Vegas Nova Casino - Player’s account remains open despite closure requests.

The casino’s Terms and Conditions state that players from the United Kingdom are restricted from using the platform. However, during registration, the casino allowed me to select "GB / United Kingdom" on the signup form, successfully create an account, and make deposits without restriction.

In addition to this, I repeatedly requested that my account be closed. Despite multiple requests, the casino failed to permanently close the account and continued allowing access and deposits.

I also informed the casino that I had a gambling addiction and was struggling with gambling-related harm. Instead of immediately restricting or permanently closing the account, the casino continued engaging with me and even offered bonuses intended to encourage continued activity and keep the account open.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegas Nova Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@vegasnova.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Vegas Nova Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

Yes. I can still log in.

They haven’t got back to me from my email but it was via live chat. I’ve emailed them again and ccd you in.

The last deposit was 15/05

They are ignoring all requests for refund

I’ve had a text today trying to get my to claim a welcome bonus from VegasNovaUK and it takes me to this page that clearly says United Kingdom

Dear LizzieCG,

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, Munya (munya.s@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,

Tomas

Dear LizzieCG,

I sincerely empathize with the issue you are facing with the casino and I am committed to helping you resolve this matter as swiftly as possible. I will reach out to the casino on your behalf to advocate for your concerns. I have noted your communication with the casino, particularly your third attempt to request account closure. If possible, could you please provide any transcripts of your previous communications with the casino? Additionally, any other evidence of communication you may have would be greatly appreciated.

At this juncture, I would like to extend an invitation to a representative from Vegas Nova Casino to join our conversation in order to assist in addressing your complaint effectively. Thank you for your cooperation.

Dear Vegas Nova Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Munya,

We will review this internally, including the player’s account activity, registration data, deposit history, and all communication related to account closure and responsible gambling requests.

Once the review is completed, we will provide a full response with our findings and any relevant actions taken or to be taken.

Kind regards,

Vegas Nova Support Team

Vegas Nova Casino

Thank you for your response and willingness to review this matter. A timely update will be highly appreciated.

Hello

can you explain how you let me join and play with you when your terms state you do not accept UK residents but you have GB on your form?

You also send promo text messages to me from Vegas Nova UK?

Ive requested a refund multiple times now with no response and it took weeks to close the account down.

Hello.

i still haven’t heard from Vegas Nova yet

This is disgusting. VegasNova!

Why even respond to the complaint if you’re not actually going to look into it or communicate?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Munya. I don’t think they have any intention of investigating this.

LizzieCG

Apologies for my late responses. I was out of office. However, I wish to notify you that the casino has responded via email. I am in communication with them and will provide you with an update soon.

Why havent they replied to me?

Munya - can you provide an update ?

LizzieCG

Thank you for your patience.

The casino has now supplied internal records, chat transcripts, and account activity logs relating to your case. Based on the information received, there are several points that require clarification before I can continue my assessment.

According to the records provided by the casino:

On 13/05 and 14/05, you contacted support requesting account closure. However, the reasons recorded in the chat transcripts were related to dissatisfaction with bonuses and winnings rather than gambling addiction, self-exclusion, or gambling-related harm.

On 15/05, the casino states that restrictions were placed on the account due to a fraud/risk investigation.

The casino has provided logs showing multiple deposit attempts after the restriction was applied, which were reportedly blocked by their system.

The casino also alleges that a chargeback process had already been initiated before the formal complaint was submitted.

Additionally, the casino has raised concerns regarding account verification and ownership, which they claim are currently under review.

At this stage, I would like to give you an opportunity to comment on these findings and provide any evidence that may help clarify the situation.

Could you please answer the following questions in the best way possible:

Do you have any emails, live chat transcripts, screenshots, or other communications sent prior to 15/05 in which you explicitly informed the casino that: you were suffering from a gambling problem, you wished to self-exclude, you requested account closure due to gambling addiction or gambling-related harm? So far, the communication concerning gambling addiction you shared was done on 18/05.

The casino has provided chat transcripts showing that the reasons given for closure requests on 13/05 and 14/05 were related to bonuses and winnings.

The casino has provided logs showing deposit attempts after restrictions were placed on the account. Can you explain the circumstances surrounding those attempts? Did you initiate any chargebacks or payment disputes relating to your deposits? If so, please confirm: the date they were initiated, the payment provider used and the reason provided for the dispute.

After 15/05, did you attempt to make any deposits? If yes, please confirm whether the deposits were successful or not.

Please note that at this stage Casino Guru has not reached any conclusions regarding the merits of either party's position. I am currently reviewing the evidence from both sides and will assess the matter based on the complete chronology of events and supporting documentation.

I look forward to your response.

Ive now had refunds from the payment processor so I class this as resolved but not at the hands of the casino.

Dear LizzieCG,

I’m very glad to hear that your issue has been successfully resolved. I will now mark the complaint as resolved in our system.

Thank you for your cooperation throughout the process. If you ever experience any problems with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center — we’re always here to help.

Best regards,

Munya Shumba

Casino.Guru