Vegasino Casino - A conta do jogador não foi encerrada conforme solicitado.

Hello everyone,

I would like to file a formal complaint against Vegasino Casino, as those responsible have grossly disregarded basic rules of responsible gambling.

Sequence and facts:

Blocking request on September 12, 2026: I explicitly requested the immediate and permanent blocking of my gaming account (self-exclusion) from Vegasino's support.

I explicitly stated that I suffer from acute gambling addiction and have lost financial control over my gambling behavior.

Disregarding the blocking request & further deposits:

Instead of closing my account immediately, access remained unprotected. This allowed me to make further deposits totaling €2,900.00 on September 16, 2026.

Delaying tactics on September 19, 2026: On September 19, I received further inquiries and confirmation requests from casino support, whereupon I expressly confirmed my request for immediate closure once again.

Despite this, the account has still not been properly blocked.

Demand:

Due to the clear breach of duty regarding player protection, I demand the following from Vegasino:

The immediate and permanent closure of my user account.

The full refund of the €2,900.00 that was paid in only after I notified myself of my self-exclusion / disclosure of my gambling addiction.

​

All supporting documents (email correspondence regarding the account suspension request including timestamps as well as transaction records for the deposits on September 16th) are fully available to me and can be provided to the Casino Guru team for review.

I am really hoping for the support of the Casino Guru team in resolving this case.

Best regards

Hallo zusammen,

​ich möchte eine formelle Beschwerde gegen das Casino Vegasino einreichen, da die Verantwortlichen grundlegende Regeln des Spielerschutzes (Responsible Gambling) grob missachtet haben.

​Ablauf und Sachverhalt:

​Sperrantrag am 12. September 2026: Ich habe beim Support von Vegasino explizit die sofortige und dauerhafte Sperrung meines Spielkontos (Selbstausschluss) beantragt.

Dabei habe ich ausdrücklich angegeben, dass ich unter einer akuten Spielsucht leide und die finanzielle Kontrolle über mein Spielverhalten verloren habe.

​Missachtung des Sperrwunsches & weitere Einzahlungen:

Anstatt mein Konto umgehend zu schließen, blieb der Zugang weiterhin ungeschützt offen. Am 16. September 2026 wurden mir dadurch weitere Einzahlungen in Höhe von insgesamt 2.900,00 € ermöglicht.

​Verzögerungstaktik am 19. September 2026: Am 19. September erhielt ich erneut Rückfragen und Bestätigungsanfragen vom Casino-Support, woraufhin ich meinen Antrag auf sofortige Schließung nochmals ausdrücklich bestätigt habe.

Trotzdem ist das Konto bis heute nicht ordnungsgemäß gesperrt worden.

​Forderung:

​Aufgrund der klaren Pflichtverletzung beim Spielerschutz fordere ich von Vegasino:

​Die sofortige und endgültige Schließung meines Benutzerkontos.

​Die vollständige Rückerstattung der 2.900,00 €, die erst nach meiner mitgeteilten Selbstsperre / Bekanntgabe der Spielsucht eingezahlt wurden.

​

Sämtliche Belege (E-Mail-Verkehr zum Sperrantrag inkl. Zeitstempeln sowie Transaktionsnachweise über die Einzahlungen am 16. September) liegen mir vollständig vor und können dem Casino-Guru-Team zur Überprüfung bereitgestellt werden.

​Ich hoffe sehr auf die Unterstützung des Casino-Guru-Teams bei der Klärung dieses Falls.

​Viele Grüße

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, to my email at tomas@casino.guru
• 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?

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