VasyCasino - The player's self exclusion is ignored.

Das casino weigert sich seit Wochen mein Konto zu schließen. Ich wies auf spielsucht hin. Sollte ich alles per Email schreiben. Habe ich getan mit Ausweis und und adressnachweis damit es gesperrt wird. Casino reagiert auf keine Email. Sowas verstößt gegen das Spielerschutzgesetz. Ich werde mir überlegen regressansprüche gegen dieses casino geltend zu machen

Hello Heiko004,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with VasyCasino.

Please allow me to ask you a few more question before we would move forward.

What was the exact date when you mentioned them the gambling addiction? How fast after that did they respond to you? Did you send them all the verification details when they requested them? When was the last time they responded to you? Do you have any balance left on the casino account and did you deposit anything since your first request?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hallo ich habe vor 2 Wochen und vor einer eine Email geschrieben das sie mein Konto sperren sollen wegen spielsucht. Habe nach der ersten Email vor 2 Wochen eine Email erhalten das sie dazu meinen Ausweis und einen adressnachweis brauchen habe dann per Email alles gesendet und nochmals gebeten mein Konto zu schließen. Meine Emails werde alle ignoriert, ja hab weiterhin eingezahlt und habe noch ein Guthaben von 0,09 Cent

Hallo was ist jetzt? Mein Konto ist immer noch geöffnet ich möchte mein Geld zurück von diesem casino

Hello Heiko004,

Did you forward all the documents which the casino requested to them? If yes, when? Can you please forward the e-mail communication between you and the casino to nikolas.b@casino.guru?

Regards,

Nick

Ich habe Ihnen alles per Email gesendet

Hello Heiko004,

Thank you for the e-mails. Could you please advise how much did you deposit into the casino after you sent them the verification documents?

40€

Thank you Heiko004 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Heiko004,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite VasyCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear VasyCasino Team,

Could you please explain to us the player's situation and clarify the above-mentioned issues?

Thank you in advance for providing the information.

Danke für eure Mühe ich befürchte das casino hält sich an keine Regeln

Und gibt es Neuigkeiten?

Unfortunately, there is no news yet. My attempts to contact the casino also outside this open thread were unsuccessful. However, I will keep trying it, until the second timer elapses.

We would like to ask VasyCasino Team to reply to this complaint. 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’, which will have a negative impact on the casino's rating.

Dear Heiko004,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help.

Best regards,

Branislav, Casino.Guru