Vegasino Casino - Player’s account deletion request has been ignored.

Il 22 ottobre ho a chiesto al support vegasino la cancellazione immediata del mio account poiché affetto da grave ludopatia. Ho specificato che la mail del mio account era cambiata , scrivendo sia la precedente che quella attuale.

mi hanno risposto che avevano preso in carico la mia domanda, ma nessuno mi ha mai risposto in merito. Ovviamente l’account non è stato cancellato ed ovviamente, essendo un malato patologico certificato a livello sanitario nazionale, ho continuato a giocare , perdendo una cifra pari a 3.747 €, già al netto delle vincite e del cashback restituitomi dal vip manager. Aggiungo che ho le prove di tutto ciò e che sono in regime di autoesclusione a tempo indeterminato presso la ADM italiana ormai da anni.

Ritengo che la mia figura di malato patologico non sia stata tutelata ed intendo comunque agire per vie legali in caso la questione non si possa risolvere pacificamente. Ovviamente nel periodo precedente al 22 ottobre ho perso una somma molto, molto più ingente. Ma quello che chiedo è la restituzione della cifra posteriore alla mia richiesta di cancellazione. Ultima cosa, dalla chat del sito continuano a rimandarmi a :support@vegasino.com

ma da qui non ottengo risposte.

spero possiate aiutarmi a risolvere la questione in modo civile e rapido. Colgo l’occasione per augurare a tutti buone feste.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 as evidence.
• 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 contact the casino again with a new 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 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Ciao Tomas,

grazie per la tua attenzione.

propr oggi ho ricevuto una mail dal supporto clienti Vegasino con la comunicazione della chiusura del mio account.

Voglio aggiornarti in modo preciso su come si sono svolti i fatti degli ultimissimi giorni.

Ieri ho mandato una mail ufficiale di diffida a chiudere immediatamente l’account e la richiesta ufficiale di rimborso, specificando che la richiesta riguardava la cifra giocata da me, ad esclusione dei bonifici per vincite ricevute.Oggi alla risposta del team supporto ho ribadito la mia ferma volontà a continuare a portare avanti la mia richiesta anche tramite comunicazione ufficiali all’ ADM, alle Poste Italiane presso cui ho il conto corrente, ed un eventuale esposto alla Polizia Postale in caso di mancata risposta positiva alla mia richiesta di rimborso.

Appena possibile invierò sulla tua mail personale quanto da te richiesto.

Devo tuttavia fare una rettifica rispetto a quanto scritto l’altra volta sul tuo sito.

Una prima mail di richiesta chiusura account per motivi di dipendenza da gioco l’avevo inviata il 28 agosto 2025. Purtroppo dal giorno dell’apertura dell’account ( fine giugno) al 28 agosto, la mia mail (aziendale) aveva subito una modifica, per cui il team mi chiedeva di scrivere dalla mail registrata nell’account, cosa che non potevo fare perché la vecchia mail era disabilitata all’invio di posta elettronica, ma potevo solo leggere mail ricevute. A quel punto , da bravo malato patologico, ho glissato e continuato a giocare, fino al 22 ottobre data in cui ho comunicato la mia ferma volontà di chiudere l’account e contemporaneamente anche il cambio di mail avvenuto mesi prima.

Anche in questo caso la mia richiesta è stata regolarmente presa in carico, ma nessuno ha mai risposto né modificando la mail, né tantomeno procedendo alla chiusura del mio account.

Ho scritto una mail ufficiale anche ad ADM perché ritengo che il mio profilo sensibile non sia stato in nessun modo tutelato visto che è stato possibile iscrivermi e giocare su un sito straniero pur avendo cittadinanza italiana ed essendo da molto tempo in regime di autoesclusione a tempo indeterminato: che tipo di tutela sarebbe questa per cui un ludopatico possa tranquillamente iscriversi ad un sito di gioco di fatto non autorizzato sul territorio nazionale? In ogni caso penso che la cosa più grave risieda nel fatto che un sito di gioco online che riceve una richiesta scritta di chiusura dell’account la ignora come se nulla fosse per più di 2 mesi.

Appena ne avrò la possibilità ti manderò la documentazione che mi hai chiesto, sperando davvero che la faccenda possa risolversi in breve tempo ed in modo pacifico. La Cifra che ho richiesto penso sia un quarto di ciò che ho speso presso il sito, e forse anche inferiore.

grazie per il tuo sostegno e buon anno.

Hello Tanzalito,

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

Va benissimo ,

grazie infinite.

aspettero che Tomas rientri.

Thanks for the detailed explanation and the update.

So far, I haven't received any correspondence from you. Kindly share your efforts to seek protection addressed to the casino via email to tomas@casino.guru for me to review. I apologize for the delay, and I appreciate your cooperation.

Ciao Tomas,

qualche giorno fa ti ho scritto su

tomas@casino.guru mandandoti ciò che mi hai chiesto.

Hai ricevuto tutto?

Hello Tanzalito,

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

Hello Tanzalito,

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

Buonasera,

mi sembra di essere stato completamente abbandonato in questa situazione. Pensavo in un serio supporto, ma tutto tace da giorni . Ho prodotto le prove richieste, ma a quanto pare nessuno si sta occupando del mio caso ed il casinò tace del tutto.

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, Matej (matej.l@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 Tanzalito, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Vegasino Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Tanzalito,

Thank you for your patience. We are currently reviewing your case and conducting a thorough investigation into your previous communication history with us. Please allow us some time to gather all the necessary details, and we will provide you with an update as soon as possible.

Thank you for your understanding.

Kind Regards,

Vegasino Casino Team

Grazie ragazzi.

Cio che dispiace e’ l’assenza di risposte da Vegasino.

confido molto nella vostra professionalità e sul vostro aiuto.

buona domenica dall’Italia

Scusate il messaggio precedente. Non avevo letto che era del team Vegasino.

Grazie a Vegasino per aver risposto e preso in esame il mio causo. Mi scuso ancora per l’incomprensione

Dear All,

We have conducted a thorough review of all communication history regarding this case.

We would like to clarify that the first instance a Responsible Gambling issue was brought to our attention, along with the necessary account details (registered email address) to identify the user, was on December 16th. This was the earliest point at which our team could have reasonably located and closed the account based on the information provided.

In light of this, and as a gesture of fair play, we are prepared to offer a refund of the net losses incurred from that date (December 16th) onwards. The total refund amount is 420 EUR.

We believe this is a fair resolution based on the timeline of our records.

Thank you for your cooperation.

Best regards,

Vegasino Casino Team

Gentilissimo Supporto,

vi prego di considerare la mia mail al vostro supporto del 28 agosto 2025 delle ore 11:16, dove chiedevo la chiusura dell’account per problemi di ludopatia , mettendo in calce la mia mail d’iscrizione che nel frattempo era stata chiusa e dalla quale dunque non avevo la possibilità di scrivere.

Sicuramente avrei dovuto specificare nuovamente la tematica della ludopatia nella successiva mail del 22 ottobre, ma dove chiedevo comunque la chiusura definitiva dell’account e che è stata presa in carico quello stesso giorno dal Vostro team senza tuttavia aver provveduto a chiuderlo. Faccio solo questa domanda, per capire bene: la semplice richiesta di chiusura immediata non è sufficiente se non accompagnata dalla specifica del gioco d’azzardo patologico? Un utente (anche se non ludopatico) che chiede la chiusura non dovrebbe avere una risposta ? Vi ringrazio per il tempo che state dedicando al mio caso e per la gentile risposta.

p.s. Matej ha tutta la cronologia delle nostre mail, ma se vi occorre posso mandarvi le foto della nostra corrispondenza di agosto e di ottobre.

grazie ancora

La prima mail in cui ho segnalato un problema di Gioco Responsabile, insieme ai dettagli dell'account necessari (indirizzo email registrato) per identificare l'utente, l’ho inviata il 28 agosto. CasinoGuru ha lo screenshot da me inviato. Se vi occorre , sono disposto a pubblicarla anche qui direttamente. Sono a disposizione per ogni ulteriore chiarimento. Grazie

Dear Vegasino Casino, can you please confirm what e-mail address was the self-exclusion request sent on 16th December? The screenshots I have do not show the address, only the player's name. Thank you.

Dear Tanzalito, I do have your correspondence with the casino, and once the representative responds to my question above, I will be able to take stance and move the mediation forward.

Dear Tanzalito, thank you for sending me the e-mail conversation with the casino. I will first answer your question:

I'm just asking this question, to clarify: isn't a simple request for immediate closure sufficient if not accompanied by the specific mention of compulsive gambling? Shouldn't a user (even if not compulsive) who requests closure receive a response?

Unfortunately, regular account closure is a very problematic topic and not taken seriously by the casinos, simply because the players abuse this function on a daily basis. The support team receives dozens of account closure requests daily. No reason stated, or the reason is a recent hefty loss, lack of bonuses the players would expect, feeling neglected by VIP manager, or not liking the games provided. Then few days later, the players' temper cool down and request reopening of their account, because they actually want to play in the casino. This creates unnecessary overload of work for already overwhelmed support team, who would have to keep constantly closing and reopening player accounts, not having time dealing with real issues. Therefore it is easier to keep the accounts open (seemingly ignoring these requests), because if you as a player truly doesn't want to play in the casino, you can simply delete the bookmark from your browser, or uninstall the app from your device and stop coming back. It is automatically assumed you are not a gambling addict, are in full possession of your faculties and can stop visiting the casino at will. And this is why stating the gambling addiction as a reason for account closure is extemely important. Hope this answers your question adequately.

Dear Vegasino Casino,

When checking evidence sent to me by the player, I have managed to piece together following timeline:

It seems like the original self-exclusion request from 28th August 2025 has been sent from an e-mail not associated with the player account. The staff acknowledged this and informed about the proper procedure. For security reasons, any requests connected to the player's account (especially permanent closure) needs to be sent from the correct e-mail address, to ensure legitimacy and ownership. This is non-negotiable. In case when the original address is no longer accessible by the player, it needs to be changed with the help of the support team, and ideally ask for an account suspension during this process. So far I have no evidence of e-mail change being discussed and processed.

Next is the account closure request from 22nd October 2025. This message does not mention any reason for the decision behind it. Therefore, this is considered a regular account closure and as such not relevant to this complaint.

According to both yourself and player's screenshots, another request for self-exclusion - stating player's gambling addiction as a reason - has been sent on 16th December 2025. The account has been closed on 24th December 2025, which is above the reasonable time needed for an account closure, and is considered a failure in player protection by casino Guru.

If I may, I would like to ask you to e-mail me (matej.l@casino.guru) information regarding player's account balance on 19th December, and cashier history showing deposits and withdrawals between 16/12 - 24/12, including any notes or other screenshots you think would be helpful. With that, I believe we will be able to bring this complaint to a close shortly. Thank you very much.

Matej,

grazie per le spiegaziioni.

Faccio un paio di osservazioni.

Nella mail del 22 ottobre ho comunicato chiaramente che l’indirizzo di registrazione era da cambiare, proprio per via della risposta del team di supporto alla mail di agosto.

Perché la mail non è stata cambiata subito nonostante la richiesta fosse stata regolarmente presa in carico? Non era compito del team? Se avessi scritto nuovamente di chiudere per gioco patologico, non avrei ottenuto lo stesso risultato della mail di agosto?

in seguito , pur non essendo stata modificata la mail del mio account , la mia richiesta di dicembre, pur provenendo dalla mail inattiva esattamente come quella di agosto,

e’ stata presa, seppur in ritardo, in considerazione con conseguente chiusura account per gioco patologico:vorrei che mi venisse spiegato esattamente la differenza tra la richiesta del 16 dicembre (follow-up di quella del 22 ottobre ed accolta il 27 dicembre) e quella di agosto, visto che entrambe provenivano dall’indirizzo mail non inserito nel mio account. Grazie

Hello Tanzalito, if the request sent on 16/12 which the casino accepted was also not sent from the proper e-mail, that changes things dramatically. Unfortunately, most of the screenshots you provided me with never shows properly what e-mail the message was sent from, making it impossible to properly gauge the situation. This is why I asked you to send me the messages as attachments, but only received the same screenshots as you have sent to my colleague before. If you can send me the relevant messages as attachments, showing properly dates when it was sent, what e-mail address it was sent from and to what e-mail address it was going to, I will re-review the whole bunch again and amend my conclusion.

As for the e-mail change: just casually dropping a line about it at the bottom of the self-exclusion request is very unfortunate thing to do. Mixing different requests in one message is always a headache and with support agents not having time to ponder upon each word for too long, they tend to miss parts of the message. What you should have done, is to request an e-mail change in a separate message, stating the original address and the new one. The casino would verify the request is genuine and change the address for you. Then, you could have set a proper request once again and everything would be in order.

I will now swap the timer your way. Please, send me the e-mail files and once I get through them, I will post another summary and contact the casino representative regarding the new findings. Thank you very much.

Ciao Matej,

ti ho inviato tutto via mail. Fammi sapere se è tutto ok.

Grazie mille

Dear Tanzalito, thank you for the messages. Since both e-mails you have been using (one for registering your casino account, another one for communication) looks very similar - and to ensure I don't make a mistake - can you please confirm for me whether the e-mail without the dot is the one you used to register in the casino, and the e-mail with the dot is the one used for communication?

Also, since Zendesk always assigns ticket ID to every message it receives, please let me know the number associated with your self-exclusion request from 28th August 2025. Once I have this information, I believe I can move the mediation forward. Thank you for your time and cooperation! :)

Buongiorno Matej,

ti ho risposto sulla mail  matej.l@casino.guru

Fammi sapere se hai ricevuto tutto e se va bene.

Grazie mille e buon lavoro

Dear Tanzalito, I received your messages sent on 23/02 and 27/02, but I am still awaiting your response to my last questions. Let me reiterate:

Since both e-mails you have been using (one for registering your casino account, another one for communication) looks very similar - and to ensure I don't make a mistake - can you please confirm for me whether the e-mail without the dot is the one you used to register in the casino, and the e-mail with the dot is the one used for communication?

Also, since Zendesk always assigns ticket ID to every message it receives, please let me know the number associated with your self-exclusion request from 28th August 2025. Once I have this information, I believe I can move the mediation forward.

Matej ti ho scritto ora.

Avevo mandato tutto ad un indirizzo sbagliato

Thank you, Tanzalito, I have asked Tomáš to forward me the message. I have responded to it, and explained where you can find the ticket ID number I need, from the message you have sent on 28th August. Once I have it, I can get back to mediate with the casino, and see what can be done.

Ciao Matej,

hai ricevuto tutto ciò che mi hai chiesto?

Thank you, dear Tanzalito, I received the message, but my access to the system was restricted over this weekend. It should all be sorted now. :)

Dear Vegasino Casino, could you please e-mail me (matej.l@casino.guru) the chat logs of support tickets 34147219 and 37399827? That would be much appreciated. Thank you.

Dear all,

Thank you for the reply.

We kindly inform you that we are investigating the case and will update you once we have more informations.

Kind regards,

Vegasino Team.

Dear Player,

Please accept our sincere apologies for the delay. We are writing to let you know that our team is still actively working on your case.

We are doing everything we can to get this resolved for you, and we will notify you immediately as soon as we have an update.

Thank you so much for your continued patience!

Kind regards,

Vegasino Team

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.

Dear All,

We would kindly like to apologize for the delay in your case.

Please be informed that we will contact you with further information as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Vegasino Team

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.

Dear Matej,

Thank you for your patience.

Regarding the mentioned tickets, please be informed that those communications did not originate from the customer's registered email address.

For security and data protection reasons, we cannot provide any details or act upon requests that are not sent from the email address officially registered to the account. As we must adhere to our strict privacy protocols, we cannot process these specific inquiries.

Thank you for understanding!

Best regards,

Vegasino Casino Team

Thank you for the response, Vegasino Casino.

If the above statement is true, can you please let us know, why the self-exclusion request sent on 24/12/2025 from the wrong e-mail address has been processed, and the account has been closed on 27/12/2025? Thank you.

Dear Matej,

To provide a clear and accurate timeline of the events regarding this case:

Although several communications were sent from an unregistered email address, they could not be processed initially due to a lack of verifiable information. The situation changed as follows:

On 16/12/2025, a follow-up email was received from the unregistered address, which for the first time specified that the closure request was due to Responsible Gaming (RG) issues.

Subsequently, on 26/12/2025, a comprehensive email was received which provided a full breakdown of the situation, explicitly including the registered email address and referencing the previous correspondence.

The December 26th email was the critical turning point that allowed our team to securely link the sender to the specific player account. For security reasons, we cannot act on sensitive requests from third-party emails until the identification is 100% certain. As soon as this complete information was provided, allowing for a definitive identification, we acted immediately and finalized the permanent closure on 27/12/2025.

Consequently, we have taken the period starting from 16/12/2025—the date the RG issue was first clarified—into account when reviewing the losses, as this was the point when the nature of the request became urgent, despite the ongoing identification process.

Best regards,

Vegasino Casino Team

Thank you for the comprehensive explanation, dear Vegasino Casino, this makes sense and I agree with both the reasoning behind this, as well as the way this issue has been handled by the support staff.

Dear Tanzalito,

With the explanation above, I believe the casino did the best they could in the given situation. Majority of casinos require any requests regarding player account to be sent from the associated e-mail address, to ensure no impostor is trying to gain access or defraud the legitimate player. When a request comes from different address, most of the time it's not dealt with, due to the inability to prove the sender.

Once you lost your access to the original e-mail, you should have followed the casino's terms and immediately inform the support staff, who would help you get the e-mail address changed. Afterwards, you could have sent the self-exclusion request from the new e-mail address and avoid all these issues.

Since this did not happen, and the casino staff could verify your identity and connection to the account on 26th December, then proceeded and excluded yourself within 24 hours, there is nothing more I can mediate on your behalf. The acount hs been closed within reasonable time, and I can't request any refund, due to the above reasons.

I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding.

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.