Vegasino Casino - La solicitud de autoexclusión del jugador se retrasó.

On 26.02.2025 at 08:53 I sent an email to asked for self-exclusion.

The account was only deleted 27 days later after repeated requests.

In the meantime, approximately 9,000 euros were deposited. The account was not closed within 24 hours, as stated on the website.

Support didn't respond to a request for an amicable settlement. An email to complaints returned undeliverable after several days.

Ich habe am 26.02.2025 um 08:53 Uhr per Mail an support@vegasino.com um Selbstausschluss gebeten.

Das Konto wurde erst 27 Tage später nach mehrmaligem Nachfragen gelöscht.

In der Zeit dazwischen wurden ca. 9000 Euro einbezahlt. Konto wurde nicht, wie auf der Webseite steht, innerhalb von 24 Stunden geschlossen .

Support reagiert nicht auf Anfrage nach gütlicher Einigung. Mail an complaints kam nach mehreren Tagen unzustellbar zurück.

Dear aabbcc89, Thank you very much for submitting your complaint. I'm very sorry to hear about your negative experience.

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).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can reach me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica,

I sent an email.

Hallo Veronika,

ich habe eine Mail geschickt.

Thank you for your email.

As mentioned in my first reply, please forward me the account closure requests you sent to the casino, along with the casino’s responses at veronika.f@casino.guru. Rest assured that these emails will not be published anywhere, and your personal information will remain confidential. We need to review this information to investigate your case.

Looking forward to your response.

I have forwarded ALL emails to you.

Ich habe Ihnen ALLE Mails weitergeleitet.