The player from Austria repeatedly requested her casino account to be permanently blocked but found her requests ignored as she still received emails and text messages. She expressed disappointment over the lack of action and insisted on no further communication from the casino. The Complaints Team assisted her by facilitating a self-exclusion request, which the casino acknowledged by banning her account. The issue was resolved as she monitored the situation for any further communications from the casino.
Vegasino Casino - Player requests account closure but is ignored.
Amount: ??
Vegasino Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
Translation
I've asked several times to have my casino account permanently blocked. However, they don't seem to be taking my request seriously. I continue to receive emails and text messages, even though I've clearly stated that I don't want to play anymore and don't want any further contact.
I find it very disappointing that my requests are being ignored. I want my account permanently closed and blocked—with no possibility of ever reopening it. I also don't want to receive any more messages from this casino.
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Dear sprite2022,
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 specify the reason for closing your account? Additionally, would you be so kind as to 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
Public
Public
1 month ago
Translation
I'm having a problem with the game. Unfortunately, I don't have any screenshots ??.
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
I’m sorry, but without any emails, chat transcripts, screenshots, or other evidence confirming your self-exclusion request to the casino, we’re unable to assist you in obtaining a refund for your lost deposits. What we can do, however, is help you proceed with a proper self-exclusion moving forward.
When requesting self-exclusion, it’s very important to clearly state the reason for your request and specify the desired duration. Please also ensure that the subject of your email is easy to identify, as casino support teams receive a high volume of messages daily. A well-marked and clear request is more likely to be noticed and granted promptly. I also strongly advise saving a copy of your self-exclusion request for your own records.
Here’s an example you can follow:
Email subject: Self-exclusion due to gambling addiction
Player information:
First name:
Last name:
Date of birth:
Casino login:
Email address:
Email body:
Greetings [Casino Name] Support Team,
I’m writing to request that my account be excluded from this casino and that I no longer receive any gambling-related marketing materials, effective immediately. I request this self-exclusion for a period of [X months/years] (or lifetime).
The reason for this request is gambling addiction.
I understand and accept that I will not be permitted to reverse this self-exclusion before the agreed period has ended.
Sincerely,
[Your Full Name]
Please send this request to the casino’s support email ([email protected]), and kindly CC me at [email protected] so we can keep a record and assist you further if needed.
Public
Public
1 month ago
Translation
The casino wrote to me that I've been banned. I'll keep an eye on whether the ban is permanent and whether I'll stop receiving emails or text messages in the future. Thank you, dear Casino Guru team ?
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Dear sprite2022,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika Fritz
www.kpvfaw.com
