-exclusion process. At Casino Guru, we firmly believe that if a player discloses a gambling issue, their account should be permanently closed to ensure their well-being, without the option for reopening.

Dear Kottig,

Unfortunately, the casino is not willing to participate in the resolution process any further. I'm afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino changes its stance, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Please let me share a few resources related to responsible gambling that might be useful:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers

Best regards,

Michal V

We’ve reopened this complaint at the request of Vegas Nova 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 Kottig,

The casino has informed me that negotiations are ongoing between you and the casino. Could you let me know about the status of this complaint?

Hi,

That is correct. I will come back to you as soon as there is a resolution