The player from Austria repeatedly requested her account to be blocked due to significant losses, but her requests were not acted upon immediately. Despite being offered bonuses that allowed continued play, her account was eventually closed after declining a bonus. She seeks a review of her case and a refund for the deposits made after her initial request for suspension.
Vegas Now Casino - Player's account has not been closed despite multiple requests.
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Vegas Now Casino
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3 hours ago
Translation
I would like to describe my experience with VegasNow here, as I consider it problematic from the point of view of player protection.
After making several deposits over a prolonged period and incurring significant losses, I contacted support multiple times and explicitly requested that my account be blocked. I clearly stated that I was losing too much money and that my account should be closed.
Despite these multiple requests (approximately 3-4 times), my account was not immediately blocked. Instead, I was sometimes offered bonuses and free spins, which allowed me to continue playing and making additional deposits.
I used this bonus and later made a profit of approximately €1,400, which was paid out. I then gambled this money away again.
From my point of view, however, my account should have been closed immediately after my blocking request.
My account was finally closed later, after I declined a bonus that required me to make another deposit.
In my view, this approach does not comply with the usual principles of responsible gaming, especially when a player has already explicitly requested an account ban on several occasions.
I subsequently contacted support and requested a goodwill solution, as deposits were still possible even though I had already requested a block. Unfortunately, this was completely refused.
Additionally, I have requested information about my data in accordance with Article 15 of the GDPR.
I requested to obtain the relevant chat logs and timestamps of my block requests.
I therefore ask VegasNow to review the case internally once again and at least refund the deposits that were made after my initial request to suspend the account.
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1 hour ago
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1 hour ago
Dear diniwth,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
