Vegasino Casino - La richiesta di chiusura dell'account del giocatore non viene rispettata.

Hello, I am filing a complaint against Vegasino casino due to a gross and demonstrable failure of their responsible gaming mechanisms.

On 18/05/2026, I officially requested a permanent account closure and self-exclusion from this casino due to pathological gambling. The casino registered and confirmed my request, but still did not remove my email from their marketing databases.

The casino then actively sent me promotional offers with bonuses (most recently yesterday, 11/06/2026), directly targeting a vulnerable player and violating the self-exclusion rules. As a result of this pressure from the casino's marketing, I was allowed to re-enter the system, make a series of deposits via Apple Pay yesterday (11/06/2026) and lose these funds.

I contacted the casino directly today via Live Chat through an operator named Sibel, where I submitted all screenshots, emails, and payment history and gave them a clear ultimatum to process the refund. However, the casino refused to immediately resolve the situation and is playing dead.

Since the casino has proven to have violated its own terms and conditions as well as its player protection licensing rules, I am asking Casino.Guru for assistance in recovering the full amount of my deposits that the casino allowed me to make after the date of my self-exclusion.

Dobrý den, podávám stížnost na kasino Vegasino z důvodu hrubého a prokazatelného selhání jejich mechanismů pro zodpovědné hraní.

Dne 18. 5. 2026 jsem toto kasino oficiálně požádala o trvalé uzavření účtu a sebevyloučení (self-exclusion) z důvodu závislosti na hazardních hrách (pathological gambling). Kasino moji žádost registrovalo a potvrdilo, přesto však můj e-mail neodstranilo ze svých marketingových databází.

Kasino mi následně aktivně posílalo reklamní nabídky s bonusy (naposledy včera, 11. 6. 2026), čímž přímo cílilo na zranitelného hráče a porušilo pravidla sebevyloučení. V důsledku tohoto tlaku ze strany marketingu kasina mi bylo umožněno se do systému znovu vrátit, provést včera (11. 6. 2026) sérii vkladů přes Apple Pay a tyto prostředky prohrát.

Kasino jsem dnes kontaktovala přímo na Live Chatu přes operátorku jménem Sibel, kde jsem předložila veškeré screenshoty, e-maily i historii plateb a dala jim jasné ultimátum pro vyřízení refundace. Kasino však odmítlo situaci okamžitě řešit a hraje mrtvého brouka.

Vzhledem k tomu, že kasino prokazatelně porušilo své vlastní podmínky i licenční pravidla ochrany hráčů, žádám Casino.Guru o pomoc při vymáhání plné částky mých vkladů, které mi kasino po datu mého sebevyloučení umožnilo provést.

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.

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 discussing the refund of your lost funds? Please share the information to my email at [email protected]
• When was the last time the casino allowed you to deposit?

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

Email sent with all the screenshots and timeline from both mine and their side to [email protected]

Email odeslán se všemi screeny a časovou osou z moji i jejich strany na [email protected]

The casino has acknowledged the error and refunded all deposits after self-exclusion. I can close this complaint as resolved. Thank you for your cooperation.

Casino uznalo chybu a vrátilo veškeré vklady po sebevyloučení. Tuto stížnost mohu uzavřít jako vyřešenou. Děkuji za spolupráci.

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

Dear Gabir,

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,

Tomas