Vegas Hero Casino - La solicitud de cierre de cuenta del jugador está pendiente.

Dear ladies and gentlemen, casino guru team, I wrote to the casino on 16 August that I am addicted and have family problems because of gambling

Please block my account immediately, unfortunately not successful as I have suffered losses

Please help

Sehr geehrte Damen und Herren casino guru Team habe das casino am 16 August angeschrieben das ich süchtig bin und Familien Probleme wegen Spiel habe

Bitte um sofortige Account sperren dauerhaft leider nicht erfolgreich wo dur ich Verluste erlitten Habe

Bitte um eure Mithilfe

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses as original emails? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika, I just sent you both emails

Hallo Veronika habe dir so eben beide Emails gesendet

Kind regards, B.

Mit freundlichen Grüßen B.

I have now lost 1735 euros

Habe jetz 1735 Euro verloren

I have now lost 2135 euros in total

Closing account is ignored

Habe jetz 2135 Euro verloren gesamt

Account schließen wird ignoriert

Thank you for your emails. Could you kindly confirm whether you responded to the email the casino sent you on 17 August, in which they asked you to confirm your decision to close the account?

Yes I have I have written to the casino 4 times and I also chatted as often

Kind regards, B.

Ja habe ich ich habe das casino 4 mal angeschrieben und ich chatt auch so oft angeschrieben

Mfg B.

Dear Veronika, vegashero.com has written to me 3 times that my account is closed, always with different names. I am waiting for a refund from 17.08.2025

Kind regards, B.

Liebe Veronika vegashero.com hatt mir 3 mal geschrieben das mein Account geschlossen ist immer wieder mit anderen Namen ich warte auf Rückerstattung ab dem 17.08.2025

Mit freundlichen Grüßen B.

Account would be closed on August 17, 2025 as confirmed by the email

Which of course is not true

The last deposits warm on 22.08.2025 as above in the screenshot

Kind regards, B.

Account würde am 17.08.2025 geschlossen wie die Email bestätigte

Was natürlich nicht stimmt

Die letzten Einzahlungen warm am 22.08.2025 wie oben in den Screenshot

Mit freundlichen Grüßen B.

Have you contacted the casino between August 17 and August 20?

Yes I have several screenshots above you can read it

Ja habe ich habe mehrere Screenshots oben können sie es lesen

Hello dear Veronika Vegashero has just made a withdrawal request by bank transfer. As soon as the money is available, I will close the ad.

Sincerely, Beteev

Hallo libe Veronika Vegashero hat so eben einen auszahlungs Antrag überweisung durchgeführt so bald das geld das ist werde ich die Anzeige schließen

Mit freundlichen Grüßen Beteev

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear besarion,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika