Vegasino Casino - Player's account closure is delayed.

I sent an email to the casino on the 12/01 asking them to close my account permanently since I didnt want to continue playing there. A cotninue playing but only in the 29/01when I expose the casino that I had a gambling addiction they closed it. But by that time I had already deposited 600 euros. I understand the casino don't reply instantly, but they took 17 days to close it. I believe that amount of time in not acceptable.

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Dear sandmanmmm;

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 tomas@casino.guru

Could you please explain whether you were able to make deposits to the casino after informing them about your gambling addiction?

Thank you in advance for your cooperation.

Best regards,

Tomas

Is this case, I don't remember if I made any more deposits after I informed the casino. But I'll forward all the communication. In this case my account closure was on the 29/01 after requesting it on the 12/01.

Can you confirm if they receive my email?

Thanks for your patience.

I went over the communication you provided.

From the exchange, it appears the casino closed your account shortly after you informed them of your gambling addiction, which we consider an acceptable outcome.

We can only ask the casino for a refund of lost funds if we can conclude that the casino didn't protect you from further gambling after your disclosure of gambling issues.

Please let me know if there is any information I might not have considered or overlooked.

Yes but my initial request for account was on the 12/01 they only close my account on the 29/01. I think this is an excessive amount of time

Thanks for your reply.

Without prior disclosure of gambling issues, we are unable to pursue a refund of the money you lost before January 30th. We believe the casino should protect you from gambling after you inform them about your gambling issues. Since the casino closed your account after you informed them of it, they acted correctly from our perspective. Considering these circumstances, there is little else we can accomplish.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.