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

Dear Attila, thank you for your message. Let me summarized. I used the procedure described above. On 1 st of June I turned to Casino to close my account due to gambling problem. I received the answer from Casino side that they support addicted gamblers but maybe I prefer the break. I confirmed once again the closure of the account. Second mail from Casino still did not close my account only the thread that if I close the account I lose my VIP status, bonuses etc(I can resend the communication).as the consequence after 3 times of trials to close my account,I deposited additional 1850 PLN. My account never be verified- never needed. I used the e-mail for communicatio with Casino which was used to Create the account. The most important thing is that we were exchanging the communication with Casino and even I underlined the problem with gambling it has not been closed immediately.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, do you currently still have access to your account? If so, could you please attach a screenshot of your deposit history?

Thank you for your patience and cooperation.

Hello Attila,I have put you in a copy in the communicatuon to Casino . There is a History of the communication. Let me give you the chroniligy: on 1 st of June I let them know that I am addicted to gambling. On 2nd they asked my if I am sure, I immediatly confirmed, on 3 rd of June they asked my one more time to confirm. Finally now my account was closed. I made the deposits on 3 dr of june after the next request from their side to confirm.

Small update. My account is still open… it means that they do not close it or reopened it… I wrote to them on 11.06 but no reation.

Dear Player,

Thank you for the evidence provided.

Could you please also send proof of any deposits made after June 1st as well?

Thank you in advance.

Sure, I will send you the bank systemem. The deposits were made on 03.06 from teo bank accounts(method of deposit -Visa card and BLIK). What is important- the last deposit was not even played(100 PLN)

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,

Attila

Hello MagdaD, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 All,

Thank you for inviting us to join the complaint.

We have initiated an investigation into the customer's claim and will provide a formal response as soon as possible.

Thanks for your patience and cooperation.

Best Regards,

Vegasino Casino Team

Dear All,

Please be advised that we are still investigating the player's account, and the case is undergoing review by our internal management team.

We are making every effort to expedite this process and will provide you with an update as soon as possible.

Thank you for your continued 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 MagdaD,

We hope this message finds you well.

After a careful review of your claim as a gesture of goodwill, We are happy to return 1801 PLN.

To proceed with the refund, please reply to our private email where we have asked you to provide the bank details needed to initiate the transaction.

Thank you all for your patience throughout the process.

Kind Regards,

Vegasino Casino Team

Thank you for the update, dear Vegasino Casino.

Dear MagdaD, please let me know once the payment details were e-mailed to the casino, so I can update the timer. Thank you.

Hello, thank you. I gave the details to the Casino.please do not close the cłami until the payment will be done.