Vegas Hero Casino - The player's self exclusion failed.

Hi

I want to raise a complaint about this casino.

I am looking for help retrieving some funds back from them as I should never have been able to deposit and play on this site.

Back on 10/2/2018 I self excluded from the sister site casino cruise and this should have come in to effect for all sites under the same licence.

but they failed to put this in place for me

I have deposited and 7873 and withdrew 6212 - so I would just like help reclaiming the difference - as I didnt know this was a sister site and its only just come to my attention that I should have never been able to play here.

I spoke to advisors on chat support and email and they have confirmed that the account was self excluded and that it should have been closed across all sites

can you please help casino guru

thank you

Dear babsbh,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegas Hero Casino. Allow me to ask you a few more question before we would even try to contact the casino.

How did you request for self-exclusion in the sister casino? - Do you have any e-mail communication about the self-exclusion? What reason did you give to the casino for closing your account? For what period did you ask for self-exclusion?

I would like to also ask how is it possible that you have submitted a complaint on Casino Joy with the same deposit and withdrawal amount?

Looking forward to your answer.

Regards,

Nick

Hi

I requested account closure with the sister site casino cruise

I have added a screen shot of the confirmation from the casino and the confirmation that I should be closed on all sites

I asked for my account to be permantley blocked without a chance of being able to reopen below is a copy of the transcript in 2018 where I asked the account to be blocked forever

Dear Barbara, 

Thank you for contacting Casino Cruise Support with your request. 

Here is the requested transcript:

I don’t want to be able to re open it I want to be permanently blocked

Sent from my iPhone

> On 10 Feb 2018, at 08:50, Support <support@casinocruise.com> wrote:

>

> Dear barbara,

>

> This email is to confirm that your request for Account closure was received and your account has now been closed. Should you want to reopen your account, please contact us at support@casinocruise.com

> Best Regards,

>

> Security Team CasinoCruise Support

> support@casinocruise.com

The amount for this casino is correct I will check the other complaint and confirm the amount on their also

thanks for your help

Dear babsbh,

Please let me explain the difference between closing an account and 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 herself, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the 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, a player may ask for a refund.

Could you please provide the communication between you and the casino where they confirmed that your account was self-excluded? Please send it to nikolas.b@casino.guru. Please note that if you only requested for account closure and your account wasn't self-excluded, there is nothing we will be able to do. Looking forward to your answer.

Regards,

Nick

Email sent 🙂

Dear babsbh,

I haven't receive any e-mail from you yet. Could you please resend it to nikolas.b@casino.guru again?

resent 🙂

Dear babsbh,

Based on what we see in the e-mail, your account was closed in 2018 and not self-excluded. It was even mentioned in the e-mail that you may reopen it anytime. As you did not request for self exclusion or did not mention gambling addiction, the casino had no reason to self-exclude you. Could you please advise if you have any official e-mail from the casino which confirms the exact date of self-exclusion? If you were able to deposit since that date, only that amount is refundable.

Looking forwards to your answer.

Regards,

Nick

Hi

I have added some screenshots here where three advisors have confirmed that my account was SELF EXLCUDED and that I would not be able to play on their brand anymore

this is documented and noted by the casino themselves

as per their terms and conditions this should have automatically closed me across the brand and this was confirmed

also please see the screenshot from a copy of the conversation in 2018 - I told them I wanted the account closed with no chance of ever being able to reopen again - I really don’t think I could have been more clear here

they did say in the email that if I wanted to reopen I needed to contact them to do this / I NEVER contacted them to ask them to reopen or allow me to open any more accounts so that was never done

their ts and cs do not state i need to advise I have a gambling addiction - they just say I need to contact customer service which is what I did

on my side I have done everything correctly

look forward to you reply

thanks

Barbara

Dear babsbh,

I've checked the screenshots you have provided here but they are basicly the same as you have already sent us.

Yes, I can confirm that you have asked in 2018 for closing your account. However, closing and account and self-exclusion are 2 different things which I've already explained above. If you only close your account, you can reopen it anytime. As your account was closed in 2018 and not self-excluded, you could still reopen it as you did. Also from the screenshots, it is confirmed that your account is now really self-excluded - but this happend only this year not in 2018. Is there anything that would prove that you have been self-excluded in 2018? Unfortunately, if not, we will be forced to reject the complaint as the casino has done nothing wrong.

Looking forward to your answer.

Regards,

Nick

That’s ok your going to have to close it then which I think is completely unfair

their terms and conditions state that all I need to do is self exclude - it doesn’t mention anything about having to tell them about gambling problems so as a player how is someone supposed to know that??

can you please let me know how I contact their regulators and I will take it further on my side

I could suggest contacting the Licensing Authority here: https://www.mga.org.mt/support/online-gaming-support/. You will find the relevant link if you click on the Validator on the casino’s website. Thank you for your understanding.

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.