The player from Germany requested the closure of his account in November 2024 due to gambling addiction and received confirmation that it would not be reopened. However, he continued to receive promotional emails and was able to log in and play, which he believed violated guidelines, leading to a request for a refund of €549 in lost stakes. The issue was resolved after the player confirmed his account was still active and that he had accessed it in April despite the closure request. The complaint was marked as resolved following the player's confirmation.
Vegasino Casino - Player's account should be closed but remains active.
Resolved
Our verdict
Case closed
Amount: €549
Vegasino Casino
Safety Index 7.5 Above averageCase summary
Discussion
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2 months ago
Translation
Hello,
In 2024, I requested the deletion of my account due to gambling addiction. On November 5th, 2024, I received confirmation that my account was closed and would never be reopened.
Since the beginning of the year, I've been constantly receiving emails with advertisements and bonus credits. Because of my addiction, I wanted to use the credits and was able to log into my account and play without any problems.
In my opinion, the guidelines were clearly violated. Therefore, I request a refund of my lost stakes since the end of April, totaling €549.
Attached are the deposit details and the email from back then.
Automatic translation:
Public
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2 months 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.
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2 months ago
Dear benediktmerkel,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?
- When exactly did you access your account again?
- Do you currently have access to your casino account?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
TranslationEmail forwarded. Accessed around April when there was a constant stream of ads and bonuses...
Account currently active..
Automatic translation:
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear benediktmerkel,
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,
Kristina
