Vegas Hero Casino - Anmodning om lukning af spillerens konto afventer behandling.

Dear ladies and gentlemen, casino guru team, I wrote to the casino on 16 August that I am addicted and have family problems because of gambling

Please block my account immediately, unfortunately not successful as I have suffered losses

Please help

Sehr geehrte Damen und Herren casino guru Team habe das casino am 16 August angeschrieben das ich süchtig bin und Familien Probleme wegen Spiel habe

Bitte um sofortige Account sperren dauerhaft leider nicht erfolgreich wo dur ich Verluste erlitten Habe

Bitte um eure Mithilfe

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses as original emails? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika, I just sent you both emails

Hallo Veronika habe dir so eben beide Emails gesendet

Kind regards, B.

Mit freundlichen Grüßen B.

I have now lost 1735 euros

Habe jetz 1735 Euro verloren

I have now lost 2135 euros in total

Closing account is ignored

Habe jetz 2135 Euro verloren gesamt

Account schließen wird ignoriert

Thank you for your emails. Could you kindly confirm whether you responded to the email the casino sent you on 17 August, in which they asked you to confirm your decision to close the account?

Yes I have I have written to the casino 4 times and I also chatted as often

Kind regards, B.

Ja habe ich ich habe das casino 4 mal angeschrieben und ich chatt auch so oft angeschrieben

Mfg B.

Dear Veronika, vegashero.com has written to me 3 times that my account is closed, always with different names. I am waiting for a refund from 17.08.2025

Kind regards, B.

Liebe Veronika vegashero.com hatt mir 3 mal geschrieben das mein Account geschlossen ist immer wieder mit anderen Namen ich warte auf Rückerstattung ab dem 17.08.2025

Mit freundlichen Grüßen B.

Account would be closed on August 17, 2025 as confirmed by the email

Which of course is not true

The last deposits warm on 22.08.2025 as above in the screenshot

Kind regards, B.

Account würde am 17.08.2025 geschlossen wie die Email bestätigte

Was natürlich nicht stimmt

Die letzten Einzahlungen warm am 22.08.2025 wie oben in den Screenshot

Mit freundlichen Grüßen B.

Have you contacted the casino between August 17 and August 20?

Yes I have several screenshots above you can read it

Ja habe ich habe mehrere Screenshots oben können sie es lesen

Hello dear Veronika Vegashero has just made a withdrawal request by bank transfer. As soon as the money is available, I will close the ad.

Sincerely, Beteev

Hallo libe Veronika Vegashero hat so eben einen auszahlungs Antrag überweisung durchgeführt so bald das geld das ist werde ich die Anzeige schließen

Mit freundlichen Grüßen Beteev

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear besarion,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika

We’ve reopened this complaint at the request of besarion. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:

Sehr geehrte Damen und Herren

Leider würde mein Account wieder geöffnet obwohl es wegen Spiel süchtig und Familien Probleme geschlossen war habe jetz wider geld verloren

Bitte um Unterstützung

Dear besarion,

Could you please clarify whether you requested your account to be reopened, or if the casino reopened it without any action from your side?

If you did submit a request to reopen your account, kindly forward the relevant communication to me at veronika.f@casino.guru. Thank you for your cooperation.

An account was opened without my consent.

Account würde einfach geöffnet ohne mein Zustimmung

Online gambling providers licensed in Germany must adhere to strict player protection regulations. This includes, in particular, the immediate implementation of self-exclusion requests. If a casino continues to grant access despite a clear request for self-exclusion, this can constitute a breach of legal obligations to protect players – and this gives those affected the right to reclaim any stakes lost during that period.

The situation becomes even clearer if the casino doesn't have a German license at all. Without a valid license, contracts for online gambling are generally invalid in Germany. In practice, this means that not only subsequent deposits, but often all deposits can be reclaimed. Especially with long-term gambling histories, this can often amount to a considerable sum.

Anbieter von Online-Glücksspielen, die in Deutschland zugelassen sind, müssen strikte Vorgaben zum Spielerschutz befolgen. Dazu zählt insbesondere, dass ein Selbstausschluss unverzüglich umzusetzen ist. Wenn ein Casino trotz eines klaren Sperrwunsches weiterhin den Zugang erlaubt, kann dies ein Verstoß gegen gesetzliche Schutzpflichten sein – und das eröffnet Betroffenen die Möglichkeit, ihre in dieser Zeit verlorenen Einsätze zurückzufordern.

Noch deutlicher wird die Situation, wenn das Casino überhaupt keine deutsche Erlaubnis besitzt. Ohne gültige Lizenz sind Verträge über Online-Glücksspiele in Deutschland regelmäßig unwirksam. Das bedeutet in der Praxis: Häufig lassen sich nicht nur spätere, sondern sämtliche Einzahlungen zurückverlangen. Gerade bei langfristigen Spielverläufen kommt dabei oft eine beträchtliche Summe zusammen.

Dear besarion

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello besarion,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Vegas Hero Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

We would like to ask the casino 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 may negatively affect its rating.

Dear all,

thank you for contacting us.

We just wanted to let you know that we are checking the case and will provide a response as soon as possible.

Thank you for the understanding.

Best Regards,

Team VegasHero

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

We would like to ask the casino 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 may negatively affect its rating.

Dear besarion,

We would like to inform oyu that we have contacted you via email.

Please check it when possible.

Best regards,

Vegashero Team

Dear casino representative,

thank you for your response.

Dear besarion,

please keep us updated on the situation. Have you received the email from the casino representative?

I've lost more than you're saying.

Habe mehr verloren als was ihr angibt

Dear besarion,

thank you for keeping us updated.

Dear casino representative,

please provide us with the user's deposit and wager history. You can send it to martin.l@casino.guru.

Dear Martin,

Thank you for your patience.

We would like to inform you that we have sent you requested data via email. Please check it when possible.

Best regards,

Vegashero Team

Dear casino representative,

thank you for providing us with the requested evidence.

Dear besarion,

the casino representative has provided us with a report from your gaming account. At this point it truly seems you have deposited 216 EUR after the reopening. We therefore consider this to be the correct refund amount. Please let us know, whether you are willing to accept this offer.

I assume

Nehme ich an

Dear besarion,

We would like to inform you that we have contacted you via email. Please check it when possible.

Thank you for the cooperation.

Best regards,

Vegashero Team

I have sent you my bank details; please issue an immediate refund.

Habe euchbdie Bankdaten gesendet bitte um sofortige Rückerstattung

Where is the transfer?

Wo bleibt die Überweisung

Dear besarion,

Thank you for the patience.

We would like to inform you that the request has been forwarded to the relevant tea,. Once it is completed we will inform you immediately.

Best regards,

Vegashero Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear besarion,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin