Vegasino Casino - A conta do jogador não foi encerrada apesar do pedido de autoexclusão.

Dear Casino Guru,

I am contacting you to report Vegasino's very serious conduct.

Despite repeatedly requesting my self-exclusion from the site effective September 5, 2025, both via live chat and email, the casino has never closed my account.

This negligence has led me, despite myself and because of my strong gambling addiction, to continue playing until today, accumulating losses of more than €5,000.

I find this behavior unacceptable, irresponsible, and contrary to the principles of player protection. Self-exclusion is a fundamental right, and the fact that my repeated requests have been ignored has had devastating consequences for my personal and financial situation.

I therefore demand a full refund of the sums lost after my first self-exclusion request (September 5, 2025), as the responsibility lies entirely with the casino which deliberately ignored my requests.

I look forward to hearing from you immediately and receiving the support I need to assert my rights.

Best regards,

Gentile Casinò Guru,

Vi contatto per denunciare la gravissima condotta di Vegasino.

Nonostante abbia richiesto più volte, sia tramite live chat che via e-mail, la mia autoesclusione dal sito a partire dal 5 settembre 2025, il casinò non ha mai provveduto a chiudere il mio account.

Questa negligenza mi ha portato, mio malgrado e a causa della mia forte ludopatia, a continuare a giocare fino ad oggi, accumulando perdite superiori ai 5000 €.

Trovo questo comportamento inaccettabile, irresponsabile e contrario ai principi di tutela dei giocatori. L’autoesclusione è un diritto fondamentale e il fatto che le mie ripetute richieste siano state ignorate ha avuto conseguenze devastanti sulla mia situazione personale ed economica.

Esigo pertanto un rimborso totale delle somme perse dopo la mia prima richiesta di autoesclusione (5 settembre 2025), poiché la responsabilità è interamente del casinò che ha deliberatamente ignorato le mie richieste.

Resto in attesa di un vostro immediato riscontro e del supporto necessario per far valere i miei diritti.

Cordiali saluti,

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino 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?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share any other self-exclusion requests you made? Have you disclosed gambling addiction or any other gambling problems to the casino when asked for a reason to self-exclude? Please share the information with my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?

I would recommend that you send another self-exclusion request, and this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Vegasino Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@vegasino.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Dear Tomas,

I confirm that I have contacted support several times via live chat, but my self-exclusion request has never been accepted.

I tried again today but nothing, and unfortunately yesterday I relapsed, losing more money. Please, Tomas, help me get compensation and closure.

I want to clarify that in addition to requesting the closure of my account, I AM REQUESTING a refund of the amount I deposited since I requested self-exclusion. I believe this is my right, as the casino should have honored my request.

If this refund is not made, I reserve the right to retain legal representation to protect my interests.

I look forward to hearing from you.

Gentile Tomas,

ti confermo di aver contattato più volte l’assistenza tramite chat live, ma la mia richiesta di autoesclusione non è mai stata accolta.

Anche oggi ho riprovato ma niente e purtroppo ieri sono ricaduto perdendo altri soldi . Per favore Tomas aiutami ad avere il risarcimento e la chiusura.

Voglio precisare che oltre a chiedere la chiusura del mio account,RICHIEDO il risarcimento dell’importo che ho versato dal momento in cui ho richiesto l’autoesclusione. Ritengo che questo sia un mio diritto, poiché il casinò avrebbe dovuto dare seguito alla mia richiesta.

Se tale rimborso non verrà effettuato, mi riservo di avvalermi di un avvocato per tutelare i miei interessi.

Resto in attesa di un vostro riscontro.

Thanks for your reply.

• After the casino asked for the reason for your self-exclusion, what reason did you give to the casino?
• Have you tried using the template I shared with you in my last post when responding to casino support? With what result?
• We pursue only refund cases, where players inform the casino of their gambling problems and the casino fails to protect them. For this purpose, we need evidence that you informed the casino about your gambling issues and the casino failed to act.

Looking forward to your reply.

Dear Tomas,

As requested, I am attaching the emails I exchanged with the casino, which I believe demonstrate negligent conduct on their part.

I would like to reiterate the following points:

After the casino asked me the reason for my self-exclusion, I clearly stated that it was due to gambling problems related to my health condition.

I used the template you shared to respond to casino support, but despite that, I still didn't receive any concrete assistance.

There is written evidence that I reported my gambling problems and that the casino still failed to address them appropriately.

I am currently experiencing serious financial and family difficulties due to the losses I have suffered. Therefore, I am requesting a prompt refund and the permanent closure of my account.

I remain available for any further documentation or clarification.

Tomas, I sincerely hope you'll help me as soon as possible. This money is essential for my family, and the casino's indifference to dealing with cases like mine is absurd. A big hug.

PS: they replied to my last email CLEAR of profound illness (after your reply yesterday) due to gambling, with a 100% bonus to encourage me to play again... a disgrace.

Best regards

Gentile Tomas,

come da richiesta, allego alla presente le email intercorse con il casinò, che ritengo dimostrino una condotta negligente da parte loro.

Desidero ribadire i seguenti punti:

Dopo che il casinò mi ha chiesto il motivo della mia autoesclusione, ho comunicato chiaramente che si trattava di problemi di gioco legati alla mia condizione di salute.

Ho utilizzato il modello da te condiviso per rispondere all’assistenza del casinò, ma nonostante ciò non ho ricevuto alcuna tutela concreta.

Esistono prove scritte che attestano come io abbia segnalato i miei problemi di gioco e che, nonostante ciò, il casinò non sia intervenuto in maniera adeguata.

Al momento mi trovo in una situazione di seria difficoltà economica e familiare a causa delle perdite subite. Per questo motivo, chiedo un pronto rimborso e la definitiva chiusura del conto.

Resto a disposizione per qualsiasi ulteriore documentazione o chiarimento.

Tomas spero con il cuore in mano che mi aiuti il prima possibile sono soldi indispensabili per la mia famiglia ed è assurdo il menefreghismo del casinó a trattare questi casi come me . Un abbraccio grande .

PS : mi hanno risposto alla mia ultima email CHIARA dí profonda malattia( dopo la tua risposta di ieri ) dovuta al gambling , con un bonus del 100% per incentivarmi ancora a giocare.. una vergogna .

Cordiali saluti

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Any news on the case?

Novita sul caso?

Dear GianmarcoMalgieri96,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Vegasino Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Vegasino Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Thanks Kubo for the quick response, I await Vegacasino's response to resolve the case, because despite my constant reminders, even via chat, the account remained open... and it caused me great economic and psychological damage... this situation is becoming stressful... I deposited more than 11k euros

Grazie kubo per la celere risposta, attendo la risposta di vegacasino per risolvere il caso, perchè nonostante i miei continui solleciti anche via chat , l'account è rimasto aperto.. e mi ha creato grossi danni economici e psicologici... questa situazione sta diventando stressante.. ho depositato piu di 11k euro

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Vegasino Casino Team

Thank you very much. I look forward to hearing from you soon on this matter.

grazie mille attendo un riscontro immediato su questa questione

Dear all,

I hope this message finds you well.

We would like to clarify the timeline regarding the account closure request. The initial closure request was received on the 5th of September; however, at that time, there was no mention of a gambling addiction (GA).

Following our request for a reason, the customer did not respond, nor was there any further mention of account closure in subsequent chats.

It was only on the 30th of September that the customer mentioned the GA for the first time. The account was closed promptly following this disclosure.

Please let us know if you need any further information.

Best regards,

Vegasino Casino Team

This is absolutely not true. I have all the evidence necessary to refute this nonsense. Even today, I receive emails from your casino urging me to play despite repeated attempts to close it. I'm attaching the evidence immediately.

I could go on and on. In my emails, among other things, already sent to my Casino Guru tutors, I mention several times the need to immediately close my account due to my bad addiction. The account is still listed as open, I just logged in. I demand a full refund, not a partial one. Thank you, Casino Guru team, and let's hope.

To resolve this terrible situation as best as possible, which has caused and is causing me serious problems. If you need further proof, don't hesitate; I have everything.

Assolutamente non è vero ho tutte le prove necessarie per respingere questa tesi priva di senso ancora oggi ricevo dal vostro casino email che mi incitano a giocare nonostante i ripetuti tentativi di chiusura . Allego subito le prove. 

Potrei andare avanti ad oltranza. Nelle mie email tra l altro già inviati ai miei tutor di casinò guru menziono più volte la necessità di chiusura immediata dell account a causa della mia brutta dipendenza. L account risulta ancora regolarmente aperto sono appena entrato . Esigo un rimborso totale e non parziale dell importo . Grazie team di casino guru e speriamo

di risolvere al meglio questa terribile vicenda che mi ha causato e mi sta causando gravi problemi. Se avete bisogno di ulteriori prove non esitate ho tutto .

Dear Kubo,

I hope this message finds you well.

Please be informed that we have sent you an email showing that the player's account is closed and there was no gaming activity and 0 net losses since September 30th, which is the date the player mentioned his gambling addiction. Therefore a refund is not available for the account. Please check it at your earliest convenience.

Best regards,

Vegasino Casino Team

Dear Kubo,

I am writing to report a serious violation by Vegasino Casino and request your immediate intervention.

Starting on September 5th, I repeatedly requested closure of my account due to gambling addiction. Despite this, Vegasino never complied with my requests, allowing me to continue depositing and playing until the end of September.

Between September 5th and 30th, I made deposits totaling over €4,900, as demonstrated by the screenshots and payment receipts I'll attach. The casino's claim that I had no gaming activity or losses after September 30th is therefore completely false.

Additionally, my account was closed just a week ago, even though I reported my condition and requested self-exclusion back in early September.

Even more serious: even after my account was closed, I continued to receive promotional offers and bonuses from the casino, which were a clear attempt to encourage me to resume gambling despite my self-declared addiction. This behavior is unacceptable and constitutes a clear violation of the regulations protecting vulnerable players.

In light of all this, I demand a full refund of all deposits made between September 5th and September 30th, during which time the casino ignored my requests to close my account, continuing to profit from a vulnerable situation.

I trust that Casino Guru can urgently address this report and request an immediate and concrete response from the casino.

I remain available to provide any useful evidence and documentation.

Attached is my first report of gambling addiction, which I made to the Vegasino team on September 5th and which was never accepted. I also attach all the attachments for all the transactions made between September 5th and 30th.

Caro Kubo,

ti scrivo per segnalare una grave violazione da parte del casinò Vegasino e per richiedere il tuo intervento immediato.

A partire dal 5 settembre, ho più volte richiesto la chiusura del mio conto a causa di problemi legati alla dipendenza dal gioco. Nonostante ciò, Vegasino non ha mai dato seguito alle mie richieste, permettendomi di continuare a depositare e giocare fino alla fine di settembre.

Nel periodo compreso tra il 5 e il 30 settembre, ho effettuato depositi per oltre 4.900 €, come dimostrano gli screenshot e le prove di pagamento che allegherò alla presente. È quindi del tutto falso quanto dichiarato dal casinò, secondo cui non avrei avuto alcuna attività di gioco o perdite dopo il 30 settembre.

Inoltre, il mio conto è stato chiuso solo una settimana fa, nonostante avessi segnalato la mia condizione e richiesto l’auto-esclusione già all’inizio di settembre.

Fatto ancora più grave: anche dopo la chiusura del mio conto, ho continuato a ricevere offerte promozionali e bonus da parte del casinò, che rappresentano un chiaro tentativo di incitarmi a riprendere il gioco nonostante la mia dichiarata dipendenza. Questo comportamento è inaccettabile e costituisce una palese violazione delle normative sulla tutela dei giocatori vulnerabili.

Alla luce di tutto ciò, pretendo un rimborso integrale dei depositi effettuati dal 5 al 30 settembre, periodo in cui il casinò ha ignorato le mie richieste di chiusura del conto, continuando a trarre profitto da una situazione di vulnerabilità.

Confido che Casino Guru possa prendere in carico con urgenza questa segnalazione e sollecitare una risposta immediata e concreta da parte del casinò.

Resto a disposizione per fornire ogni prova e documentazione utile.

in allegato inserisco la mia prima comunicazione di dipendenza al gioco d’azzardo fatta al team di Vegasino il 5 settembre e mai stata accolta, inoltre inserisco anche tutti gli allegati di tutte le transazioni fatte dal 5 al 30 settembre.

I continue with the attachments since there is a limit.

Continuo con gli allegati poichè c’è il limite .

Dear Vegasino Casino,

Thank you for providing additional evidence regarding this matter. In light of the player’s most recent comments, I would kindly ask you to review the player’s account once more and ensure that all marketing emails or any other forms of communication are stopped immediately.

Thank you for your cooperation.

Dear GianmarcoMalgieri96,

I understand your position and that you dispute the casino’s statements, claiming to have provided sufficient evidence to support your case. However, after thoroughly reviewing all materials submitted by both you and the casino, the available evidence leans in favor of the casino.

As my colleague Tomas already mentioned earlier in the process, stating the reason for an account closure request is essential. It allows the casino to determine the correct level of urgency and ensures that cases involving potential gambling problems are handled under responsible gambling procedures, such as self-exclusion.

If the player does not explicitly mention a gambling issue or loss of control, the casino processes the account closure request as a standard administrative action, without the additional safeguards applied to self-exclusion cases.

In your case, you indeed contacted the casino on September 5th to request the closure of your account. However, despite the casino’s explicit follow-up asking for clarification of your reason, you did not respond until September 30th, when you finally stated that you were struggling with a gambling problem.

Our resolution process must rely strictly on the verifiable evidence presented - not on assumptions, intentions, or retrospective statements. Simply put, we cannot interpret your request as a self-exclusion if you did not clearly communicate it at the time.

Therefore, based on the available evidence, we must conclude that a valid self-exclusion request was only submitted on September 30th, after which your account was properly closed and no further funds were lost at the casino.

I am sincerely sorry, but we are unable to uphold your complaint. From our perspective, it must be rejected as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo