Vegasino Casino - Player’s account remains active despite self-exclusion request.

Good morning,

I would like to report a serious problem I encountered with Vegasino Casino.

As of June 1 2026, after numerous attempts to self-exclude myself from the site and repeatedly contacting support via chat and email, my account remained active and accessible, allowing me to continue depositing large sums of money, despite my explicit requests to block it.

I should point out that I have a serious gambling problem and had specifically requested self-exclusion to protect myself.

Your failure to block my account, despite repeated requests, constitutes a breach of your obligations to protect vulnerable users.

I kindly ask Casino Guru to intervene to help me resolve this situation, and to support me in requesting a refund of all deposits made after my self-exclusion request, which occurred on June 1,2026.

I remain available to provide proof of communications with support and thank you in advance for your attention.

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 this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

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.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Additionally, do you currently still have access to your account?

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,

Attila