Sxvegas Casino - Player’s attempts to close his account have been overlooked.

I asked them to close my account several times and they refuse. They also display a recent winners on their homepage with huge wins and I asked customer service how could someone win that amount of money here when your Max cash out is 10x of the deposit. They refused to answer that question also.

This casino is misleading

Dear sting454,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence, unfortunately, I haven’t found the Responsible Gambling section.

I would recommend sending an email including all the relevant information to support@sxvegas.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Best regards,

Petronela

I just checked my account at sxvegas.com. It is still open and running. Apparently they feel as long as it's open there is always a chance for me to deposit and play. Well that will never happen again especially with there casino score and the fact that it is impossible to win there.

Please send one more email and specify for how long you wish your account to be closed and clearly state the reason why. 

Meanwhile, please allow me to explain the difference between closing an account and a self-exclusion:

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

Closing an account is simple and has almost no impact - a player can reopen an account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If the 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’s are addicted/with gambling problem)

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

Please let me know if this advice was helpful or we need to intervene. Thanky you very much in advance.

I know about self exclusion except the RTG platform casinos do not have this option. Rivals Saucify based casinos on the other hand do have this option. I would have used the self exclusion option if I could. As for Sxvegas. I do not intend on every returning especially based on the score that casino guru has given them. I lost a lot of my there. I guess I could sign on and add it up. Maybe I will. but how could I ask for a refund. That would be wonderful. Well I signed into my account at Sxvegas. Amazingly there were no deposits from my previous membership. There are no records that I was a member or that I played there before. There were on 2 deposits in the month of June 06/2021. That is very odd. I search the year of 2021 and 2020, nothing came up in the searches. I guess when your not a licensed casino you don't need to keep proper records. This casino is sleazy...They deserve a zero score= from Casino Guru.

As I stated earlier, please send one more email and specify for how long you wish your account to be closed and clearly state the reason why. 

If you have requested a self-exclusion previously, please forward any supporting evidence and emails to petronela.k@casino.guru. Thank you very much in advance.

Thank you, sting454, for your reply. Please forward the actual emails to me. I would like to collect all the relevant information and supporting evidence before we will confront the casino.

Thank you very much, sting454, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sting454.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you Jozef, Good Luck

Dear sting454.

I am sorry, but I have just miss clicked, thank you for the notification.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear sting454.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website, which is already bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website.

Best regards, Jozef