Vegasino Casino - Player’s account closure is not respected.

Hello, I am filing a complaint against Vegasino casino due to a gross and demonstrable failure of their responsible gaming mechanisms.

On 18/05/2026, I officially requested a permanent account closure and self-exclusion from this casino due to pathological gambling. The casino registered and confirmed my request, but still did not remove my email from their marketing databases.

The casino then actively sent me promotional offers with bonuses (most recently yesterday, 11/06/2026), directly targeting a vulnerable player and violating the self-exclusion rules. As a result of this pressure from the casino's marketing, I was allowed to re-enter the system, make a series of deposits via Apple Pay yesterday (11/06/2026) and lose these funds.

I contacted the casino directly today via Live Chat through an operator named Sibel, where I submitted all screenshots, emails, and payment history and gave them a clear ultimatum to process the refund. However, the casino refused to immediately resolve the situation and is playing dead.

Since the casino has proven to have violated its own terms and conditions as well as its player protection licensing rules, I am asking Casino.Guru for assistance in recovering the full amount of my deposits that the casino allowed me to make after the date of my self-exclusion.

Important notice:

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Hello,

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

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 discussing the refund of your lost funds? Please share the information to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

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

Email sent with all the screenshots and timeline from both mine and their side to tomas@casino.guru

The casino has acknowledged the error and refunded all deposits after self-exclusion. I can close this complaint as resolved. Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gabir,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas