Vegasino Casino - Player's account closure request is ignored.

This casino does not respect the user's decision to close their account. Despite having requested closure by email and also by chat, I am told that the process will be initiated, but it remains open.

In the email, I state that I am a compulsive gambler from Spain registered with the appropriate body, and I want my account closed immediately. They do not comply, and I end up depositing and losing more money because of this.

I believe that closure decisions should be honored, and a casino with such a great reputation should not act this way.

I demand that the amounts wagered be refunded to me.

Hello jesusmoral1987,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegasino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise when exactly did you request for self-exclusion from the casino?
• Did you specifically mention your addiction to them?
• When was the last time you spoke to the casino and what was it about?

If possible, please forward the e-mail in which you requested the exclusion from the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

I have forwarded the email.

At first I was desperate and wrote via chat demanding my closure and asking why they let me gamble if I was on a gambling addiction registry in Spain.

They tell me to request the closure by mail, which I do.

Since I am a sick person, the next day I want to bet, I send a message via chat and they tell me that nothing happens, that the account stays open and I lose more money.

Knowing about my illness, they did not close the account, which they should have done immediately, as they did the last time I spoke via chat...

Greetings

Hello jesusmoral1987,

Unfortunately, your email request doesn’t mention that you have any issues with gambling addiction. Did you ever bring this up with them?

If not, please let them know as soon as possible so they can properly close your account.

Also keep in mind that if you are registered in your country specific register for exclusion, it has zero effect on any casino which is not licensed directly in your country so you were free to register there.

Looking forward to your response.

Best regards,

Nick

They being aware of my addiction to the game ignore it

You are complicit in promoting casinos that do not comply with regulations and I am going to report you on the illegal gambling page.

Hello Jesusmoral1987,

Please email the casino directly, clearly stating that you are experiencing a gambling addiction. As mentioned previously, registering your addiction within your country does not apply in this case, as the casino does not hold a Spanish license.

Once you've sent the email, kindly forward a copy to nikolas.b@casino.guru if you do not receive a response within a reasonable time.

I would like also to point out that the player is responsible for registering in any online gambling facility and it his his own responsibility to read all the terms and check if the casino is properly licensed in their country. It is not an excuse to find out later about these information and request a refund for it.

Best regards,

Nick

The casino has already closed my account. But between the time I told them I was a gambling addict and they closed it, I lost money that I shouldn't have lost because the account remained open.

Hello Jesusmoral1987,

I’m glad to hear that your account has now been closed.

However, I did not see any mention of gambling addiction in the screenshots you provided. If you have any evidence of this, please forward it, along with your deposit history from the casino, to nikolas.b@casino.guru. Without this proof, we won’t be able to move forward.

Best regards,

Nick

Sent everything by mail.

Hello Jesusmoral1987,

Thank you for the e-mail provided. Unfortunately, only 1 screenshot is visible there.

Would it be possible to resend all of them as attachments so we can review it?

Looking forward to your response.

Regards,

Nick

They were sent again yesterday.

Greetings.

3 days for each response... It's clear which side you're on.

Hello Jesusmoral1987,

Thank you for the e-mail provided.

I would like to remind that each party has 7 days to respond in the complaint.

Can you please clarify the exact date the casino close your account?

Looking forward to your response.

Regards,

Nick

I have explained the process step by step in detail. I am not going to waste any more time telling the same thing over and over again. I will send my complaint to the DGOJ and let them decide.

Please close this absurd process

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.