Vegas Hero Casino - La solicitud de autoexclusión del jugador es ignorada.

Despite repeated requests, the casino has not blocked my account. On May 19th and 20th, I informed them via live chat and email that I have a gambling addiction and request self-exclusion. Even today, I was kicked out of the live chat again after reiterating my request. In the meantime, I have lost a significant amount of money.

Das Casino sperrt trotz mehrmaliger Aufforderung mein Konto nicht. Bereits am 19.05 und am 20.05 habe ich im livechat und per Email mitgeteilt, dass ich eine Spielsucht habe und einen Selbstausschluss fordere. Sogar heute wurde ich wieder aus dem Live Chat geworfen, nachdem ich meine Forderung geäußert habe. In der Zwischenzeit konnte ich viel Geld verspielen.

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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 self-exclusion requests that you sent to the casino (full emails, not just screenshots), along with the casino's responses at veronika.f@casino.guru?
• Have you passed the full KYC verification?
• When was the last time the casino communicated with you regarding the closure of your account?

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 have sent you everything.

Hallo, ich habe ihnen alles zukommen lassen.

What is particularly serious is that I explicitly disclosed my gambling addiction and requested permanent self-exclusion. Despite being aware of my situation, my player account was not immediately blocked. Instead, on May 21st, I only received standardized responsible gambling responses and information about support organizations, while further deposits were still possible. This resulted in further losses of €1,580.

On May 20, 2026, I explicitly requested permanent self-exclusion due to gambling addiction. At no point did I request a temporary break from gambling or a cooldown period.

The possibility of a temporary suspension of 2, 4, 6, or 8 weeks was initially proposed by the company. However, I explicitly requested a permanent self-exclusion.

Despite my clear disclosure of my gambling addiction and my request for permanent self-exclusion, my account was not immediately blocked. Instead, the account remained usable, and further deposits totaling €1,580 were accepted between May 21, 2026, and May 28, 2026.

Besonders schwerwiegend ist, dass ich meine Spielsucht ausdrücklich mitgeteilt und einen dauerhaften Selbstausschluss verlangt habe. Trotz Kenntnis meiner Situation wurde mein Spielerkonto nicht unverzüglich gesperrt. Stattdessen erhielt ich an 21.05 lediglich standardisierte Responsible-Gambling-Antworten und Hinweise auf Hilfsorganisationen, während weitere Einzahlungen weiterhin möglich waren. Dadurch entstanden weitere Verluste in Höhe von 1.580 €.

Am 20.05.2026 beantragte ich ausdrücklich einen dauerhaften Selbstausschluss aufgrund von Spielsucht. Zu keinem Zeitpunkt beantragte ich eine zeitlich begrenzte Spielpause oder einen Cooldown.

Die Möglichkeit einer vorübergehenden Sperre von 2, 4, 6 oder 8 Wochen wurde erstmals durch das Unternehmen vorgeschlagen. Ich habe jedoch ausdrücklich einen dauerhaften Selbstausschluss verlangt.

Trotz meiner eindeutigen Mitteilung über meine Spielsucht und meines Antrags auf dauerhaften Selbstausschluss wurde mein Konto nicht unverzüglich gesperrt. Stattdessen blieb das Konto weiterhin nutzbar und es wurden zwischen dem 21.05.2026 und dem 28.05.2026 weitere Einzahlungen in Höhe von insgesamt 1.580 € angenommen.

Dear mex26

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear mex26,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Vegas Hero Casino to join this conversation and assist in addressing the complaint.

Dear Vegas Hero Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Thank you for the quick reply, however, my calculation is slightly different due to historical data. Kind regards

Vielen Dank für die schnelle Rückmeldung, ich habe allerdings eine etwas andere Berechnung aufgrund der Historie. Mit freundlichen Grüßen

Dear All,

Thank you for your engagement. I appreciate the casino's willingness to offer a refund.

To the player, I would like to explain the casino's position, which aligns with our expectations. After reviewing the evidence provided by the casino, it appears you made a deposit within 24 hours of your initial self-exclusion request on 20 May 2026. We generally do not hold casinos responsible for inaction within the first 24 hours. Therefore, the casino is willing to refund deposits made between 22 and 29 May 2026. Please share your comments on this.

Okay, then I'll accept the refund. And I look forward to your feedback.

Okay, dann nehme ich die Erstattung an. Und freue mich über ihre Rückmeldung

mex26

Thank you very much for your understanding. I will await your feedback once you receive the refund.

Vegas Hero Casino

Now that the player has accepted your offer, I look forward to the processing of the refund. Thank you for your cooperation.

Thank you for the clarification!

Vielen Dank für die Klärung!

mex26

Kindly confirm once you receive the funds.