Vegasino Casino - Player’s self-exclusion request has been ignored.

Complaint Against Vegasino

I am submitting this complaint regarding Vegasino's handling of my account after I informed them that I was suffering from a serious gambling addiction and requested permanent self-exclusion.

This complaint is not simply about gambling losses. It concerns what I believe was a failure by Vegasino to fulfil its responsible gambling obligations after I disclosed my gambling addiction and requested that my account be permanently closed.

Timeline of Events

15 March 2025 – My account was reopened following a previous closure.

24 April 2025 – I contacted Vegasino's live chat requesting assistance to permanently close my account. During this conversation I clearly stated that I had a serious gambling addiction, that I had given the casino thousands of euro, was now in debt, and wanted to close my account to facilitate my recovery. I was instructed to email the VIP department with my request.

On the same day, I emailed the VIP department requesting permanent self-exclusion due to my gambling addiction.

25 April 2025 – Having received no response, I contacted live chat again explaining that I had already emailed regarding self-exclusion because of my gambling addiction and that nobody had responded. I was advised that the VIP department was aware of my request and that it was "under process."

Despite making Vegasino aware of my gambling addiction and requesting permanent self-exclusion, I remained able to access and gamble on my account until approximately June 2026.

During this period after my self-exclusion request, I deposited approximately €2,703, withdrew approximately €600, resulting in an approximate net loss of €2,103.

I also continued to receive promotional and marketing communications after disclosing my gambling addiction, which I believe was inconsistent with the purpose of a permanent self-exclusion.

I submitted a Subject Access Request (SAR) to Vegasino. Although they supplied part of the requested information, they did not provide the internal account notes or internal communications relating to my account. I believe these records are highly relevant as they may demonstrate:

When Vegasino became aware of my gambling addiction.

What actions were taken following my self-exclusion request.

Whether their responsible gambling procedures were followed.

Why I remained able to access and gamble on my account for over a year after requesting permanent self-exclusion.

I have retained evidence in support of my complaint, including:

My emails requesting permanent self-exclusion.

Live chat transcripts confirming my disclosure of gambling addiction.

Marketing and promotional communications received after my disclosure.

My transaction history showing deposits and withdrawals after my self-exclusion request.

The SAR documentation provided by Vegasino.

I respectfully request that Casino Guru independently investigate whether Vegasino complied with its responsible gambling obligations after I disclosed my gambling addiction and requested permanent self-exclusion. I also ask that they consider requesting the undisclosed internal account notes from Vegasino, as I believe they are relevant to establishing how my request was handled.

Thank you for taking the time to review my complaint. I appreciate your consideration and am happy to provide any additional evidence or documentation required.

Thanks so muchfor any help you can provide

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues from April 2025? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• Has the casino responded to your refund request already? What did the casino reply?

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be 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 Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from 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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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