Vegas Nova Casino - Der Spieler beantragt die Schließung seines Kontos und die Auszahlung der Gelder.

Hello, I have a problem with the game.

I deposited €800 at this casino.

I contacted them several times to close my account, and I even hired lawyers, but they didn't respond.

I have written to them several times requesting a self-exclusion, but they have not responded on their own. My last email was sent on June 19, 2026.

I was able to deposit 800 euros into my account without them closing it, and they are not responding to my emails.

Please help me get my deposited money back.

Hallo ich habe ein spielproblem ich habe

bei diesen casino 800€ eingezahlt

ich habe sie mehrmals kontaktiert das sie meine konto schliesen das ich anwälte beauftragt haben sie nicht reagiert

ich habe sie mehrmals angeschrieben das ich ein selbstauschuss beantrage von selber haben sie auch nicht reagiert letzete email habe ich am 19.6.2026 gesendet

so habe ich 800 euro einzahlung können auf mein konto ohne da sie mein konto schliesen auf meine emails antworten sie nicht

Bitte helfen sie mein eingezahltes geld zurück zu bekommen

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original email containing your self-exclusion request that you sent to the casino, rather than just a screenshot? My email address is veronika.f@casino.guru.
• Have you tried contacting the casino's customer support through any other channels, considering that your emails were unanswered? If so, which channels did you use?
• Have you previously communicated with the casino via email or live chat regarding any other matters?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I forwarded the email regarding the closure of my account.

I wrote to the support email address several times but received no reply.

I also sent an email explaining where the money went.

Something's not right with a completely different provider, Rolling Slots.

Hallo die email habe ich weitergleitet vom Schliessung meines kontos

ich habe nur an den support email mehrmals geschriben keine antwort erhalten

ich habe auch eine email gesendet wo das geld hingegangen ist an

einem ganzen anderen anbieter rollingslots da stimmt was nicht

Thank you for your email. Please also forward me any other messages you have sent to the casino's customer support demanding self-exclusion.

Is your account still open, or has it been closed in the meantime?

Have you tried contacting the casino's customer support through any other channels regarding your self-exclusion request, such as live chat or social media?

No, only email. My account was closed after I threatened them with lawyers.

But I haven't received a response regarding my self-examination.

I forwarded the self-discipline email to her.

Nein nur email mein konto wurde jetzt geschlossen nach dem ich mit anwälte gedroht habe

Aber über mein selbstauschuss habe ich keine antwort erhalten

Den selbstauschuss email habe ich an sie weiter gleitet

Thank you for your reply.

Could you please specify when exactly you deposited €800 into this casino?

Did you request the closure of your account before or after you made your deposit and lost it?

I deposited money between June 1st, 2026 and June 5th, 2026.

I immediately registered and informed them about my gambling addiction.

They ignored my emails, but I was still able to make a deposit.

Normally, when the account is deactivated

Can they send me anything more?

But they are violating game protection laws because I am receiving further emails about bonuses.

Am 1.6. 2026 bis 5.6.2026 habe ich geld eingezahlt

gleich meine anmeldung habe sie wegen spielsucht informiert

sie haben meine emails ignoniert ich konnte einzahlen trotzdem

normalerweise wenn das konto deaktiviert

ist können sie mir nichts mehr senden

aber sie verstossen gegen den spielschutz da ich weitere emails erhalte wegen bonus

I need to establish the exact timeline of events to determine whether we are able to assist you.

Between 1 June and 5 June, you deposited a total of €800 into this casino.

On 19 June, you explicitly requested to be self-excluded due to gambling addiction, and the casino subsequently closed your account. Based on the information currently available, we do not have any evidence that you requested self-exclusion before making deposits and incurring the losses.

Could you please confirm whether you have received any promotional emails from Vegas Nova since the day your account was closed? If so, kindly forward the full, original emails to me at veronika.f@casino.guru.

Have you tried unsubscribing from the promotional emails? This option should be available in the footer of the emails you receive from the casino. Has the casino also contacted you via SMS or through social media?

Dear Diana24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru