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.

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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.