The player from Germany had requested account closure on January 18, 2025, but received confirmation of closure nearly three months later, during which he continued to make substantial deposits. He sought a refund for those deposits and had not received any feedback from the casino. The issue was resolved when the player received a refund of €4,000 after providing the necessary documents requested by the casino. The Complaints Team marked the complaint as 'resolved' and expressed willingness to assist with any future issues.
Vegasino Casino - Player’s account closure was delayed.
Amount: €4,000
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
Hello,
I requested the closure of my account by email on January 18, 2025.
That same day, I received a response asking me to confirm my request to close my account. I did so on January 18, 2025.
On April 8, 2025, I received confirmation that my account had been closed at my request, almost 3 months later!
During this time, I was able to make further deposits—we're talking thousands of euros! I then sent the casino an email:
,,Hello,
Thank you for your feedback.
It's unacceptable that my account is being closed so late. I was able to continue making deposits. I request that you refund them to me.
I submitted my request to block my account on January 8, 2025!
I hope for a simplified procedure.
Best regards
xxx''
I don't get any feedback!
I hope for your help.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear wpcsgyv5zq,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered regarding the closure of your account.
To better understand your situation and assist you effectively, could you please clarify the following:
- Were there any other communications from the casino between January 18 and April 8 regarding your account?
- Have you received any confirmation of your refund request or any follow-up related to it?
- Do you remember when exactly you made deposits into the casino, and in what amounts?
I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
2 months ago
Translation
Hello,
No, there were no further answers/messages from Vegasino.
Unfortunately, I can't remember the exact amount of my deposit because the casino has now blocked me. But it must have been around €2,000-3,000.
I have not received any feedback or refund from the casino.
Best regards
Automatic translation:
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2 months ago
Translation
Hello,
I have just sent the following email to the casino to receive a detailed breakdown of my deposit.
Best regards
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thank you very much, wpcsgyv5zq, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Hello wpcsgyv5zq,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Vegasino Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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2 months ago
Translation
Hello Michael,
On April 14, 2025, I received the following email.
You haven't addressed my problem at all. I hope you can help me.
After checking my online banking, the disputed amount should be around €4,000.
Best regards
Automatic translation:
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Casino representative
Public
2 months ago
Dear wpcsgyv5zq,
We are sorry to hear about for your experience.
We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
Vegasino team.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear Vegasino Casino,
We will be waiting for your updates.
Public
Casino representative
Public
2 months ago
Dear wpcsgyv5zq,
We kindly request you to please share the requested details via email to proceed further with your request.
We are waiting for your details.
Best regards,
Vegasino team.
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2 months ago
Translation
Hi Micha, here's the email from Vegasino. If I get the money, I'd be happy with the solution. What do you think about the whole thing?
Best regards
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Casino Analyst & Complaint Specialist
Public
2 months ago
Dear wpcsgyv5zq,,
Please proceed according to the casino's instructions.
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2 months ago
Translation
I immediately provided them with the requested data. I'm awaiting a response.
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Casino Analyst & Complaint Specialist
Public
2 months ago
Dear Vegasino Casino,
Please keep us updated on the process.
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2 months ago
Translation
Unfortunately still no response from Vegasino.
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2 months ago
Translation
Good morning,
I don't know why, but I still haven't received an email from the casino or a refund.
I feel like the casino isn't taking me seriously. Would it be better to get a lawyer involved?
Best regards
Automatic translation:
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Casino representative
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2 months ago
Dear wpcsgyv5zq,
Thank you for your information send to us via email.
We would kindly ask you to check your email and sign the provided document in order for us to finalize the agreement.
Thank you in advance for your patience and cooperation
Best regards,
Vegasino team.
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2 months ago
Translation
I have good news. I just received the €4,000. The case is closed.
I would like to thank the entire team for their efforts!
Automatic translation:
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Casino representative
Public
2 months ago
Dear wpcsgyv5zq,
Thank you for your information send to us via email.
Thank you for your confirmation and cooperation.
Best regards,
Vegasino team.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear wpcsgyv5zq,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
www.kpvfaw.com
