The player from Germany requests immediate closure of his gaming account from Vegasino Casino due to a self-exclusion request made on September 12, 2026, which was ignored. Instead, he made deposits totaling €2,900.00 after his request, and despite follow-up attempts, his account remains open. He seeks a full refund of his deposits and is prepared to provide supporting documentation.
Vegasino Casino - Player's account has not been closed as requested.
Opened
Current status
Waiting for player to reply
4d 15h 18m 9s
Vegasino Casino
Safety Index 7.5 Above averageCase summary
Discussion
Public
Public
5 days ago
Translation
Hello everyone,
I would like to file a formal complaint against Vegasino Casino, as those responsible have grossly disregarded basic rules of responsible gambling.
Sequence and facts:
Blocking request on September 12, 2026: I explicitly requested the immediate and permanent blocking of my gaming account (self-exclusion) from Vegasino's support.
I explicitly stated that I suffer from acute gambling addiction and have lost financial control over my gambling behavior.
Disregarding the blocking request & further deposits:
Instead of closing my account immediately, access remained unprotected. This allowed me to make further deposits totaling €2,900.00 on September 16, 2026.
Delaying tactics on September 19, 2026: On September 19, I received further inquiries and confirmation requests from casino support, whereupon I expressly confirmed my request for immediate closure once again.
Despite this, the account has still not been properly blocked.
Demand:
Due to the clear breach of duty regarding player protection, I demand the following from Vegasino:
The immediate and permanent closure of my user account.
The full refund of the €2,900.00 that was paid in only after I notified myself of my self-exclusion / disclosure of my gambling addiction.
All supporting documents (email correspondence regarding the account suspension request including timestamps as well as transaction records for the deposits on September 16th) are fully available to me and can be provided to the Casino Guru team for review.
I am really hoping for the support of the Casino Guru team in resolving this case.
Best regards
Automatic translation:
Public
Public
2 days ago
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.
Public
Public
2 days ago
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, to my email at tomas@casino.guru
- 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?
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
