The player from Germany faced issues with multiple casinos operated by the same company, where his accounts were reopened despite his prior self-exclusion. He had requested another block on February 24, 2025, but had not received a response, which allowed him to continue depositing. The casino acknowledged a technical glitch that had caused the account reopening and confirmed that it had now been closed again. An agreement was reached between the player and the casino regarding the refund, leading to the resolution of the complaint.
Vegasino Casino - Player's account has been reopened despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €120
Vegasino Casino
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
Hello,
I currently have several open complaints against casinos operated by the same operator, my accounts were reopened on several casino websites after I had already self-excluded without my doing anything. This was also the case on Vegasino, where I had my account closed in December 2024, but it was automatically reopened over the last week, and I even received several bonus offers.
On February 24, 2025, I asked for a new block, but so far there has been no response from the casino. My account remains open and I can continue to deposit. I already informed the operators of my gambling problem when I originally requested self-exclusion, but my accounts have been reopened on at least 8 casino websites of this company.
Something like this should never happen, especially if those responsible know about an existing gambling addiction.
Thank you very much in advance!
Best regards
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11 months ago
Dear lolseinsohn,
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 I can better understand the situation.
- What prompted you to attempt to access your casino account?
- Could you please share your initial and subsequent self-exclusion requests sent to Vegasino with me? If you received any confirmation about self-exclusion being active from the casino please forward it as well.
- My email is [email protected]
- Is your account currently open? Have you requested a refund due to failed self-exclusion from the casino?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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11 months ago
Translation
Hello Thomas,
I hereby withdraw my complaint against Vegasino because I have made a large profit and therefore no refund of my deposits is necessary. However, the whole process is unacceptable, which I told the casino in my email about blocking my account again.
I have another open complaint against a casino operated by the same Vegasino operator, where I will clarify the remaining details.
Nevertheless, thank you very much for the help!
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11 months ago
Translation
Hello Thomas,
Unfortunately, the casino has still not closed my account, which is why I was able to lose a large part of my winnings. I still have access to the account and can continue to make deposits, the difference between deposits and withdrawals after reactivating my account is a total of 164 euros (464 euros deposits and a withdrawal of 300 euros). If the casino had responded to my renewed request to block it, I would not have been able to cancel my second withdrawal and play again. I apologize for the inconvenience, I cannot really control my gaming behavior at the moment.
Many thanks and kind regards!
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10 months ago
Thanks for your reply.
I apologize for not replying earlier.
If you informed the casino about your struggle to control your gambling, or of your gambling problems, the casino should not allow you to gamble further.
For us to investigate or compel the casino to act, we'll need proof you did so. Please share evidence you informed the casino of your gambling problems/struggle to control your gambling with me. My email is [email protected]
If you wish to close the complaint without our involvement, please let me know as well.
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10 months ago
Translation
Hello Tomas,
Thank you very much for your help! I am forwarding you the email exchange between me and Vegasino support, where you can see that my account was automatically reopened and that the renewed blocking took far too long.
Thanks again and best regards!
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10 months ago
Thank you very much, lolseinsohn, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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10 months ago
Dear lolseinsohn,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Vegasino Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Vegasino Casino,
Could you please provide detailed information regarding this case and explain the reasons behind the automatic reopening of the player's account, despite the self-exclusion due to a gambling problem being in place since December 2024?
Thank you in advance for your prompt response.
Best Regards,
Kubo
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10 months ago
Translation
Hello Kubo,
I sent you an email today with a question, but I confused two casinos with similar names. I would still appreciate it if you could help me, as I'm unsure about some details regarding possible waivers. Please excuse the confusion.
I wish you a pleasant week and thank you for your help!
Edited
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10 months ago
Dear lolseinsohn,
We are sorry to hear about for your experience.
We would want to inform you that the account were re-opened via technical glitch. And we are happy to confirm your account was closed once again.
We are checking your request with our relevant departments.
We should be able to provide you an update at the earliest as possible.
Best regards,
Vegasino team.
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10 months ago
Translation
Dear Vegasino team,
Thank you for the clarification and your willingness to cooperate!
Best regards
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10 months ago
Translation
Dear Kubo,
The casino and I have reached an agreement. I'll get back to you as soon as I receive the refund so the complaint can be closed.
Thanks again to you for your help and to the Vegasino team for their cooperation!
Best regards
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10 months ago
Translation
Dear Kubo,
Vegasino and I have reached an agreement, so the complaint can be closed. Thank you very much for your help!
Best regards
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10 months ago
Dear lolseinsohn,
I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best Regards,
Kubo
