Vegaz Casino - La cuenta del jugador se cierra después de la autoexclusión.

I have been banned from this casino, as well as all casinos of this company, due to gambling addiction since 2023. I received a marketing message and was forced to play in 2025.

However, the customer service representative said that the reason I was able to play is that this casino only allows you to register using a bank ID (manual registration is not allowed) and because they only blocked my email, and this casino does not ask for an email during the registration process, that's why I was able to play.

vegaz casino picks up at registration stage

Full name, address, social security number, phone number. All of them were the same as in the blocking email. They also blame me for why I made an account even though I have been banned from making accounts due to gambling addiction. I have been waiting for their email for a week and no one is responding. I also sent an email finance@vegazcasino.com still no one answers.

Make attachments private.

The account is now closed. But the damage still happened and I lost money.

Olen suljettu tällä kasinolla sekä kaikilla tämän yhtiön kasinoilla, peliriippuvuuden takia vuodesta 2023. Sain markkinointiviestiä ja sorruin pelaamaan 2025.

Asiakaspalvelija kuitenkin sanoi että syy miksi pystyin pelata on että tällä kasinolla pystyy rekisteröitymään vain bank id käyttäen (manuaalinen rekisteröinti ei ole sallittu) ja koska he estivät vain sähköpostini, ja tämä kasino ei kysy rekisteröinti vaiheessa sähköpostia tämän takia pelaaminen onnistui.

vegaz kasino poimii rekisteröinti vaiheessa

Koko nimi, osoite, henkilötunnus, puh nro. Kaikki ne olivat samat kun estosähköpostissa. He myös syyllistävät minua miksi tein tilin vaikka minua on kielletty tekemästä tiliä peliriippuvuuden takia. Olen viikon odottanut heidän sähköpostia kukaan ei vastaa mitään. Lähetin myös sähköpostia finance@vegazcasino.com kukaan ei siltikään vastaa.

tee liitteistä yksityisiä.

tili on nyt kiinni. Mutta vahinko silti tapahtunut ja hävisin rahaa

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegaz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your original self-exclusion request you sent to the casino and the confirmation you received from the casino? Please share the information to my email at tomas@casino.guru
• Could you please forward the promotional offer you received recently from the casino?
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?
• Could you please explain if your original account has been verified?

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

The account is blocked and was closed on 29.6.2025

The casino allowed me to make a deposit on 28.6.2025

The casino is not responding to refund requests / I have been waiting for a week for a response to any emails.

the original account has been verified

email sent

Tili on estetty se suljettiin 29.6.2025

Kasino antoi tehdä talletuksen 28.6.2025

Kasino ei vastaa hyvityspyyntöihin / mihinkään sähköposteihin olen viikon odottanut vastausta.

alkuperäinen tili on vahvistettu

sähköposti lähetetty

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Glamors12,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Shouldn't Josef have handled the complaint instead of Tomas?

Eikö Josef pitänyt hoitaa valitus Tomaksen sijaan?

My apologies for making a mistake and overlooking the status of your complaint.

I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru). I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I got an email from them today. If I understood correctly they are refunding the money. I will let you know if/when I get a refund.

Sain heiltä sähköpostia tänään. Jos ymmärsin oikein he palauttavat rahan. Ilmoitan sinulle jos/ kun saan palautuksen

Hello player and Guru mods, 

After case revision we established that the player has been able to created an account after being self excluded. 

This is due to the fact that the specific deposit method doesn't require an email address for account creation which allowed to bypass the restriction. 

Nonetheless, we want to make things right which is why we refunded the player for the full amount. 

We kindly ask the player for confirmation once they receive the funds. Also want to note that if moving forward, the player makes another account we will not be obliged to do another refund. 

Thank you for the understanding and patience on this matter!

Kind regards

Vegaz Casino 

I received the money, the complaint can be closed, thanks for your help.

Sain rahat valitus voidaan sulkea, kiitos avusta.

Dear Glamors12,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef