Vegas Hero Casino - La cuenta del jugador no se ha cerrado según lo solicitado.

I requested this on the 21st have since made several deposits which I shouldn’t have been able to do if they had closed my account as requested. I dispute the £1200 in deposits and further wish to close my account indefinitely and with immediate affect.

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Dear El85,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I have read the casino's T&C's and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@vegashero.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

To better understand the situation, please answer the following questions.

• Do I understand correctly that you still have access to your account?
• Did you request an account closure to support@vegashero.com?
• Have you used the same email address as your casino account to contact the casino with the request to close your account due to gambling addiction?
• Please send forward all your account closure requests along with the casino's replies. Please forward the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.

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

Best regards,

Jean

Dear El85,

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,
Jean
Casino.Guru