VegaZone Casino - Player seeks resolution after account closure issues.

I am submitting this complaint concerning Vegazone's handling of repeated responsible gambling disclosures and requests to permanently close my account before I subsequently suffered significant gambling losses.

I want to make clear that I am not seeking reimbursement simply because I lost money gambling. I accept that I subsequently gambled. My complaint concerns what happened before those losses, when I recognised that I was losing control and actively attempted to prevent myself from being able to continue gambling.

Background

I had an assigned Vegazone VIP Manager, Eduard. WhatsApp was an established communication channel through which I had previously communicated directly with him, including only weeks beforehand. I was never informed that WhatsApp had been discontinued or was no longer monitored. Importantly, Vegazone's website continued publicly advertising the ability to contact my VIP Manager via WhatsApp.

I had also previously used Vegazone's "Take a Break" responsible gambling facility on two occasions.

Requests for permanent closure

On 17–18 June, during a period in which I recognised that my gambling was becoming uncontrollable, I contacted my VIP Manager through WhatsApp.

My messages were explicit. I explained that I believed I had a gambling problem, had lost more than I could afford, was attempting to recover losses and feared I would spiral again if the account remained available.

Most importantly, I repeatedly requested that my account be permanently closed.

These were not retrospective statements made after the losses forming this complaint. They were contemporaneous requests for intervention made beforehand, during a period of clarity in which I was trying to protect myself from my subsequent gambling behaviour.

No action was taken on those requests and my account remained available.

Why I reasonably used WhatsApp

Vegazone now relies upon Clause 7.1 of its Terms and Conditions, which states that account closure requests should be submitted to its support email address.

However, WhatsApp was an established channel for communicating directly with my VIP Manager. I had successfully used it shortly beforehand, was never informed it had been discontinued, and Vegazone continued publicly advertising WhatsApp for contacting my VIP Manager.

There is also contemporaneous live-chat evidence showing that I specifically raised that I was not receiving responses through WhatsApp. Despite this, Vegazone's representatives did not tell me that WhatsApp was no longer monitored or that communications sent there would not be actioned.

I therefore had no express notification that an established communication channel, which Vegazone itself continued to advertise, had ceased operating.

Subsequent losses

Approximately one month later, the outcome I had sought to prevent occurred.

During approximately eight hours, I deposited around AUD $100,000 through approximately 80–100 transactions while repeatedly gambling and chasing losses. My account remained operational throughout, with no responsible gambling intervention or welfare contact.

I do not conceal the time between my closure requests and these losses. It is central to my complaint. I requested permanent closure in advance precisely because I recognised that I could subsequently return to gambling and lose control again.

Had the permanent closure I repeatedly requested been implemented, the subsequent gambling through this account could not have occurred.

Vegazone's response

I raised a formal complaint and provided supporting evidence. Vegazone's Compliance Team rejected it, principally relying upon Clause 7.1 and stating that previous use of Take a Break did not create an indefinite monitoring obligation.

However, their Final Response does not adequately address the central evidence.

It does not explain why WhatsApp continued to be publicly advertised for contacting my VIP Manager; why I was never informed that it was no longer monitored; what happened to the responsible gambling disclosures and repeated permanent-closure requests sent there; why live-chat staff did not correct me when I expressly raised difficulties obtaining responses through WhatsApp; or how these circumstances were considered alongside my subsequent gambling escalation.

I therefore ask Casino Guru to independently review whether Vegazone appropriately handled my responsible gambling disclosures and repeated requests for permanent account closure.

I am seeking AUD $75,000 as resolution rather than the entirety of the approximately AUD $100,000 subsequently deposited/lost.

I have retained the WhatsApp communications, live-chat records, website evidence, account history and Compliance correspondence and can provide the complete records if required.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VegaZone 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, where the casino acknowledged your requests? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• Have you contacted support via email at support@vegazone.com at any point?
• When was the last time the casino allowed you to deposit?
• Could you please send me the evidence you sent to the casino when you asked them for a refund and their response to you?

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

Hi Tomas,

Thank you. I have now sent the requested information and supporting evidence to your email address, including the WhatsApp export.

Please let me know if you require anything further from me at this stage.

Kind regards,

Luke

Thanks for your reply and the explanation provided.

I also stated contemporaneously that Live Chat was directing me to my VIP Manager when I was asking for the account to be closed.

I apologize; however, in a communication where a live agent responded to your requests, you conditioned the account closure on receiving bonuses.

• Is there any communication you kept in which you disclosed your gambling issues, responsible gambling concerns, etc., and the casino dismissed them?

Kindly provide the evidence to my email at tomas@casino.guru for review.

Hi Tomas,

I have replied on Thursday to your latest question by email and have also provided the supporting evidence/material for your review.

Thanks,

Luke

Dear Henners,

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, Martin (martin.l@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 Henners,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the VegaZone Casino representative to enter the discussion.

Dear casino representative,

I would like to invite you to join this complaint and address how the player’s requests for permanent account closure were handled.

The player has provided a WhatsApp export containing explicit gambling-harm disclosures and repeated requests for permanent closure on 17–18 June 2026. This WhatsApp channel had previously been used by his assigned VIP manager and he seemed to have been redirected to this channel via the live-chat support team.

Could you please provide the player's complete transaction history from 18 June until the account was restricted or closed, including deposits, withdrawals, bonuses and net gameplay results? These can be sent to me at martin.l@casino.guru.

Additionally, in case you would like to disclose any specific information regarding this case and offer us your point of view, please let me know.

Thank you in advance for providing us with your view of the issue.

Hello Martin,

Thank you for your message. We have sent an email reply to you regarding the above.

Kind Regards,

Vegazone Team

Dear casino representative,

thank you very much for your swift response. I will update the thread soon.

Dear Henners,

since the authenticity and receipt of the WhatsApp messages is disputed, are you able to provide stronger evidence directly from the WhatsApp application on your phone?

Ideally, please send me a continuous screen recording showing you opening the conversation, displaying the contact information and telephone number, and scrolling from the earlier May exchange through the messages sent on 17–18 June. Please also show the delivery ticks and, if available, the "Message info" details for one or two of the permanent-closure messages.

If a screen recording is not possible, please provide uncropped screenshots showing the contact, dates, relevant messages, and delivery status. You can send the material privately to me at martin.l@casino.guru.

Dear casino representative,

Thank you for offering us your point of view.

While we verify the authenticity and delivery of the WhatsApp communications with the player, could you please provide the complete transaction history from 18 June 2026 until the account was closed?

The record should include all deposits, withdrawals, bonuses, balance adjustments, and net real-money gameplay results. This information is necessary to establish the player’s actual financial position during the disputed period if the earlier responsible-gambling communication is substantiated.

Please send the record privately to me at martin.l@casino.guru.

Hi Martin,

Thank you. I have sent you an email regarding the WhatsApp evidence and VegaZone’s position.

Thanks,

Luke

Dear Henners,

I have replied to your email. We will be awaiting the requested evidence, please provide it once you are able.