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 [email protected]
• 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 [email protected], and at the same time, include me in the copy of the email at [email protected]

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