Vegasino Casino - Player's self-exclusion has been breached.

Complaint Against Vegasino – Repeated Self-Exclusion Breach and Refund Request

Dear Casino Guru Team,

I would like to submit a formal complaint against Vegasino Casino regarding a repeated failure to enforce my self-exclusion.

On 24/05/2025, I requested to be self-excluded from my account due to responsible gambling reasons. Despite this request, on 26/03/2026 my account was still fully accessible, allowing me to deposit and continue gambling.

As a direct result of this breach, I lost approximately €1,300 after my self-exclusion request.

This is not an isolated incident. A similar breach occurred in the past, where Vegasino failed to enforce my self-exclusion and eventually acknowledged their mistake by issuing a refund. The fact that this has happened again shows a pattern of negligence and failure to comply with basic player protection standards.

Allowing a self-excluded player to continue gambling is a serious violation of responsible gambling principles. The casino had a clear obligation to block my account immediately after my request.

I am ready to provide full evidence, including:

My self-exclusion request

Account history and transactions

Previous communication and proof of prior similar incident

I would like your advice and assistance.

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 your complaint. I’m sorry to hear about your negative experience with Vegasino Casino.

Please allow me to ask you a few questions so I can better understand the situation. I can see a previous complaint filed against the casino here: https://casino.guru/complaints/vegasino-casino-player-faces-violation-of-self-exclusion

• Could you please explain how your player's account became accessible to you, from your point of view?
• Have you asked the casino for a refund due to failed player protection already? With what result?
• Is the account you accessed the same one, or have you opened a new account?
• Is your player's account currently accessible?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello,

Indeed, you can see my previous history with vegasino, as described in my previous complaint.

1.I received a promotion email from vegasino.I clicked on it and realized, despite my previous history with vegasino, that i had access to my account.

2.Yes i have.No result yet.

3.I never opened new account.It was my previous, initial one.

4.At this time the account is closed.

5.I have sent communication with the casino and screenshots also

Hello Christos_min,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Christos_min,

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, Michal (michal.v@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,

Tomas

Hello,

I've just sent the very recent communication with the casino.

Hello Christos_min,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vegasino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear All,

Thank you for bringing this matter to our attention. We formally acknowledge receipt of your complaint and wish to inform you that a comprehensive internal investigation is currently underway.

Our relevant departments are reviewing the details of the case with the highest priority.

We remain committed to a thorough resolution and will provide a formal update as soon as further information becomes available.

We appreciate your patience while we conduct our due diligence.

Best Regards,

Vegasino Casino Team

Dear Vegasino Casino,

Thank you for the reply. We are waiting for your updates.

Dear Christos_min,

Following a thorough review of your case and further consultation with the relevant department, we are pleased to present a refund offer of 1380 EUR.

To move forward with the processing of this payment, please reply directly to the email where we requested your bank account details. Once we have received the necessary information, our finance team will initiate the transfer.

Best regards,

Vegasino Casino Team

Dear Vegasino Casino,

Thank you for the reply and for your cooperation.

Dear Christos_min,

Please proceed according to the casino's instructions.

Hello,

I have replied and provided the bank account details.

Dear Christos_min,

We are pleased to inform you that we have escalated your bank details in order to initiate the refund.

We will keep you updated on the progress of the transaction.

Thank you for your patience and cooperation.

Best Regards,

Vegasino Casino Team

Dear Vegasino Casino,

Thank you for the update. Please let us know as soon as the payment is processed.

Dear All,

We regret to inform you that we were not able to proceed with the refund with the payment details provided.

We have emailed the player once again asking to provide different details to expedite the process.

Thank you for your patience and understanding.

Kind Regards,

Vegasino Casino Team

Thank you for the update.

I would like to clarify that all my deposits were originally made in EUR using conventional payment methods. For this reason, I kindly ask the casino to reconsider the refund method and, if possible, process the payment in EUR through a standard fiat payment solution.

The alternative payment method proposed by the casino would introduce unnecessary financial, tax, and administrative complications on my side, particularly since cryptocurrency was never used for the original transactions.

I remain fully cooperative and available to provide any further information required to complete the refund process.

Dear Vegasino Casino,

Could you tell us what the issue is with the details provided by the player? What else do you need from the player to complete the withdrawal successfully through the payment method requested by the player?

Dear Christos_min,

Please accept our apologies for the inconvenience you have experienced.

We are currently consulting with our Finance Department to identify an alternative payment method that aligns with your requirements.

We intend to expedite this matter and will provide an update as soon as more information becomes available.

Thank you for your understanding.

Best Regards,

Vegasino Casino Team

Dear Christos_min,

I kindly recommend that we hold off on taking further action until we receive an update from the casino. Once we have that information, we can proceed accordingly.

Dear Vegasino Casino,

We appreciate your attention and look forward to your update.