Vegas Now Casino - A conta do jogador não foi encerrada apesar de vários pedidos.

I would like to describe my experience with VegasNow here, as I consider it problematic from the point of view of player protection.

After making several deposits over a prolonged period and incurring significant losses, I contacted support multiple times and explicitly requested that my account be blocked. I clearly stated that I was losing too much money and that my account should be closed.

Despite these multiple requests (approximately 3-4 times), my account was not immediately blocked. Instead, I was sometimes offered bonuses and free spins, which allowed me to continue playing and making additional deposits.

I used this bonus and later made a profit of approximately €1,400, which was paid out. I then gambled this money away again.

From my point of view, however, my account should have been closed immediately after my blocking request.

My account was finally closed later, after I declined a bonus that required me to make another deposit.

In my view, this approach does not comply with the usual principles of responsible gaming, especially when a player has already explicitly requested an account ban on several occasions.

I subsequently contacted support and requested a goodwill solution, as deposits were still possible even though I had already requested a block. Unfortunately, this was completely refused.

Additionally, I have requested information about my data in accordance with Article 15 of the GDPR.

I requested to obtain the relevant chat logs and timestamps of my block requests.

I therefore ask VegasNow to review the case internally once again and at least refund the deposits that were made after my initial request to suspend the account.

Ich möchte hier meine Erfahrung mit VegasNow schildern, da ich diese aus Sicht des Spielerschutzes als problematisch empfinde.

Nachdem ich über einen längeren Zeitraum mehrere Einzahlungen getätigt und hohe Verluste erlitten hatte, habe ich mich mehrfach an den Support gewendet und ausdrücklich um eine Sperrung meines Kontos gebeten. Ich habe dabei klar erwähnt, dass ich zu viel Geld verliere und mein Konto gesperrt werden soll.

Trotz dieser mehrfachen Anfragen (ca. 3–4 Mal) wurde mein Konto nicht sofort gesperrt. Stattdessen wurden mir teilweise Boni und Freispiele angeboten, wodurch ich weiterhin spielen und zusätzliche Einzahlungen tätigen konnte. 

Ich habe diesen Bonus genutzt und später einen Gewinn von etwa 1.400 € erzielt, der ausgezahlt wurde. Dieses Geld habe ich anschließend wieder verspielt.

Aus meiner Sicht hätte mein Konto jedoch bereits nach meiner Sperranfrage geschlossen werden müssen.

Erst später wurde mein Konto schließlich geschlossen, nachdem ich einen Bonus, bei dem ich eine weitere Einzahlung tätigen sollte, ablehnte.

Aus meiner Sicht entspricht dieses Vorgehen nicht den üblichen Responsible-Gaming-Grundsätzen, insbesondere wenn ein Spieler bereits mehrfach ausdrücklich um eine Kontosperre bittet.

Ich habe den Support anschließend kontaktiert und um eine Kulanzlösung gebeten, da weiterhin Einzahlungen möglich waren, obwohl ich bereits um eine Sperre gebeten hatte. Leider wurde dies vollständig abgelehnt.

Zusätzlich habe ich eine Datenauskunft gemäß Art. 15 DSGVO

angefordert, um die entsprechenden Chatprotokolle und Zeitpunkte meiner Sperranfragen zu erhalten.

Ich bitte VegasNow daher, den Fall nochmals intern zu prüfen und zumindest die Einzahlungen zu erstatten, die nach meiner ersten Bitte um Kontosperre erfolgt sind.

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Dear diniwth,

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).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Veronika,

Thank you very much for the quick response.

I have requested documentation in accordance with the GDPR, as I unfortunately lost access to my account after its closure and was unable to take a screenshot. Therefore, I cannot currently provide any documentation. I would greatly appreciate it if Vegas Now could send me the requested data information promptly so that I can submit the supporting documents as soon as possible.

Best regards

Liebe Veronika,

vielen Dank für die rasche Rückmeldung.

Ich habe gemäß DSGVO Unterlagen angefordert, da ich nach der Schließung meines Kontos leider keinen Zugriff mehr darauf hatte und keinen Screenshot anfertigen konnte. Derzeit kann ich daher keine Unterlagen vorlegen. Ich würde es sehr schätzen, wenn Vegas Now mir die angeforderte Datenauskunft zeitnah übermitteln könnte, damit ich die Nachweise schnellstmöglich nachreichen kann.

Beste Grüße

Thank you for your reply.

Please note that in order for us to request a refund of your lost deposits due to a failed self-exclusion, we require evidence showing that you informed the casino about a gambling problem and explicitly requested self-exclusion, but the casino did not act on this request and allowed further deposits and losses.

Without such evidence, we are unfortunately unable to proceed with the investigation. In this situation, the casino could dispute your claim, and it would ultimately become one statement against another.

Unfortunately, if you cannot provide any records of your self-exclusion requests, I will have to reject your complaint due to insufficient evidence. Thank you for your understanding.

I submitted a data access request to VegasNow on March 11th in accordance with the GDPR and have not received a response or any data to this day.

The requested chat logs are crucial for clarifying my multiple ban requests.

I therefore request that the complaint be kept open for the time being, until the casino complies with my legal obligation to disclose the data.

Thank you!

Ich habe bereits am 11.03. ein Auskunftsersuchen gemäß DSGVO an VegasNow gestellt und bis heute keine Antwort bzw. keine Daten erhalten.

Die angeforderten Chatprotokolle sind für die Klärung meiner mehrfachen Sperranfragen entscheidend.

Ich bitte daher, die Beschwerde vorerst offen zu halten, bis das Casino meiner gesetzlichen Verpflichtung zur Datenherausgabe nachkommt.

Vielen Dank!

Hello diniwth,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear diniwth;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear diniwth,

I would like to ask whether you have received any update regarding your GDPR data access request from the casino.

Have they already provided you with the requested chat logs or any other documentation related to your account and your previous requests to block it?

Please let me know if there has been any progress, as this information is essential for us to continue with the investigation.

Thank you in advance for your reply.

Karla

Thank you for your message.

So far, I have not received any response from the casino to my request for information under the GDPR, nor have I received any chat logs or other data.

I have already contacted the casino several times and am still waiting for the requested information. As soon as I receive it, I will forward it immediately.

Thank you for your support.

Best regards

Nadine

Vielen Dank für Ihre Nachricht.

Bislang habe ich vom Casino keine Rückmeldung auf mein Auskunftsersuchen gemäß DSGVO erhalten und auch keine Chatprotokolle oder sonstigen Daten erhalten.

Ich habe das Casino bereits mehrfach kontaktiert und warte weiterhin auf die angeforderten Informationen. Sobald mir diese vorliegen, werde ich sie umgehend nachreichen.

Vielen Dank für Ihre Unterstützung.

Beste Grüße

Nadine

Dear Karla,

Despite the GDPR deadline having passed, the casino has not yet transmitted any data. I have set a final deadline today and will document the further steps accordingly.

Best regards

Liebe Karla,

das Casino hat trotz Ablauf der DSGVO-Frist bislang keine Daten übermittelt. Ich habe heute eine letzte Frist gesetzt und werde die weiteren Schritte entsprechend dokumentieren.

Liebe Grüße

Dear diniwth,

Thank you for your update.

I will extend the timer by an additional 7 days to allow you more time to receive the requested data from the casino.

Please note that in order for us to proceed with your complaint, it is essential to provide evidence showing that you explicitly requested self-exclusion due to gambling-related concerns and that the casino failed to act on it.

If no such evidence is provided within this timeframe, I will unfortunately be forced to close the complaint due to lack of supporting documentation.

Thank you for your understanding and cooperation.

Karla

Dear Karla,

Thank you for your message.

I would like to reiterate that I submitted a data access request to VegasNow on March 11, 2026, pursuant to Article 15 of the GDPR. Despite the expiry of the statutory deadline and an additional grace period, I have still not received any data or chat logs.

However, the requested chat logs are crucial to documenting my multiple account suspension requests. Therefore, the delay is not on my end, but on the casino's.

Due to the lack of response, I have already filed a complaint with the responsible data protection authority.

I therefore politely request that you do not close the case and continue to allow me the opportunity to submit the requested evidence as soon as it is made available to me.

Thank you for your support.

Liebe Karla,

vielen Dank für Ihre Nachricht.

Ich möchte nochmals darauf hinweisen, dass ich bereits am 11.03.2026 ein Auskunftsersuchen gemäß Art. 15 DSGVO an VegasNow gestellt habe. Trotz Ablauf der gesetzlichen Frist sowie einer zusätzlich gesetzten Nachfrist habe ich bis heute keinerlei Daten oder Chatprotokolle erhalten.

Die angeforderten Chatprotokolle sind jedoch entscheidend, um meine mehrfachen Sperranfragen belegen zu können. Die Verzögerung liegt daher nicht bei mir, sondern beim Casino.

Aufgrund der ausbleibenden Reaktion habe ich bereits eine Beschwerde bei der zuständigen Datenschutzbehörde eingereicht.

Ich bitte Sie daher höflich, den Fall nicht zu schließen und mir weiterhin die Möglichkeit einzuräumen, die angeforderten Beweise nachzureichen, sobald mir diese zur Verfügung gestellt werden.

Vielen Dank für Ihre Unterstützung.

Dear diniwth,

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, Martin L., (martin.l@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,

Karla Mayfly

Hello diniwth,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Hi Martin,

I wanted to politely inquire whether there has been any feedback from the casino yet, or whether you were able to reach someone.

Thank you again for your support and your efforts.

Best regards

Hallo Martin,

ich wollte höflich nachfragen, ob es bereits eine Rückmeldung vom Casino gibt oder ob Sie jemanden erreichen konnten.

Vielen Dank nochmals für Ihre Unterstützung und Ihre Mühe.

Beste Grüße

Hello diniwth,

unfortunately, there is no response just yet. I will keep you updated in case of any new developments.

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.

Dear diniwth,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru