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Hello, another case of ignorance.

Many hours ago, I formally requested self-exclusion due to gambling problems! 150 euros later (a total of 10 deposits), there's been a significant delay in response, along with standard questions like, "Can you tell us the reason?" Hello? Gambling problems? Impossible.

hallo ein weiterer Fall von Ignoranz

vor vielen Stunden beantragte ich ordentlich einen selbstausschluss aufgrund von spielproblemen ! 150 Euro später (insgesamt 10 Einzahlungen ) stark verzögerte Reaktion bzw. Standard Fragen wie können sie uns den Grund nennen ??? Hallo ? Spielprobleme ? Unmöglich

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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 I can better understand the situation.

• Could you please advise whether your account has been blocked or remains accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share a more detailed timeline of events, specifically concerning your interaction with support and the deposits you made to the casino?
• Could you please share your self-exclusion requests along with the casino's responses? Please send the information to my email at tomas@casino.guru, make sure the recipient and the sender information are visible.

If your account is still accessible to you, as the next step, I would recommend that you send another request to support@vegasino.com, but this time, include me in the copy of your email.

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://casinoguru-de.com/ratgeber-verantwortungsvolles-spielen

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, thank you for your help! I'm afraid I didn't phrase it quite clearly enough! I've sent you everything! Best regards

Hallo ..danke für die Bearbeitung! Ich befürchte ganz so eindeutig habe ich es nicht formuliert ! Habe ihnen alles geschickt ! viele Grüße

Thanks for sharing your exchanges with casino support with me. I am glad to learn that the casino closed your player's account.

The communication between you and the casino seems to have started approximately at the same time you filed a complaint on casino.guru.

• Since when have you been trying to protect yourself from further play?
• Could you please share your first self-exclusion attempt addressed to support?
• When did you make the 150€ deposit to the casino, approximately?

Please let me know.

Dear Andreanders,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru