Vegas Now Casino - L'account del giocatore non è stato chiuso nonostante le numerose richieste.

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 [email protected].

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.

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