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VIOLATION OF SELF EXCLUSION

On 21/09/24 i made a successful self exclusion request to vegasino.On 24/05/25, i managed to get access to my account(the same initial and unique account in casino).I didn,t get any message or mail from support team, i didn't have any communication and i could deposit from the very first time, resulting to loosing money.Struggling with my addiction i was self excluded from numerous casinos and somehow this worked.But not in this occasion.Could you please help me?

Dear Christos_min,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced regarding your self-exclusion at Vegasino.

To better understand your situation and proceed with our investigation, could you please clarify the following points:

• Can you confirm whether you had any communication (emails, chats, etc.) with the casino either before or after your self-exclusion request on 21/09/2024?
• Did you receive any confirmation from the casino that your self-exclusion request was processed successfully? If so, please provide a screenshot or copy of that message.
• Could you confirm the date and method used to regain access to your account on 24/05/2025?
• Were there any changes in your account details (email, name, device, etc.) between the time of self-exclusion and your later access?
• Finally, could you let us know the exact reason you initially requested the account closure?

Please feel free to forward any relevant communication or documentation to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I requested self-exclusion for reasons of addiction, as i explained to the casino support team.I didn't make any changes to my account at all.The support team informed me that my request was processed successfully(i sent the emails).On 24/05/2025 i managed to get access to my account, simply by logging in, without any communication between me and the casino.

Hi,

Thank you very much for your cooperation so far.

To ensure we fully understand the sequence of events in your case, could you please confirm the following timeline:

• 20.09.2024 – You sent an email to the casino mentioning addiction-related issues and requested self-exclusion.
• 21.09.2024 – The casino responded: "We would like to inform you that your account has been closed upon your request."
• 24.05.2025 – You contacted the casino stating that you had regained access to your account and reminded them that your original request in September 2024 was made due to a gambling problem.
• 24.05.2025 – The casino replied: "In conformity with our Terms and Conditions, any balance in your game account will be voided during the process. Please confirm your decision and acknowledgment by replying to this email."
• 24.05.2025 – You confirmed the request.
• 26.05.2025 – The casino confirmed that your account had been closed again.

If this timeline is accurate, it appears that the casino should never have allowed you to regain access to your account in the first place, especially after your initial self-exclusion request explicitly mentioned gambling addiction. Reopening an account under these circumstances represents a serious breach of responsible gambling protocols.

To continue with our review, could you please confirm:

• How much did you deposit in May 2025 before the account was blocked again?
• What was your account balance at the time of the final closure on 24.05.2025?

This information will help us further evaluate the extent of the issue and proceed accordingly.

Thank you in advance for your reply.

The timeline is totally accurate, as it appears in the mails between be and casino.

I deposited totally 1800euro before the account was blocked again.

I had zero euro at the time of final closure.

Thank you very much, Christos_min, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Christos_min, nice to meet you again!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Vegasino Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Christos_min,

Thank you for reaching out to us.

We apologize for the situation.

We are currently looking into it, and we will contact you with an update as soon as possible.

Best regards,

Vegasino Team

Dear Vegasino Team, please keep us in the loop as well, and if the account has been reopened after being previously closed due to the gambling addiction, we will ask for a refund of all the deposits, minus any withdrawals and winnings.

Dear Christos_min,

We are deeply sorry for the delay and any inconvenience this may cause. Please be assured that we are working on your case with high priority and will provide you with further updates in the nearest time.

Thank you for your patience and cooperation.

Best regards,

Vegasino Team

Dear Vegasino Team, in case you need to share some sensitive information or internal system screenshots as a proof, this can be sent to me via e-mail to matej.l@casino.guru.

Dear Christos_min,

We have sent you an email concerning your refund request.

Please check the offer and let us know in order to proceed accordingly.

Best regards,

Vegasino Team

Dear Christos_min,

We have received your bank details.

Moreover, we have begun the refund process, once complete we will let you know.

Best regards,

Vegasino Team

Dear Christos_min,

We are happy to confirm that your refund has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to your bank standards.

If you have any more questions, please let us know!

Best regards,

Vegasino Team

Thank you for the confirmation Vegasino Team, much appreciated. :)

Once the player confirms reception of the money, we can close this complaint as resolved.

I confirm the reception of the money.Thanks a lot!

Dear Christos_min,

I am very happy to hear that your issue has been resolved, and would like to thank Vegasino Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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,

Matej

Casino.Guru