The player from Germany struggled to close her casino account and faced delays from support, which left her feeling desperate due to her gambling addiction. Her complaint regarding the closure of her accounts at Vegasino was addressed, and she confirmed that her account had been successfully closed. The Complaints Team assisted her in the process, and it was acknowledged that her issues with both casinos had now been resolved.
Vegasino.io Casino - Player is unable to close her account.
Resolved
Our verdict
Case closed
Amount: €1,000
Vegasino.io Casino
Safety Index:Fresh casinoCase summary
Discussion
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1 year ago
Translation
I've been trying to close my account or have support close it for days. They just keep putting me off, and nothing happens. I'm addicted to gambling and have become desperate...
Automatic translation:
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1 year ago
Dear marion2406,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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1 year ago
TranslationHello...
My account has now been successfully closed...thank you for your help!!!
Automatic translation:
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1 year ago
Dear marion2406, I received an email from you but it seems to be related to a different casino than the one connected to this complaint.
Could you please provide a link to the casino this complaint is about?
Also, can we consider this complaint resolved?
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1 year ago
TranslationHello...my complaint concerns two casinos:
RevolutionCasino has since closed my account.
Vegasino unfortunately not yet!!!
Thanks!
Automatic translation:
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1 year ago
Dear marion2406, as this complaint concerns Vegasino Casino, kindly forward the account closure requests you sent to this casino. I would also like to point out that Vegasino Casino is closed.
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1 year ago
TranslationHello,
Thank you so much! I can no longer register at either casino. This wouldn't have been possible without your help.
LG from Marion U.
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear marion2406,
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.
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1 year ago
Dear marion2406, based on your last response, we understand that your complaint has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
