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