The player from Germany requested the closure of his account in November 2024 due to gambling addiction, receiving confirmation that it would not be reopened. However, he continues to receive promotional emails and has been able to log in and play, which he believes violates guidelines, leading to a request for a refund of €549 in lost stakes.
Vegasino Casino - Player's account should be closed but remains active.
Opened
Current status
Waiting for player to reply
6d 23h 14m 19s
Vegasino Casino
Safety Index 8.4 HighCase summary
Discussion
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Public
2 days 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:
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45 minutes 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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45 minutes 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
