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

Hello Tomas,

Thank you for your response.

To answer your questions:

My Vegasino account has been closed since the end of June 2026 and is no longer accessible.

I have sent my Subject Access Request (SAR) documentation to you by email for your review.

Unfortunately, I have been unable to locate the email that I sent to the VIP department on 24 April 2025 requesting permanent self-exclusion. However, in my live chat on 25 April 2025, I clearly state that I had already emailed the VIP department regarding self-exclusion because of my gambling addiction and that I was following up because I had received no response.

The live chat from 24 April 2025 also shows that I informed the casino that I had a serious gambling addiction, explained that I had lost thousands of euro and was in debt, and requested the account closure template to begin my recovery.

Since then, I have made every effort to resolve this matter directly with Vegasino. I engaged with the casino over an extended period, but I received numerous holding emails advising that my complaint was still being reviewed without a substantive resolution. I also requested redress for the losses I believe were incurred after my self-exclusion request, but Vegasino declined to provide a refund.

I am therefore seeking your independent review of how my self-exclusion request and responsible gambling concerns were handled.

Please let me know if you require any further information or documentation. Thank you for taking the time to review my complaint.

Dear Irishpride87,

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 Irishpride87,

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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear everyone,

Thank you for bringing this to our attention.

Kindly be informed that we have forwarded this matter to our relevant department. As soon as we have more information, we will update you promptly.

Kind regards,

Vegasino Team

Dear Vegasino Team,

Thank you for your response and for confirming that my complaint has been forwarded to the relevant department.

I would like to clarify that my complaint relates not only to the technical issues previously identified, but also to the wider circumstances surrounding my account. I had disclosed my gambling addiction and requested permanent account closure while I was in a vulnerable position. Despite this, my account remained active, and I continued to receive promotional communications and bonuses.

I respectfully ask that these circumstances are fully considered as part of your review, together with my request for permanent account closure and the emotional and fanancial impact that followed.

I look forward to your full response and hope we can reach a fair resolution.

Kind regards,

Dear Vegasino Casino,

Thank you for the reply. We will be waiting for your updates.

Dear Irishpride87,

We appreciate your feedback and understand your concerns regarding your recent experience with our platform. As a gesture of goodwill, we are happy to issue a refund in the amount of 2103 EUR.

To proceed with the refund, kindly provide us with your bank details:

-Full Name (please include all names including middle names)

-E-mail

-Bank Account’s Owner name

-IBAN/Account no.

-Bank Name

-Bank location (Country)

-SWIFT/BIC

Once we receive this information, we will inform you of the next steps accordingly. If you have any additional questions, please don't hesitate to contact us.

Kind regards,

Vegasino Team

Dear Irishpride87,

Thank you for providing us with your bank details. Kindly be informed that we have forwarded them to our relevant department for processing. Once we have more information, we will update you shortly.

Kind regards,

Vegasino Team

Thanks for your reply, as agreed I will mark this as resolved once the payment arrives to my bank account

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Irishpride87,

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,

Michal