Vegasino Casino - A conta do jogador foi reaberta apesar da autoexclusão.

Hello,

I currently have several open complaints against casinos operated by the same operator, my accounts were reopened on several casino websites after I had already self-excluded without my doing anything. This was also the case on Vegasino, where I had my account closed in December 2024, but it was automatically reopened over the last week, and I even received several bonus offers.

On February 24, 2025, I asked for a new block, but so far there has been no response from the casino. My account remains open and I can continue to deposit. I already informed the operators of my gambling problem when I originally requested self-exclusion, but my accounts have been reopened on at least 8 casino websites of this company.

Something like this should never happen, especially if those responsible know about an existing gambling addiction.

Thank you very much in advance!

Best regards

Hallo,

ich habe aktuell mehrere offene Beschwerden gegen Casinos desselben Betreibers, meine Konten wurden auf etlichen Casino-Websites nach einem bereits erfolgten Selbstausschluss ohne mein Zutun wiedereröffnet. So auch auf Vegasino, dort habe ich mein Konto bereits im Dezember 2024 schließen lassen, es wurde jedoch im Laufe der letzten Woche automatisch wiedereröffnet, ich erhielt sogar mehrere Bonus-Angebote.

Am 24.02.2025 habe ich um eine erneute Sperrung gebeten, doch bisher kam keine Reaktion seitens des Casinos. Mein Konto bleibt geöffnet und ich kann weiterhin einzahlen. Bereits bei der ursprünglichen Anfrage auf Selbstausschluss habe ich die Betreiber auf mein Glücksspielproblem aufmerksam gemacht, doch wurden meine Konten auf mindestens 8 Casino-Websites dieser Firma wiedereröffnet.

So etwas sollte keinesfalls passieren, insbesondere wenn die Verantwortlichen von einer vorliegenden Spielsucht wissen.

Ich danke vielmals im Voraus!

Liebe Grüße

Dear lolseinsohn,

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.

• What prompted you to attempt to access your casino account?
• Could you please share your initial and subsequent self-exclusion requests sent to Vegasino with me? If you received any confirmation about self-exclusion being active from the casino please forward it as well.
• My email is tomas@casino.guru
• Is your account currently open? Have you requested a refund due to failed self-exclusion from the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

I hereby withdraw my complaint against Vegasino because I have made a large profit and therefore no refund of my deposits is necessary. However, the whole process is unacceptable, which I told the casino in my email about blocking my account again.

I have another open complaint against a casino operated by the same Vegasino operator, where I will clarify the remaining details.

Nevertheless, thank you very much for the help!

Hallo Thomas,

ich nehme meine Beschwerde gegen Vegasino hiermit zurück, da ich einen großen Gewinn erzielt habe und daher keine Erstattung meiner Einzahlungen nötig ist. Dennoch ist der gesamte Vorgang nicht akzeptabel, was ich dem Casino in meiner Mail zur erneuten Sperrung meines Accounts mitgeteilt habe.

Ich habe noch eine weitere offene Beschwerde gegen ein Casino vom selben Betreiber von Vegasino, dort werde ich die restlichen Einzelheiten klären.

Dennoch vielen Dank für die Hilfe!

Hello Thomas,

Unfortunately, the casino has still not closed my account, which is why I was able to lose a large part of my winnings. I still have access to the account and can continue to make deposits, the difference between deposits and withdrawals after reactivating my account is a total of 164 euros (464 euros deposits and a withdrawal of 300 euros). If the casino had responded to my renewed request to block it, I would not have been able to cancel my second withdrawal and play again. I apologize for the inconvenience, I cannot really control my gaming behavior at the moment.

Many thanks and kind regards!

Hallo Thomas,

leider hat das Casino mein Konto immer noch nicht geschlossen, weshalb es mir möglich war, einen Großteil des Gewinns wieder zu verlieren. Ich habe noch Zugriff auf das Konto und kann weiterhin Einzahlungen durchführen, die Differenz zwischen Ein- und Auszahlungen nach der Reaktivierung meines Kontos beträgt insgesamt 164 Euro (464 Euro Einzahlungen und eine Auszahlung von 300 Euro). Hätte das Casino auf meine erneute Bitte um Sperrung reagiert, wäre es mir nicht möglich gewesen meine zweite Auszahlung abzubrechen und erneut zu spielen. Ich bitte um Entschuldigung für die Umstände, ich kann mein Spielverhalten aktuell nicht wirklich kontrollieren.

Vielen Dank und liebe Grüße!

Thanks for your reply.

I apologize for not replying earlier.

If you informed the casino about your struggle to control your gambling, or of your gambling problems, the casino should not allow you to gamble further.

For us to investigate or compel the casino to act, we'll need proof you did so. Please share evidence you informed the casino of your gambling problems/struggle to control your gambling with me. My email is tomas@casino.guru

If you wish to close the complaint without our involvement, please let me know as well.

Hello Tomas,

Thank you very much for your help! I am forwarding you the email exchange between me and Vegasino support, where you can see that my account was automatically reopened and that the renewed blocking took far too long.

Thanks again and best regards!

Hallo Tomas,

Vielen Dank für Ihre Hilfe! Ich leite Ihnen den Mailverkehr zwischen mir und dem Vegasino-Support weiter, dort wird ersichtlich, dass mein Konto automatisch wiedereröffnet wurde und die erneute Sperrung deutlich zu lange gedauert hat.

Nochmals danke und liebe Grüße!

Thank you very much, lolseinsohn, 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.

Dear lolseinsohn,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vegasino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vegasino Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the automatic reopening of the player's account, despite the self-exclusion due to a gambling problem being in place since December 2024?

Thank you in advance for your prompt response.

Best Regards,

Kubo

Hello Kubo,

I sent you an email today with a question, but I confused two casinos with similar names. I would still appreciate it if you could help me, as I'm unsure about some details regarding possible waivers. Please excuse the confusion.

I wish you a pleasant week and thank you for your help!

Hallo Kubo,

ich hatte dir heute eine Mail mit einer Frage geschrieben, doch dabei hatte ich zwei Casinos mit ähnlichen Namen verwechselt. Ich wäre dir dennoch dankbar, wenn du mir dabei helfen würdest, da ich mir bezüglich möglicher Verzichtserklärungen bei einigen Details unsicher bin. Entschuldige bitt die Verwechslung.

Ich wünsche dir eine angenehme Woche und danke dir für deine Hilfe!

Dear lolseinsohn,

We are sorry to hear about for your experience.

We would want to inform you that the account were re-opened via technical glitch. And we are happy to confirm your account was closed once again.

We are checking your request with our relevant departments.

We should be able to provide you an update at the earliest as possible.

Best regards,

Vegasino team.

Dear Vegasino team,

Thank you for the clarification and your willingness to cooperate!

Best regards

Liebes Vegasino-Team,

vielen Dank für die Klarstellung und Ihre Kooperationsbereitschaft!

Liebe Grüße

Dear Kubo,

The casino and I have reached an agreement. I'll get back to you as soon as I receive the refund so the complaint can be closed.

Thanks again to you for your help and to the Vegasino team for their cooperation!

Best regards

Lieber Kubo,

das Casino und ich sind zu einer Einigung gekommen. Ich melde mich noch einmal hier, sobald die Rückerstattung bei mir angekommen ist, damit die Beschwerde geschlossen werden kann.

Nochmals vielen Dank an dich für deine Hilfe und an das Vegasino-Team für die Kooperationsbereitschaft!

Liebe Grüße

Dear Kubo,

Vegasino and I have reached an agreement, so the complaint can be closed. Thank you very much for your help!

Best regards

Lieber Kubo,

Vegasino und ich sind zu einer Einigung gekommen, die Beschwerde kann demnach geschlossen werden. Vielen lieben Dank für deine Hilfe!

Liebe Grüße

Dear lolseinsohn,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo