Vegasino Casino - Игрок нарушил правило самоисключения.

Complaint Against Vegasino – Repeated Self-Exclusion Breach and Refund Request

Dear Casino Guru Team,

I would like to submit a formal complaint against Vegasino Casino regarding a repeated failure to enforce my self-exclusion.

On 24/05/2025, I requested to be self-excluded from my account due to responsible gambling reasons. Despite this request, on 26/03/2026 my account was still fully accessible, allowing me to deposit and continue gambling.

As a direct result of this breach, I lost approximately €1,300 after my self-exclusion request.

This is not an isolated incident. A similar breach occurred in the past, where Vegasino failed to enforce my self-exclusion and eventually acknowledged their mistake by issuing a refund. The fact that this has happened again shows a pattern of negligence and failure to comply with basic player protection standards.

Allowing a self-excluded player to continue gambling is a serious violation of responsible gambling principles. The casino had a clear obligation to block my account immediately after my request.

I am ready to provide full evidence, including:

My self-exclusion request

Account history and transactions

Previous communication and proof of prior similar incident

I would like your advice and assistance.

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Hello,

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. I can see a previous complaint filed against the casino here: https://casino.guru/complaints/vegasino-casino-player-faces-violation-of-self-exclusion

• Could you please explain how your player's account became accessible to you, from your point of view?
• Have you asked the casino for a refund due to failed player protection already? With what result?
• Is the account you accessed the same one, or have you opened a new account?
• Is your player's account currently accessible?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Hello,

Indeed, you can see my previous history with vegasino, as described in my previous complaint.

1.I received a promotion email from vegasino.I clicked on it and realized, despite my previous history with vegasino, that i had access to my account.

2.Yes i have.No result yet.

3.I never opened new account.It was my previous, initial one.

4.At this time the account is closed.

5.I have sent communication with the casino and screenshots also

Hello Christos_min,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru