Vegasino Casino - Spillerens anmodning om selvudelukkelse blev forsinket.

On 26.02.2025 at 08:53 I sent an email to asked for self-exclusion.

The account was only deleted 27 days later after repeated requests.

In the meantime, approximately 9,000 euros were deposited. The account was not closed within 24 hours, as stated on the website.

Support didn't respond to a request for an amicable settlement. An email to complaints returned undeliverable after several days.

Ich habe am 26.02.2025 um 08:53 Uhr per Mail an support@vegasino.com um Selbstausschluss gebeten.

Das Konto wurde erst 27 Tage später nach mehrmaligem Nachfragen gelöscht.

In der Zeit dazwischen wurden ca. 9000 Euro einbezahlt. Konto wurde nicht, wie auf der Webseite steht, innerhalb von 24 Stunden geschlossen .

Support reagiert nicht auf Anfrage nach gütlicher Einigung. Mail an complaints kam nach mehreren Tagen unzustellbar zurück.

Dear aabbcc89, Thank you very much for submitting your complaint. I'm very sorry to hear about your negative experience.

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).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can reach me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica,

I sent an email.

Hallo Veronika,

ich habe eine Mail geschickt.

Thank you for your email.

As mentioned in my first reply, please forward me the account closure requests you sent to the casino, along with the casino’s responses at veronika.f@casino.guru. Rest assured that these emails will not be published anywhere, and your personal information will remain confidential. We need to review this information to investigate your case.

Looking forward to your response.

I have forwarded ALL emails to you.

Ich habe Ihnen ALLE Mails weitergeleitet.

Thank you for your emails.

Could you please confirm whether you mentioned gambling addiction as the reason for your account closure request for the first time on 19 March?

Also, have you made any deposits into the casino after that date?

Thank you in advance for clarifying this. I appreciate your cooperation and hope we’ll be able to move forward with your case soon.

I stated the reason after being asked. However, my emails were ignored for weeks. When you request to close your account, you are asked for a reason.

According to the website, you don't need to provide a reason when requesting self-exclusion (see screenshot in the emails from the website).

Nevertheless, I stated the reason when I was asked about it weeks later. In a second email that I sent and also forwarded to her.

And yes, I was still able to deposit money after that. About 600 euros until the account was closed.

Ich habe den Grund benannt, nachdem ich danach gefragt wurde. Allerdings wurden meine Mails ja wochenlang ignoriert. Bei dem Wunsch nach Kontoschließung wird man nach einem Grund gefragt.

Laut der Webseite muss man zunächst keinen Grund angeben, wenn man um Selbstausschluss bittet. (siehe Screenshot in den E-Mails von der Webseite)

Dennoch habe ich den Grund benannt, als ich nach Wochen danach gefragt wurde. In einer zweiten Mail, die ich nachgeschickt und auch an sie weitergeleitet hatte.

Und ja, auch danach konnte ich noch Geld einbezahlen. Ca. 600 Euro bis zur Schließung des Kontos.

The casino states that if you request self-exclusion, your account will be closed within 24 hours. In that case, you should ask for a reason within that time, not three and a half weeks later.

If you would like to submit a complaint, the website describes exactly what the subject line should be and what information is required.

I would like to point out that my email to the complaints office was returned undeliverable a few days later.

This isn't the case with the self-exclusion request. It simply says: Email support. I've done this, multiple times.

Das Casino schreibt, dass das Konto bei Wunsch nach Selbstausschluss innerhalb von 24 Stunden geschlossen wird. Dann sollte es auch innerhalb dieser Zeit nach einem Grund fragen und nicht erst 3 1/2 Wochen später.

Möchte man eine Beschwerde einreichen ist auf der Webseite ja auch genau beschrieben, was im Betreff stehen muss und welche Angaben benötigt werden.

Wobei ich dazu anmerken möchte, dass meine Mail an die Beschwerdestelle einige Tage später unzustellbar zurück kam.

Ist bei dem Selbstausschluss-Wunsch nicht so. Da steht lediglich: Mail an Support. Dies habe ich getan. Mehrfach.

Dear aabbcc89,

We apologize for any inconvenience this may have caused.

We are reaching out to confirm you of the status of your account, which is currently closed, and that your account has been successfully unsubscribed from receiving any further communication.

In relation to your refund request, we have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

Vegasino Team

Thanks

Danke

Dear aabbcc89,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Vegasino Casino Team

Hello,

I didn't receive an email.

Hallo,

ich habe keine Mail erhalten.

Please resend the email. I didn't receive it. Thank you.

Mail bitte erneut senden. Habe sie nicht erhalten. Danke

Dear Vegasino Casino representative,

Thank you for getting in touch with us and assisting the player.

Dear aabbcc89,

Could you please confirm whether you have checked your spam or promotions folder to see if the email from the casino may have been redirected there?

Also, could you kindly forward me the email you received from the casino? My email address is veronika.f@casino.guru.

Thank you for your cooperation.

Hello, everything checked - no mail received

Hallo, alles überprüft-keine Mail erhalten

I'm waiting for Vegsino Casino to send me the email I'm supposed to check. I haven't received one yet.

Ich warte darauf, dass Vegsino Casino die Mail an mich sendet, die ich prüfen soll. Bislang keine Mail erhalten.

Hello. Still haven't received an email from Vegasino.

Hallo. Immer noch keine Mail von Vegasino erhalten.

Thank you very much, aabbcc89, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello aabbcc89, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. While waiting for the casino's response, could you please share your cashier history wit hus, showing both deposits and withdrawals made since 26th February, please?

I’d like to invite a representative of Vegasino Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hello,

On March 27, I requested an analysis of my deposits (there were no withdrawals) through my then VIP manager. He wrote to me that he had forwarded it to the relevant department, but that the analysis could take up to 30 days. I haven't received anything yet.

I can no longer access my casino account, making it difficult to compile all my deposits. This is why I requested an analysis from the casino.

What additional information? I had already forwarded all the (sometimes desperate) emails I had sent to Vegasino support, requesting self-exclusion and subsequent final blocking of my account, to her colleague Veronika.

Veronika apparently already contacted the casino, and they apparently sent me an email to verify my details. However, I NEVER received the email.

I would ask you to contact the casino representative so that this email can finally be sent to me so that I know what the casino is saying.

Thanks

Hallo,

ich habe am 27. März eine Auswertung meiner Einzahlungen (Auszahlungen gab es keine) über meinen damaligen VIP-Manager angefordert. Er schrieb mir, dass er es an die zuständige Abteilung weitergeleitet hat, die Auswertung jedoch bis zu 30 Tage dauern kann. Bislang habe ich nichts erhalten.

Ich kann auf das Casino-Konto nicht mehr zugreifen, somit wird es schwierig, alle Einzahlungen zusammenzustellen. Aus diesem Grund hatte ich ja auch eine Auswertung vom Casino angefordert.

Welche zusätzlichen Informationen? Ich hatte alle (teilweise verzweifelte) Mails, die ich an den Support von Vegasino geschickt hatte, mit der Bitte um Selbstausschluss sowie anschließend um endliche Sperrung meines Kontos bereits an ihre Kollegin Veronika weitergeleitet.

Das Casino wurde von Veronika offensichtlich auch schon kontaktiert und man hat mir anscheinend eine Mail zur Prüfung geschickt. Allerdings habe ich diese Mail NIE erhalten.

Ich würde sie bitten, auf den Vertreter des Casinos zuzugehen, damit mir diese Mail endlich zugeschickt wird, damit ich weiß, was das Casino schreibt.

danke

I have not yet received an analysis of my deposits, even though 30 days have passed.

Eine Auswertung meiner Einzahlungen habe ich noch nicht erhalten, obwohl die 30 Tage vergangen sind.

Hello aabbcc89,

We have been waiting for you as we had sent an email to you on 15th April, 2025. Please share an update, so we can proceed further.

Best regards,

Vegasino team.

I NEVER received this email! I've already communicated here several times. Please resend this email to me. Please forward the original email so I can see where you sent it. Please check your email address. Thank you.

Ich habe diese Mail NIE erhalten!!!! Habe ich hier bereits mehrfach kommuniziert. Bitte diese Mail erneut an mich versenden. Bitte um Weiterleitung der ursprünglichen Mail, damit ich sehe, wohin sie die geschickt haben. Bitte Mailadresse überprüfen. Danke

Dear Vegasino team, could you please re-send the e-mail to the player, and keep me CCed into any further communication? That way I can stay up to date with the current events, as well as confirm whether anything has/has not been sent in between. Thank you all.

Dear aabbcc89,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Vegasino Casino Team

@Matej

I have forwarded the email to you

@Matej

ich habe ihnen die Mail weitergeleitet

@vegasino - I replied to the email

@matej - You are in copy

@vegasino - ich habe auf die Mail geantwortet

@matej - Sie sind in Kopie

Dear aabbcc89,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Vegasino Casino Team

@vegasino - I replied to the email

@matej - You are in copy

@vegasino - ich habe auf die Mail geantwortet

@matej - Sie sind in Kopie

@vegasino : please answer my mail(s)

@matej : did you receive the emails?

@vegasino : bitte beantworten sie meine Mail(s)

@matej : haben Sie die Mails erhalten?

Dear aabbcc89, thank you for CCing me into the conversation. I have received, and read through the messages up to this date.

On one hand, the casino is correct. In your message on the 26th February, you have not mentioned anything regarding gambling addiction. Because of that, the casino has taken your request as a normal account closure, which usually takes longer - as a protection against moody players who wants to close their account every time they lose a lot of money, then request reopening it few days later. In all this time it was assumed you are not a gambling addict, therefore you are able to simply stop depositing and playing in the casino, until the account gets closed.

With this being said, we believe that a casino with 8,9 safety rating should always investigate the reasons for player's self-exclusion request, as many times this is the first step in seeking help. Also, many players tends to avoid words like "gambling addiction" altogether, which makes self-exclusion extra tricky to achieve properly.

Because of this, I would like to ask the Vegasino Casino Team, whether you would be willing to make a compromise and meet somewhere in the middle regarding the player's refund amount request.

Dear aabbcc89,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Vegasino Team

@matej: the casino has responded to me again by email… I am forwarding the email and ask you to contact the casino and ask if this is the last offer.

@matej : das Casino hat mir erneut per Mail geantwortet… Ich leite die Mail weiter und bitte Sie, auf das Casino zuzugehen und nachzufragen, ob dies das letzte Angebot ist.

A note from me for players in my situation: even if it is not explicitly requested, GAMBLING ADDICTION should be stated as the reason for a self-exclusion request in the very first email to support.

I wasn't asked about it until 3.5 weeks after my first email, after I repeatedly requested to be excluded. I responded that same day.

Note to Vegasino: It should be clear on the website that gambling addiction must be stated directly as a reason for the request to be responded to! Currently, it only says: Mail to - I assumed the email would be responded to within 24 hours.

Anmerkung von mir für Spieler in meiner Situation: auch wenn es nicht offensichtlich gefordert wird, sollte bereits in der allerersten Mail an den Support SPIELSUCHT als Grund für einen Selbstauschlussantrag angegeben werden.

Ich wurde erst 3 1/2 Wochen nach meiner ersten Mail, auf wiederholte Bitte von mir, mich auszuschließen, danach gefragt. Ich habe noch am selben Tag geantwortet.

Anmerkung an Vegasino: es sollte auf der Webseite ersichtlich sein, dass SPIELSUCHT direkt als Grund angegeben werden muss, damit auf den Antrag reagiert wird! Bislang steht da nur: Mail an support@vegasino.com - ich bin davon ausgegangen, dass auf die Mail reagiert wird. Innerhalb von 24 Stunden.

Dear aabbcc89,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

VegasinoTeam

@Vegasino - I received the email.

@Matej - I forwarded the email to you

@Vegasino - habe die Mail erhalten.

@Matej - habe die Mail an Sie weitergeleitet

Thank you for the CC and keeping me up to date, aabbcc99. Much appreciated.

Dear VegasinoTeam, could you please discuss internally the fact that after the originally sent self-exclusion request by the player, nobody from the support team (or the VIP managers) has inquired about the reason? We believe that casino with such high safety index rating as yours should have this as a standard procedure, to be able to discern between gambling addiction and the usual account closure.

I would also like to ask, if there is any chance for a goodwill gesture and increasing the refund value, given the statement above.

Dear aabbcc89,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

VegasinoTeam

@Vegasino: Mail was read and answered

@Matej: Mail was forwarded including my answer and thank you

@Vegasino: Mail wurde gelesen und beantwortet

@Matej: Mail wurde inklusive meiner Antwort weitergeleitet und danke

Thank you for keeping me in the loop, much appreciated :)

As the settlement amount has been agreed to by the player, I am adjusting the disputed amount within this complaint as well. We will wait for the confirmation of the money being received, before closing this complaint as resolved.

I will get back to you as soon as the money has been received

Ich melde mich hier erneut, sobald das Geld eingegangen ist

Money has been received

Thanks to Casino Guru for the help

@vegasino - Thanks for letting us finish it

Geld ist eingegangen

Danke an Casino Guru für die Hilfe

@vegasino - Danke, dass wir es abschließen konnten

Dear aabbcc89,

I am very happy to hear that your issue has been resolved, and would like to thank Vegasino Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru