Vegasino Casino - Jogador solicita reembolso devido ao mau uso da conta.

Good morning,

I would like to report a serious problem I encountered with Vegasino Casino.

As of February 8, 2025, after numerous attempts to self-exclude myself from the site and repeatedly contacting support via chat and email, my account remained active and accessible, allowing me to continue depositing large sums of money, despite my explicit requests to block it.

I should point out that I have a serious gambling problem and had specifically requested self-exclusion to protect myself.

Your failure to block my account, despite repeated requests, constitutes a breach of your obligations to protect vulnerable users.

I kindly ask Casino Guru to intervene to help me resolve this situation, and to support me in requesting a refund of all deposits made after my self-exclusion request, which occurred on February 8, 2025.

I remain available to provide proof of communications with support and thank you in advance for your attention.

Buongiorno,

desidero segnalare un grave problema riscontrato con il casinò Vegasino.

In data 08/02/2025, dopo aver tentato numerose volte di autoescludermi dal sito e aver contattato ripetutamente l’assistenza tramite chat e email, il mio account è rimasto attivo e accessibile, permettendomi di continuare a depositare ingenti somme di denaro, nonostante le mie richieste esplicite di blocco.

Preciso che ho seri problemi con il gioco d’azzardo e avevo espressamente chiesto l’autoesclusione per tutelarmi.

Il mancato blocco del mio account, nonostante le ripetute richieste, rappresenta una violazione degli obblighi di tutela dell’utente vulnerabile.

Chiedo cortesemente a Casino Guru di intervenire per aiutarmi a risolvere questa situazione, e di supportarmi nel richiedere il rimborso di tutti i depositi effettuati successivamente alla mia richiesta di autoesclusione, avvenuta l’8 febbraio 2025.

Resto a disposizione per fornire prove delle comunicazioni intercorse con l’assistenza e ringrazio anticipatamente per l’attenzione.

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 live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• 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?

I would recommend that you send another request, but 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Ettore,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I apologize for any misunderstanding.

If your account is currently still open, send another self-exclusion request to Vegasino support according to the template I shared with you above, and include me in the copy of the email.

To determine the best course of action, please share with me the requests you sent to the casino before opening a complaint here. Sent the communication you exchanged with the casino to my email at tomas@casino.guru

Thanks i advance for your cooperation.

Hi Tomas, I tried to log in and it says my account is under review... I assume it's been closed. Now it's time to get my money back.

Ciao Tomas ho provato ad accedere e mi dice che il mio account è in fase di revisione…, presumo sia stato chiuso . Ora tocca facci rimborsare i soldi

I apologize for any misunderstanding. We won't ask the casino for a refund of lost funds without evidence that you ought to be protected and the protection failed.

Your previous self-exclusion requests are vital evidence for us to review.

Kindly forward your previous self-exclusion requests sent to the casino from your registered email address and any other related evidence. Send it to my email at tomas@casino.guru

Good, I forwarded you an email, unfortunately I don't have any other proof, I wasn't able to save it, thanks

buon le ho girato un e-mail purtroppo altre prove non ne ho nn sono riuscito a salvarmele grazie

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 Ettore, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Vegasino Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for bringing our attention to this matter and allowing us to participate.

We are sorry to read about this accident and would like to extend our sincere apologies to Bernadino for any inconvenience caused by it.

Please allow us some time while we carefully investigate the matter. We will post a reply once we have gathered more information.

Your patience is much appreciated.

Kind regards,

Vegasino Team

Dear Bernadino,

Thank you for your patience so far.

We want to inform you that your case was raised with the relevant department and is currently being reviewed.

Please allow us a bit more time to conduct a thorough investigation, we will post an update once a decision is made.

If any questions arise in the meantime, we will be happy to address them.

Kind regards,

Vegasino Team

Dear client,

Thank you for waiting.

After careful investigation of your case, we kindly inform you that a refund of 1620 EUR has been issued for you. We will inform you soon via e-mail if we need bank details for the transaction.

Thank you so much for your understanding to the matter.

Best regards,

Vegasino Team

Dear Vegasino Casino, thank you for sharing the results of your investigation. Can you please confirm the player's account has been closed closed as well, all the marketing communication will cease and he will not be able to reopen the account, or re-register with the same credentials? Thank you.

Dear Ettore, please let us know here once you receive the refund, and whether you are satisfied with the outcome of this complaint..

Thank you so much, I will definitely let you know once I receive the refund.

Grazie mille le farò sapere sicuramente una volta ricevuto il rimborso

Dear all,

We would like to confirm that the player's account has been successfully unsubscribed and permanently closed.

Furthermore, we are pleased to inform you that the refund has been successfully completed today, 15.09.2025.

Thank you for your cooperation.

Kind Regards,

Vegasino Team

This is great news, and I would like to thank the Vegasino Casino for expediting the whole process in a timely manner. Much appreciated. :)

Dear Ettore, please let us know once you receive the refund. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ettore,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej