Vegasino Casino - Player’s account closure request is ignored.

Hello, I used to use the Vegasino casino and played 10 burning Heart frequently, until I got addicted. When I realized I had already lost more than 3,000 euros, so I sent an email to the casino on 20/11 asking to delete my account. They didn't do it and yesterday, 2/12, I ended up relapsing and asking for 600 euros there.

I would very much like the casino to close my account and give me back the 600 euros, because if they had closed my account as I asked, I would never have deposited since I have already been self-excluded from all casinos by SRIJ.

I leave an image of the email I sent with the deposits made yesterday and also confirmation from the support that the email is correct.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino 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?
• Have you unsubscribed from the casino's marketing communication?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@vegasino.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 Vegasino 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 addiction.

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

Hi, I still have access to the account. I spoke to the casino's live chat about my gambling addiction and there they asked me to send the email asking them to delete my account as soon as possible (as you can see in the screenshot above). Unfortunately, I didn't expect this to happen so I didn't save the message, I just have the email asking to be deleted. Anyway, yesterday I talked to them about it and they asked me to send the email again, just like I did.

As for the deposit, the last time was 2/12. In total it was 700€ (100€+250€+250€+100€).

I still haven't sent the closure email again so that I can go to the account history if necessary to resolve the case.

Thanks for your reply.

• Could you please confirm you contacted the casino and requested a self-exclusion according to our recommendation?
• Have you included the reason for self-exclusion in your request?
• Was your self-exclusion already processed?

Please let me know.

Hello, I've already told them that I want to self-exclude via chat, I've explained my whole situation and I'm still able to log into the account

Hi, I don't know if it's because you contacted them, but they've only just replied to my email about deleting my account. They also confirmed that they had my email on file.

In this sense, I would like them to give me back the money I deposited on 2/12 because they didn't delete my account.

Thanks for the update.

We can assist you with a refund request of funds that were used for gambling only if you informed the casino about your gambling issues and the casino failed to protect you. A simple account closure is not a signal enough for us to conclude the casino should have protected you from further gambling.

Could you please advide whether you informed the casino about any such issues via live chat? Have you saved communcation with the casino as evidence?

Please provide it to my email at tomas@casino.guru

Looking forward to your reply.

I don't have proof of this, but I can log into the account right now, talk to the live chat and send you a screenshot. In fact, even after I opened this complaint and talked to them, they still haven't deleted the account and even wanted to offer me a bonus of 100€ (x1) so I wouldn't cancel the account

I am sorry to hear that.

First, as the next step, please send the self-exclusion request according to the template I shared with you in my initial post. Include me in the copy of the email.

Second, if you already sent a similar self-exclusion request to the casino earlier via email, please forward it to me as well. Make sure the information about the time, the sender, and the recipient's address is included.

Please share with me your interaction with the live chat regarding your gambling addiction and what the support responded.

Thank you in advance for your cooperation.

My email is tomas@casino.guru

Hello, since I haven't received any more messages from you, I've contacted the casino and my account has already been deleted.

I would really like to get my money back

Thanks for the update. I apologize for any misunderstanding.

Without evidence of disclosure of the gambling problems to casino support, we are unable to support your request for the return of money that was used for gambling. Unanswered account closure requests aren't sufficient grounds for us to conclude you should have been protected from gambling, and therefore, we can't pursue a refund on your behalf.

Since you confirmed your account was closed, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to close 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 problems with any online 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.

We’ve reopened this complaint at the request of ritaramos05. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Good evening, as you know, a few months ago I made a complaint about this casino and my account was indeed closed. However, without me asking for my account to be reactivated, I started receiving ‘bonuses’ to gamble with and, as I have a gambling problem, I ended up having a relapse and betting/losing €500.

I made it clear in my emails that I had a gambling addiction, they deactivated my account, and now this has happened.

I want you to take responsibility and refund my money. Otherwise, I will go on television to make a complaint.

I am sorry to hear about the recent developments.

Please send me the emails in which you disclosed your gambling issues to the casino.

Please let me know whether you have already contacted the casino to close your account again and request a refund of newly lost funds due to previously disclosed gambling addiction.

Please let me know how much the casino allowed you to deposit since your account was reopened.

My email is tomas@casino.guru

Looking forward to your reply.

Hello, unfortunately I no longer have the emails because I wanted to get rid of the game so badly that I deleted everything that linked me to it. However, in addition to the complaint and related messages sent here, I managed to recover an image in which, in conversation with the casino, I talk about the addiction situation. I also managed to get them to confirm that the account had indeed been closed.

All in all, I lost a total of €500

Yes, I've already contacted them, but there's been no reply

Hello ritaramos05,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the detailed explanation.

Could you please specify when this chat between you and the support took place?

• Could you please specify the dates when you made deposits to the casino?
• Is your player's account open or closed?
• Do you keep receiving marketing communication from the casino?
• Could you please confirm you sent the casino a self-exclusion due to gambling issues, and when? Have you kept this email for safekeeping?

Please let me know.

- The conversation in this screenshot took place at the end of November/beginning of December 2026, when I asked for my account to be deleted. I can go to the specifics of the photo and confirm it for you.

- The date I deposited in the casino was +/- 2 weeks ago but I can also confirm the days.

- Now I don't receive anything from them and the account is closed.

- I told them in the online chat that I had an addiction and then by email. Unfortunately I don't have the email saved because I wanted to "forget" that episode. The truth is that there is my statement saying that I was addicted to the game (as seen in the screenshot) and another conversation confirming that the account had been closed on those dates (as seen in the screenshot too).

Dear ritaramos05,

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, Michal (michal.v@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

Hello ritaramos05,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vegasino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Is this message for me or for Vagasino?

I've already said everything in the messages above, but I've also found SMS messages that the casino sent me when my account was supposedly deleted.

Dear all,

We kindly inform you that we are checking on the matter and we will have updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Vegasino Team

Unfortunately, I think the casino is just playing games to avoid paying me because they've realized they've made a mistake. They've even stopped replying to my emails.

The account had to be closed, even if it wasn't for reasons of gambling addiction, as soon as I ask to self-exclude the account there is no reason for it to be reopened without my authorization or request.

They made a mistake, they have to pay for it. I've already had to ask the bank for a loan because I need that money and the minimum credit is 1500 euros, so because of a mistake by the casino I've acquired a debt of twice that amount.

Once again I say, if you don't resolve this, I'm going to take this matter to court.

Dear Vegasino Casino,

We are waiting for your updates.

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.

But have they stopped collaborating? I feel like they're doing it on purpose. Should I file a criminal complaint?

Hi, I'd like to know if you've had any response to the intention to return the money or if I can file a criminal complaint. The wait is already too long and I feel they're just trying to buy time.

Dear ritaramos05,

I understand your frustration. I've reached out to the casino outside of this thread, and I remain hopeful that we will receive a response here soon. I will be informing you as soon as I have some updates. Your patience is greatly appreciated.

Thank you very much for your attention

Dear all,

We truly appreciate your patience.

We are sorry for the late respond. We are working on the request with the highest priority.

Once there is any update we will inform you immediately.

Best regards,

Vegasino Team

Dear ritaramos05,

We truly appreciate your patience.

We would like to inform you that we have contacted via email. Please check it when possible.

Best regards,

Vegasino Team

Hello, I received a message from the casino saying that they would refund me the 500 euros and that I should send them my information for the transfer. I'm waiting for it.

Dear ritaramos05,

Thank you for the update.

Dear Vegasino Casino,

We are waiting to hear from you.

It remains to be seen whether they will actually make the transfer. I haven't heard back from the casino.

Hi, I still haven't received confirmation from the casino due to the transfer

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.