Hello

I sent several account closure requests to the casino in question over the course of 4 months and requested closure via chat. I submitted my first account closure request in December 2024. The account was not closed despite my requests or my playing was not blocked in any way. I was able to continue playing and making deposits. But when I won €400 and made a withdrawal, the account was closed immediately and the withdrawal and balance were voided.

If deposits or withdrawals are not returned, it is significant and important to inform other players that this casino and its sister casinos do not adhere to responsible gaming and that the company behind the casinos does not adhere to responsible gaming principles and the owner of these casinos should not be operating in the casino market.

Dear deepshadow,

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.

• Have you made any deposits after you confirmed it's okay for the casino to forfeit the balance on your account?
• Have you received any responses to your previous attempts at self-exclusion from the casino you didn't include with your first post?

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

Hi, thank you for your comments and response, my comments below.

Have you made deposits after confirming that the casino may lose your account balance?

• Yes, I made my last deposit on April 17th, as I recall, because based on previous discussions and experiences, I didn't believe that the account would be closed.
• and the account had not been closed by April 17, according to the message on April 13, which is pure procrastination.
• The company behind the casino does not take account closure requests seriously but delays or leaves the account open, I have complained to their sister casinos about the same thing

Have you received any responses to your previous attempts to exclude yourself from the casino that you did not include in your first message?

• I have not received any responses to previous blocking requests via email, I was only able to attach 6 attachments to the complaint
• I have also tried to close my account many times via chat and was directed to contact support via email.
• Total attempts from December 2024-April 2025 have been 4-5 emails and 4 attempts via chat

I think the company's actions are irresponsible and it needs to be stopped, they have 10 casino sites and they can't be closed. Only when you make a withdrawal do they close the account and claim that you yourself wanted to close the account. And generally when an account is closed, the funds are returned, not cancelled.

Thanks

Thank you very much, deepshadow, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]), 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.

Hello deepshadow, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Vegasino Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.

I would also like to state, that we see voiding the balance upon account closure of the self-excluded players as going totally against our Fair Gambling Codex and this will have to be amended, if the casino would like to maintain such a high safety rating as it has right now.

But first, I would like you to confirm if the player's account has been permanently closed, marked as "closed due to gambling addiction, not to be reopened" and whether any marketing communication will cease going forward.

Secondly, could you please let us know why the self-exclusion request from December 2024 has not been acknowledged and the one from March 2025 has been responded to only in April? In case of sensitive information that you can't share in this thread, any and all relevant evidence can be sent to me directly at [email protected]. Thank you.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

We'll check this and get back to you soon.

Kind regards,

Vegasino team

Dear Vegasino team, please let us know as soon as the investigation is complete, so we can move the complaint further. Thank you. :)

Hello All,

We have asked deepshadow to share the bank details waiting for his update.

Kind regards,

Vegasino team.

Thank you for letting me know! Vegasino team, could you please confirm the account has now been closed, marked as "gambling addict" and it will be impossible to get it reopened, or for the player to open a new account using the same credentials? Also, could you please confirm all the marketing communication will cease, going forward?

Dear deepshadow, please let me know here once you provide the details to the casino, and whether the amount is satisfactory. Thank you.

Bank details sent on May 16, 2026 at 3:33 PM ET.

Hello,

Thank you for your help, the cancelled withdrawal request of €400 has now been credited to my account. Thank you very much! You have been a great help!

Dear deepshadow,

I am very happy to hear that your issue has been resolved, and would like to thank Vegasino Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com