Vegasino Casino - El cierre de la cuenta del jugador se retrasó.

Hello,

I requested the closure of my account by email on January 18, 2025.

That same day, I received a response asking me to confirm my request to close my account. I did so on January 18, 2025.

On April 8, 2025, I received confirmation that my account had been closed at my request, almost 3 months later!

During this time, I was able to make further deposits—we're talking thousands of euros! I then sent the casino an email:

,,Hello,

Thank you for your feedback.

It's unacceptable that my account is being closed so late. I was able to continue making deposits. I request that you refund them to me.

I submitted my request to block my account on January 8, 2025!

I hope for a simplified procedure.

Best regards

xxx''

I don't get any feedback!

I hope for your help.

Hallo,

mich habe am 18.01.2025 per E-Mail meine Schließung meines Kontos beantragt.

Am gleichen Tag erhielt ich eine Antwort, wo ich die Beantragung der Schließung meines Kontos bestätigen sollte. Dies habe ich auch am 18.01.2025 getan.

Am 08.04.2025 erhielt ich ich die Bestätigung, dass mein Konto auf mein Wunsch geschlossen wurde, knapp 3 Monate später!

In dieser Zeit konnte ich weitere Einzahlungen tätigen, wir sprechen über Tausende von Euros! Ich habe dem Casino darauf hin eine E-Mail verfasst:

,,Hallo, 

Vielen Dank für die Rückmeldung. 

Es kann nicht sein, dass mein Konto so spät geschlossen wird. Ich konnte weiterhin Einzahlungen tätigen. Ich fordere Sie auf, diese mir zurückzuerstatten. 

Meine Anfrage zur Konto Sperrung habe ich am 08.01.2025 gestellt! 

Ich hoffe auf ein vereinfachtes Verfahren. 

Mit freundlichen Grüßen 

Xxx‘‘

Ich erhalte keine Rückmeldung!

Ich hoffe auf eure Hilfe.

Dear wpcsgyv5zq,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered regarding the closure of your account.

To better understand your situation and assist you effectively, could you please clarify the following:

• Were there any other communications from the casino between January 18 and April 8 regarding your account?
• Have you received any confirmation of your refund request or any follow-up related to it?
• Do you remember when exactly you made deposits into the casino, and in what amounts?

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

Best regards,

Veronika

Hello,

No, there were no further answers/messages from Vegasino.

Unfortunately, I can't remember the exact amount of my deposit because the casino has now blocked me. But it must have been around €2,000-3,000.

I have not received any feedback or refund from the casino.

Best regards

Hallo,

nein es gab keine weitere Antworten/Mitteilungen seitens des Vegasino‘s.

Die genaue Einzahlungshöhe kann ich leider nicht mehr nachvollziehen, weil das Casino mich jetzt gesperrt hat. Aber es müsste sich auf ca 2000-3000€ belaufen.

Ich hab weder eine Rückmeldung noch eine Rückerstattung vom Casino erhalten.

Liebe Grüße

Hello,

I have just sent the following email to the casino to receive a detailed breakdown of my deposit.

Best regards

Hallo,

ich habe soeben dem Casino folgende E-Mail geschrieben um eine detaillierte Auflistung meiner Einzahlung zu erhalten.

liebe Grüße

Thank you very much, wpcsgyv5zq, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello wpcsgyv5zq,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vegasino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello Michael,

On April 14, 2025, I received the following email.

You haven't addressed my problem at all. I hope you can help me.

After checking my online banking, the disputed amount should be around €4,000.

Best regards

Hallo Michael,

am 14.04.2025 erhielt ich folgende E-Mail.

keinerlei eingehen auf mein Problem. Ich hoffe du kannst mir helfen.

Nach überprüfen meines Online-Bankings müsste der Streitbetrag sich auf ca. 4000€ belaufen.

mit freundlichen Grüßen

Dear wpcsgyv5zq,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

Vegasino team.

Dear Vegasino Casino,

We will be waiting for your updates.

Dear wpcsgyv5zq,

We kindly request you to please share the requested details via email to proceed further with your request.

We are waiting for your details.

Best regards,

Vegasino team.

Hi Micha, here's the email from Vegasino. If I get the money, I'd be happy with the solution. What do you think about the whole thing?

Best regards

Hallo Micha, hier siehst du die Mail vom Vegasino. Sollte ich das Geld bekommen wäre ich mit der Lösung zufrieden. Wie schätzt du das Ganze ein?

mit freundlichen Grüßen

Dear wpcsgyv5zq,,

Please proceed according to the casino's instructions.

I immediately provided them with the requested data. I'm awaiting a response.

Ich habe sofort denen die gewünschten Datem zur Verfügung gestellt. Ich warte auf Rückmeldung.

Dear Vegasino Casino,

Please keep us updated on the process.

Unfortunately still no response from Vegasino.

Leider immer noch keine Rückmeldung vom Vegasino.

Good morning,

I don't know why, but I still haven't received an email from the casino or a refund.

I feel like the casino isn't taking me seriously. Would it be better to get a lawyer involved?

Best regards

Guten Morgen,

ich weiß nicht warum, aber habe immer noch keine E-Mail von dem Casino und noch keine Rückerstattung erhalten.

Ich fühle mich nicht ernst genommen vom Casino. Wäre es sinnvoller einen Anwalt einzuschalten?

liebe Grüsse

Dear wpcsgyv5zq,

Thank you for your information send to us via email.

We would kindly ask you to check your email and sign the provided document in order for us to finalize the agreement.

Thank you in advance for your patience and cooperation

Best regards,

Vegasino team.

I just signed it and sent it back.

Habe ich soeben unterschrieben und zurück geschickt.

I have good news. I just received the €4,000. The case is closed.

I would like to thank the entire team for their efforts!

Ich habe gute Neuigkeiten. Ich habe die 4000€ soeben überwiesen bekommen. Der Fall ist erledigt.

Ich danke dem ganzen Team für die Mühe!

Dear wpcsgyv5zq,

Thank you for your information send to us via email.

Thank you for your confirmation and cooperation.

Best regards,

Vegasino team.

Dear wpcsgyv5zq,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru