CryptoVegas Casino - The player's failed to close his account.

Hi,

I have an issue with Crypto.Vegas responsible gaming.

In short, I have requested 3 times on their site to close my account forever - without posibility of reopnening even if I ask them to do so.

They decided to ignore it first two times, and opened it regardless where I lost like 500-1000$. I don't care about that money.

However, after 2 times of failed requests, I have sent my last request to make sure that they will close it, and specificily told them not to open it up even if I ask, mentioned that twice in a mail.

But yesterday, on a simple request - they opened my account without any questions or anything.

I have deposited ~93$ on it, not a big amount - and today when I checked and emails, I saw that this is third time they ignored the requests. I was not supposed to even log in or deposit there.

But they don't care about responsible gaming.

After chatting with them, they don't even want to hear about possible refund of those 93$, and they say they will just close my account.

This is really bad for every player out there and I want to open up compliant to warn them, or for you to reevaluate their score, position and review on their site. This is really dangerous to most of the players.

When Casino Guru respond, I will provide emails sent to their support where I asked:

• to close my account forever, without posibility of reopnening
• to not open it up even if I ask them to do so
• chat transcript with the support where they ignored every posibility of refunding 93$, and they told me it is my fault that they ignored my request 3 times so far lol

Thanks, let me know the email where I can send all the proofs.

Hello Nesto3946,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

Thank you for your fast response.

To make it clear, I requested closing my account multiple times in span of few months, bad bonus structure and false advertisment was main cause mentioned in emails.

However, two times I requested them to close my account as only request, specifying that I want it closed without posibility of reopening - and to not open it even if I ask for them to open it.

They confirmed every time that they have closed my account and that I won't be able to open it up.

However, simple contact with their live chat, and account would be opened within few minutes and I could deposit again.

For example, in this email above (in March) - I wrote two times that even if I ask - they should not open it up.

After this mail, my account was opened again.

Then again, in the same month, I requested my account to be closed forever, even if I ask - they should not open it up. They even confirmed it.

However, two days ago, I went to live chat - and they opened my account without any problem or questions, and I deposited 93$. Looking back on multiple emails, where I requested they shouldn't open it, they do it any time.

There is whole chat transcript that I would like to provide in private, where they were kinda rude, and telling it is my fault for not following responsible gaming - despite sending them multiple emails requesting my account to be fully closed, without posibility of reopening even if I ask.

This casino does not follow any responsible gaming as they should, and it should be marked on your site as they have really good score, it should be re-evaluated so other players don't fall for same trap.

Thanks,

Let me know what additional details you require and I will send it.

I have emails, chat transcript etc saved.

Hello Nesto3946,

As mentioned above, unless you specifically mention self-exclusion, the casino may online close your account - you can even find it here in their self-exclusion policy (https://crypto.vegas/info/selfexclusion-policy)

Please try to send a permanent self-exclusion request (recommended to mention gambling issues or addiction as the exclusion is meant to such players).

If the casino will let you reopen your account even after that request, we might be able to help you with your case but currently the casino did nothing wrong as your account was just closed.

Let us know about your next step.

Hi Nick,

As you can see one of the email content in my previous response - it is explicitly said that I want my account fully closed without posibility of reopening even if I ask them to open it.

To which they replied it is done and I wont be able to play anymore in future and still reopening it. Self-exclusion is not mentioned as a keyword but the request was there without possibility of reopening and it was approved several times.

Pretty sure they have all chat transcripts where I asked them to do so, and they confirmed that I wont be able to reopen my account, but they still do after just one contact on live chat.

Hello Nesto3946,

Is there any screenshot showing that they confirmed the permanent account closure? Based on our experience, there is no such thing as permanent account closure as you can reopen it anytime if you request for it. The only permanent possibility is self-exclusion.

Please send the screenshot here or to nikolas.b@casino.guru.

Hi,

I am pretty sure casino can provide all my email requests where I stated several times that I don't want to play on their site anymore and that even if I ask they shouldn't open my account.

This has been done, and I got an response from them that they closed my account.

I even went further and asked them one more time to confirm that I won't be able to access my account even if I ask them to do so, and they confirmed it.

Unfortunately, I don't have all my previous email requests, but I am pretty sure Crypto.Vegas have and that they can provide it to you.

Thanks

Hello Nesto3946,

Do I understand it correctly that you are now not able to reopen the account?

As per previous deposits made after reopening your account - as mentioned above, if it was not a self-exclusion (only account closure), the player is unfortunately not eligible for a refund.

Hi Nick,

If you consider this as correct, fair and safe behaviour:

Me: Can you please close my account forever, without posibility of reopnening, even if I ask in future?

Them: Yes, we have closed your account.

Me: Can you please confirm that I won't be able to open it in future, even if I ask to do so?

Them: Yes, you won't be able to open your account in future.

then, I am fine closing this compliant as resolved.

But I would like to have it here (marked as resolved or not-resolved, I don't care).

I just want it here so future users can see how responsible gaming actually work, and if they don't say "self-exclusion" as a keyword in a process, they will never be able to stop playing on specific site - even if they were told that they won't be able to open it multiple times.

I don't care about the refund, I care about them telling me multiple times that I won't be able to reopen my account even if I ask, and every time they did it again. And I want to warn other players to go somewhere else where they won't be lied to.

Have a nice day.

Hello Nesto3946,

If you can provide a screenshot or an e-mail showing that conversation I will be glad to look at it but now it is basically only a written text by you and by the description you requested for account closure.

I will be now marking the complaint as closed. If you have any evidence which would turn around the case please forward it to nikolas.b@casino.guru and we can reopen the complaint anytime.

Best regards,

Nick