Vegasino Casino - Player’s deposits are missing.

Hello,

I made 3 deposits that are gone from my bank account but are not appearing in my balance. Total sums up to €80 that is missing. You can find screenshots of those payments attached. Thank you in advance for your help.

Kind regards

Dear 5rzt7ykh95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

It's solved.

Hi,

I want to be self excluded permanently from this casino but despite numerous requests they keep ignoring me and do not act on my request. Can you put pressure so they block my account? Thank you.

best regards

Thanks for the update.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings Vegasino Support

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/ years/ permanently.

The reason for my decision is due to my gambling problems /unrelated to any gambling problems

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please choose from the template what applies to your situation and send another email to [email protected] (you can include me in the copy of the email at [email protected]) and keep me informed about any further developments. Thank you in advance.

Dear 5rzt7ykh95,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.