Vegasino Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

Hello, I used to use the Vegasino casino and played 10 burning Heart frequently, until I got addicted. When I realized I had already lost more than 3,000 euros, so I sent an email to the casino on 20/11 asking to delete my account. They didn't do it and yesterday, 2/12, I ended up relapsing and asking for 600 euros there.

I would very much like the casino to close my account and give me back the 600 euros, because if they had closed my account as I asked, I would never have deposited since I have already been self-excluded from all casinos by SRIJ.

I leave an image of the email I sent with the deposits made yesterday and also confirmation from the support that the email is correct.

Olá, eu era utilizadora do casino Vegasino e jogava no 10 burning Heart frequentemente, até que me viciei. Quando me dei conta já tinha perdido mais de 3 mil euros, então enviei um email ao casino no dia 20/11 a pedir a exclusão da minha conta. Eles não o fizeram e ontem dia 2/12, acabei tendo uma recaida e pedir 600 euros la.

Eu gostaria muito que o casino encerrasse a minha conta e que me devolvesse os 600 euros, porque se eles me tivessem encerrado a conta como eu pedi nunca teria depositado uma vez que já tenho autoexclusão em todos os casinos pelo SRIJ.

Deixo imagem do email que enviei e com os depositos realizados ontem e também com a confirmação do suport de que o email é o correto.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@vegasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Vegasino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi, I still have access to the account. I spoke to the casino's live chat about my gambling addiction and there they asked me to send the email asking them to delete my account as soon as possible (as you can see in the screenshot above). Unfortunately, I didn't expect this to happen so I didn't save the message, I just have the email asking to be deleted. Anyway, yesterday I talked to them about it and they asked me to send the email again, just like I did.

As for the deposit, the last time was 2/12. In total it was 700€ (100€+250€+250€+100€).

I still haven't sent the closure email again so that I can go to the account history if necessary to resolve the case.

Olá, eu ainda tenho acesso a conta. Falei com o chat ao vivo do casino sobre o meu vicio no jogo e foi lá que me pediram para enviar o email a pedir que me excluíssem a conta o mais rapidamente possível (como tem o print no email acima). Infelizmente não que isto fosse acontecer por isso não guardei a mensagem, apenas tenho o email a pedir a exclusão. De qualquer modo ontem conversei com eles sobre o assunto e voltaram a pedir que enviasse o email tal como eu fiz.

Quanto ao deposito, a ultima vez foi fia 2/12. Num total foram 700€ (100€+250€+250€+100€).

Ainda nao enviei novamente o email de encerramento para que eu pudesse ir ao histórico de conta caso seja necessário para resolver o caso.

Thanks for your reply.

• Could you please confirm you contacted the casino and requested a self-exclusion according to our recommendation?
• Have you included the reason for self-exclusion in your request?
• Was your self-exclusion already processed?

Please let me know.

Hello, I've already told them that I want to self-exclude via chat, I've explained my whole situation and I'm still able to log into the account

Olá, já lhes disse sim que queria a auto exclusão pelo chat, já expliquei toda a minha situação e ainda continuo a conseguir entrar na conta

Hi, I don't know if it's because you contacted them, but they've only just replied to my email about deleting my account. They also confirmed that they had my email on file.

In this sense, I would like them to give me back the money I deposited on 2/12 because they didn't delete my account.

Olá, na sei se foi por entrarem em contacto com eles, mas so agora responderam ao meu e-mail da exclusão da conta. Bem como confirmaram que tinham o meu email em arquivo.

Nesse sentido reforço mais uma vez que gostaria que me devolvessem o dinheiro que depositei no dia 2/12 devido a nao me terem excluído a conta.

Thanks for the update.

We can assist you with a refund request of funds that were used for gambling only if you informed the casino about your gambling issues and the casino failed to protect you. A simple account closure is not a signal enough for us to conclude the casino should have protected you from further gambling.

Could you please advide whether you informed the casino about any such issues via live chat? Have you saved communcation with the casino as evidence?

Please provide it to my email at tomas@casino.guru

Looking forward to your reply.

I don't have proof of this, but I can log into the account right now, talk to the live chat and send you a screenshot. In fact, even after I opened this complaint and talked to them, they still haven't deleted the account and even wanted to offer me a bonus of 100€ (x1) so I wouldn't cancel the account

Eu não tenho uma prova disso, mas posso e entrar neste momento na conta, conversar com o chat ao vivo e vos enviar print disso. Inclusive, mesmo apos ter aberto esta reclamação e ter conversado com eles ainda não eliminaram a conta e ainda quiseram me oferecer um bonus de 100€ (x1) para eu não cancelar a conta

I am sorry to hear that.

First, as the next step, please send the self-exclusion request according to the template I shared with you in my initial post. Include me in the copy of the email.

Second, if you already sent a similar self-exclusion request to the casino earlier via email, please forward it to me as well. Make sure the information about the time, the sender, and the recipient's address is included.

Please share with me your interaction with the live chat regarding your gambling addiction and what the support responded.

Thank you in advance for your cooperation.

My email is tomas@casino.guru

Hello, since I haven't received any more messages from you, I've contacted the casino and my account has already been deleted.

I would really like to get my money back

Olá, entretanto como nao recebi mais mensagens da sua parte acabei de entrar em contacto com o casino e já tenho a conta excluída.

Neste momento queria mesmo reaver o meu dinheiro

Thanks for the update. I apologize for any misunderstanding.

Without evidence of disclosure of the gambling problems to casino support, we are unable to support your request for the return of money that was used for gambling. Unanswered account closure requests aren't sufficient grounds for us to conclude you should have been protected from gambling, and therefore, we can't pursue a refund on your behalf.

Since you confirmed your account was closed, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.