Vegasino Casino - Player’s account has not been self-excluded.

Leider hat das oben genannte Casino mein verzweifelten Wunsch nach einer sofortigen Sperre bzw. Selbstausschluss aufgrund von Spielsucht nicht ernst genommen. Email mit der Angabe von Spielsucht und sofortiges und unwiderruflichen Sperre vom 30.11.2025 und nochmals am 01.12.2025 Gesendet. Trotzdem konnte bzw. Kann ich weiterspielen und verliere weiterhin Geld.

Aufgrund meines regelmäßigen oder sogar täglichen Einzahlungsverlaufes hätte seitens des Casinos sofort erkannt werden müssen, dass es sich hier um pathologisches Spielen handelt und meine Bitte ernst genommen werden müssen beziehungsweise sofort wie in der Email vom 30.11.2025 und 01.12.2025 geschlossen werden müssen.

Ich fühle mich echt machtlos und nutze natürlich jede Möglichkeit weiter spielen zu können und gebe unmengen an Geld aus.

Gewinne werden meinerseits nach beantragter Auszahlung storniert und wieder verspielt. So ist es in dem Casino zu keiner einzigen Auszahlung gekommen- auch bei höheren Gewinnen. Was wiederum für eine absoluten Kontrollverlust über die Spielsucht spricht.

Ich hoffe Ihr könnt mir helfen.

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Dear Alexkz,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@vegasino.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please clarify whether you currently have access to your casino account? Have you attempted to contact the casino regarding this issue since December? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Hallo, und vielen Dank für für Ihre Rückmeldung. Ich habe nur die Beiden Emails die ich an den Support gesendet hatte. Von 30.11.2025 und nochmals am 01.12.2025.

Aktuell habe ich noch Zugriff und kann weiterhin einzahlen und spielen.

Über den Live Chat hatte ich auch im Dezember mal das Problem angesprochen und wurde auf den Kontakt per Email verwiesen.

Mehr ist leider nicht passiert.

Viele Grüße

Alexander

Ich wollte nochmal richtigstellen, dass die Gewinne nicht seitens des Casinos storniert werden, sondern von mir aufgrund der spielsucht. Zu einer Auszahlung ist es daher bisher nicht gekommen. Sollte nur als Hinweis um meine Glücksspielsucht zu bestätigen sein.

Dear Alexkz,

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,

Kristina

Hello Alexkz, 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 Alexkz,

Thank you for reaching out to us.

We would kindly like to inform you that your account has now been permanently closed.

Furthermore please note that we are currently further investigating your claim and will contact you as soon as possible with further information and updates.

We thank you for your patience and understanding.

Kind regards,

Vegasino Casino Team

Liebes Vegasino Team, vielen Dank für die Rückmeldung.

Könnten Sie bitte auch dafür Sorgen, dass es wie in meinen Emails gebeten. Dauerhaft und Unwiderruflich ist - ohne die Möglichkeit es wiererzueröffnen.

Viele Grüße

Alexander

Dear Alexkz,

Thank you for your reply.

We can confirm that your account is permanently closed without the option of reopening.

Dear Matej,

We would kindly like to ask you to check your emails where we provided further information regarding this case.

Thank you for your cooperation.

Kind regards,

Vegasino Casino Team

I have responded to the e-mail with a proposed resolution.

Dear Alexkz, to keep you in the loop: the casino has sent me both of your messages requesting account closure. The one you have sent on 29th November does not state the reason, therefore I consider it a regular account closure - in line with our Fair Gambling Codex for players.

The second message, sent on 1st December, clearly states the gambling addiction as a reason for the decision getting self-excluded, and I take this as a point at which the casino should have reacted. Depending on the response I get, we'll move forward and I will post another update. Thank you for your understanding.

Bitte die Nachricht nicht öffentlich machen (aufgrund persönlicher Daten)

Dear Alexkz,

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

Please be informed that we forwarded all information for further review and will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Vegasino Casino Team

Dear Alexkz,

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

Please be informed that we forwarded all information for further review and will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Vegasino Casino Team

Dear Vegasino Casino, exporting cashier history takes couple of minutes, so in hopes of speeding up resolution process of this complaint, I would like to ask if it's possible to escalate this request on your end. Thank you.

Hallo Matej. Danke für deine Rückmeldung.

Dear All,

Our team is currently conducting a thorough internal review of the details to ensure a complete resolution.

We appreciate your continued patience while we finalize this process.

We will reach out with a formal resolution as soon as possible.

Thank you All for your patience and understanding.

Best regards,

Vegasino Casino Team

Dear All,

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

Please be informed that we are working with high priority and will contact you as soon as possible with further updates and information.

We thank you for your patience and understanding.

Kind regards,

Vegasino Casino Team

Liebes Vegasino Team, ich habe Ihnen eine Email mit meiner Bankverbindung geschickt, in der Hoffnung, dass Sie diese Angelegenheit nunmehr mit einem positiven Ergebnis abschließen möchten.

Was wiederum auf das Image des Casinos zurückzuführen wäre, wenn die Beschwerde ein Positiven Abschluss hätte.

Liebe Grüße

Alexkz

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 apologize for the delay in this case and any inconvenience this may have caused.

We would kindly like to inform you that we are in the final stages of investigation and confirmation of your case.

We will contact you in the nearest time with a solution.

We thank you for your understanding and patience.

Kind regards,

Vegasino Casino 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 Alexkz,

Thank you for your patience.

We would kindly like to ask you to check your emails where we send you an offer to solve your request.

In order to proceed with your payment please reply to the email with the requested details.

Kind regards,

Vegasino Casino Team

Liebes Vegasino Team,

Vielen Dank für die Email. Ich habe soeben darauf mit meinen Bankdaten geantwortet.

Sobald die Zahlung eingegangen ist. Werde ich Casino-Guru darüber informieren, damit dieser Fall abgeschlossen werden kann.

Vielen Dank nochmals.

Viele Grüße

Alexkz

Dear Alexkz, would you be so kind and share with me the details regarding your agreement with the casino? You can post it here (I can privatise the post if you wish so nobody except you, me and the casino can read it) or send it to me by e-mail (matej.l@casino.guru). Also, if you can confirm the refund amount you are expecting, that would be most helpful too, so I can keep track on the progress. 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 Alexkz,

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,

Matej