Vegas Hero Casino - Запрос игрока на закрытие учетной записи игнорируется.

I tried to close my account on January 27, 2026, due to gambling addiction.

I did this via email after the employee in the chat pointed out that it was only possible via email.

I did that too.

Today, after depositing money again because I can't control my addiction, I wrote an email stating that I want to close my account due to gambling addiction.

Unfortunately, my emails are not being answered.

I also demand the return of my deposits that I made there after January 27, 2026, as my account should have been closed long ago.

Und zwar habe ich wegen spielsucht versucht mein konto am 27.01.26 zu schliessen.

Dieses habe ich per email gemacht nachdem ich vom Mitarbeiter im Chat darauf hingewiesen wurde das es nur per.email geht.

Dies habe ich auch gemacht.

Heute habe ich nachdem ich wieder geld eingezahlt habe da ich meine Sucht nicht unter Kontrolle habe eine email geschrieben das ich mein konto wegen spielsucht schliessen möchte.

Es wird aber leider nicht auf meine Emails reagiert.

Ich fordere auch meine Einzahlungen zurück die ich nach dem 27.01.26 dort eingezahlt habe , da mein konto schon längst hätte geschlossen werden müssen

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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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the original email you sent to the casino requesting the closure of your account to [email protected]?
• Have you made sure that you used the correct email address when contacting the casino’s customer support?
• After your initial email went unanswered, did you try reaching out to the casino via any other communication channels? If so, do you have any screenshots or transcripts of those communications?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have forwarded the emails to you.

I had asked in the chat before writing the email.

The staff said it would only be possible via email.

I did this without taking a screenshot.

I never knew I would need it.

Yes, of course I checked whether it was the correct email address.

Thank you for taking me on.

Ich habe Ihnen die Emails zukommen lassen.

Ich hatte bevor ich die email geschrieben habe beim Chat nachgefragt.

Die Mitarbeiter meinten es würde ausschließlich über email gehen.

Dieses tat ich dann auch ohne einen Screenshot zu machen.

Ich wusste ja nicht das ich es einmal brauchen würde.

Ja überprüft habe ich natürlich ob es die richtige email adresse ist.

Danke das sich mich annehmen

Now the price is even 920 euros.

They simply didn't block my account, so I deposited another €360.

Mittlerweile geht es sogar um 920 euro.

Sie sperren meinen Account einfach nicht sodass ich nochmal 360 € eingezahlt habe.

Thank you for the email. Have you received any responses from the casino in the meantime? Have you tried sending them any more emails or notifying them of your request via chat as well?

Have you ever received a response from this casino's support email?

Good morning

I haven't received an email from the casino yet.

Furthermore, my casino account is still active.

No, I haven't written any more emails or asked about closing the account in the chat.

I no longer want to go to that site because my desire to deposit money there and continue playing is simply too strong.

Best regards

Guten Morgen

Ich habe noch keine email vom casino erhalten.

Desweiteren ist mein casino Account auch immer noch aktiv.

Nein ich habe bisher keine Emails mehr mehr geschrieben oder im Chat nach schliessung des Kontos gefragt.

Ich möchte nicht mehr auf die Seite weil mein Verlangen geld dort einzuzahlen und weiter zu spielen einfach zu gross ist.

Mit freundlichen Grüßen

Dear Tottimar

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Tottimar,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Vegas Hero Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Vegas Hero Casino representative to join this conversation and participate in resolving this complaint.

Dear Vegas Hero 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 for providing the information.

Dear All,

Thank you for reaching out and bringing this matter to our attention. We were sincerely sorry to hear about the player’s situation, and we appreciate the opportunity to clarify the steps we have taken.

Please be assured that the account in question has been permanently closed, and all associated communication and marketing programs have been deactivated to ensure no further contact is initiated.

Regarding the self-exclusion request mentioned for January 27, 2026, we have conducted a thorough search of our records and have been unable to locate an email corresponding to that date or request. To help us investigate this discrepancy further and ensure our processes are working correctly, could we please ask the player to provide a screenshot of the original email showing the receiver and the sender?

Once we have this information, we will be able to perform a more targeted search in our system to determine why the request was not initially captured.

Thank you for your cooperation.

Best regards,

Vegashero Casino Team

Dear Vegas Hero Casino,

Thank you for your response and for informing us that you are looking into this case.

Please check the screenshots below and reply when there is any update regarding this complaint.