Vinyl Casino - Игрок ищет помощь с закрытием аккаунта.

I've been trying for years to stop playing here. I'm always denied. In 2025 alone, I lost €5,000 here. Probably €20,000 in total. Please help.

Seit jahren versuche ich, hier nicht mehr spielen zu dürfen. Das wird mir immer wieder verwehrt. Allein 2025 habe ich hier 5000 Euro verspielt. Insgesamt wohl 20.000. Bitte um Hilfe.

Dear jo64075,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vinyl Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Vinyl Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Dear Thomas, based on your recommendation, I wrote to Vinylcasino again and made a copy of you.

I would also like to answer your questions:

My account hasn't been suspended yet. I can still access it.

I have contacted support several times.

My last application was from June 2025, as you can see in the copy of my email.

I tried this several times before in 2024.

Unfortunately, my last deposit was yesterday. That's my addiction problem.

The casino has never responded to any of my inquiries.

Best regards,

j*******

Lieber Thomas, auf deine Empfehlung habe ich nochmals das Vinylcasino angeschrieben und dich in Kopie genommen.

Auf deine Fragen möchte ich auch gern antworten:

Mein Konto wurde bisher nicht gesperrt. Ich kann noch darauf zugreifen.

Ich habe den Support mehrfach angeschrieben.

Mein letzter Antrag war vom Juni 2025, das sehen Sie in der Kopie meiner Mail.

Vorher habe ich das mehrfach versucht in 2024.

Meine letzte Einzahlung war leider gestern. Das ist ja mein Suchtproblem.

Das Casino hat mir noch nie auf irgendwelche Anfragen geantwortet.

Liebe Grüsse,

j*******

To date, my account has not been blocked.

Bis heute wurde mein Konto nicht gesperrt.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin ([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 jo64075,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I can see you have already provided me with exclusion requests from 17/6 and 11/6, but I would like to ask you to try to find all the other mentioned self-exclusion requests and send them to my mail [email protected]. I would also like to invite the Vinyl Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why is the user's account still open? I strongly urge you to close it as quick as possible. In case there are any relevant reasons or issues preventing this, please let us know.

Thank you in advance for providing us with your view of the issue.

Hello jo64075,

We would like to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, we kindly suggest you to please share the reference number so we can check and help you accordingly.

That would help investigate your case and resolve the matter.

Thank you,

Vinyl Casino

Dear casino representative,

we have just received an email from the player. He has received an invitation to your VIP program. We deem this to be unacceptable in relation to any responsible gambling policies. We strongly urge you to close the player's account tied to the attached email address immediately.

Hello jo64075 and Casino Guru,

While we empathize with the players' dissatisfaction, it is essential for us to have the "reference number" to continue following our established protocol.

Thank you,

Vinyl Team

Hello Vinyl Casino, I never received a confirmation email with a reference number. My emails were always ignored.

Hallo Vinyl Casino, ich habe nie eine Bestätigungs-E-Mail mit einer Referenznummer erhalten. Meine Mails wurden immer ignoriert.

Hello Vinyl Casino. I can still log in. What's wrong with you? That can't be the problem. You have all my data!

Hallo Vinyl Casino. Ich kann mich immer noch anmelden. Was läuft denn falsch bei Ihnen? Das kann doch nicht das Problem sein. Sie haben alle Daten von mir!

Dear jo64075,

please check again for the mentioned reference number. You can also submit your email and username connected to your account here, I will mark the whole response sensitive, so only you, the casino and me can see this information.

Hello Martin, I never received a response from the casino. Therefore, I never received a reference number. They never responded. Sorry. Besides, I can still register at the casino. They have all my data. What could be the problem?

Hallo Martin, ich habe nie eine Antwort vom Casino erhalten. Damit auch keine Referenznummer. Es wurde nie geantwortet. Sorry. Ausserdem kann ich mich immer noch im Casino anmelden. Die haben doch alle Daten von mir. Wo kann denn das Problem sein?

I find this really awful and feel helpless. My only hope lies with you.

Ich finde das echt schlimm und fühle mich hilflos. Meine einzige Hoffnung liegt bei Dir.

Dear jo64075,

I fully understand your frustration and feeling of helplessness, However, please enter your mail and username you use in the casino here. Nobody other than these three involved parties will see it. There is a chance it will speed up the process.

Also, I want to encourage you not to give in and not to play any further.

Hello Martin, my player name and my email address are identical:

Unfortunately, I just lost another 3,000 euros. While drunk. I still have access. I can't take it anymore!

Hallo Martin, mein Spielername und meine Mailadresse sind identisch: [email protected]

Habe leider gerade wieder 3000 Euro verloren. Betrunken. Ich habe immer noch Zugriff. Ich kann nicht mehr!

My username and email address are identical. My username is not ******. Please mark messages with my email address as private. Thank you.

Mein Benutzername und meine Emailadresse sind identisch. Mein Benutzername ist nicht ******. Bitte markieren Sie die Nachrichten mit meiner Mailadresse als privat. Vielen Dank.

Dear Martin,

The customer's account is duly closed.

Please be informed that we sent you an email to [email protected]. Looking forward to your reply.

Best regards,

VinylCasino.com

The account has been closed. I now await a refund of my losses. Thank you very much! Kind regards.

Das Konto ist geschlossen. Ich erwarte nun eine Rückerstattung meiner Verluste. Vielen Dank! Mit freundlichem Gruss.

Dear jo64075,

thank you for letting us know, I am happy to hear that your account has been finally closed. In the meantime, please provide the casino with copies of your self-exclusion requests. I have attached them in a message to the casino already, but it might be better if you send them yourself as well.

Also, if you have copies of the other exclusion requests you have mentioned to me, please send them to both [email protected] and the casino as well.

Hello Martin, there's another entry here that contains my real email address and thus my real name. Please mark this as "private." I don't want to be found in search engines.

Thank you. Which casino address should I resend my emails to?

Hallo Martin, hier gibt es noch einen Eintrag, der meine echte Mailadresse und damit meinen Klarnamen enthält. Dieses bitte dringend als "privat" markieren. Ich möchte so nicht in Suchmaschinen gefunden werden.

Vielen Dank. An welche Adresse des Casinos soll ich meine Mails erneut senden?

Hello jo64075,

as far as I can see, all of these posts are marked as sensitive - meaning only the involved parties can see them. You can send the emails to [email protected]

Dear Martin, I just replied to your last email and hope it helps. I'm shocked that the casino apparently didn't receive anything.

Best regards

Jürgen

Lieber Martin, ich habe gerade auf deine letzte Mail geantwortet und hoffe, dass es weiterhilft. Bin erschüttert, das das Casino angeblich nichts bekommen hat.

Liebe Grüße

Jürgen

Dear Martin,

We have sent you an email and kindly ask you to check it at your earliest convenience.

Thank you in advance,

VinylCasino Team

Dear parties,

thank you for your continued cooperation. I have now sent one more message to the casino via email.

Dear Martin,

An email has been sent to you. Please confirm receipt and review it at your earliest convenience.

Thank you!

VinylCasino Team

Dear Martin, I sent an email to you and the email address you provided, following your instructions. If there was supposed to be an automatic reply, I didn't receive it.

Kind regards

Jürgen

Lieber Martin, ich habe eine Mail gemäß deiner Anleitung an die angegebene Mailadresse und an Dich verschickt. Falls da eine automatische Antwort kommen sollte, habe ich die nicht erhalten.

Lieben Gruss

Jürgen

...I've also been chatting with the casino about this a few times. Unfortunately, I don't have any screenshots. You never know in advance that it could happen like this. Is this also being denied?

..ich war ja auch öfter dazu im Chat mit dem Casino. Leider habe ich dazu keine Screenshots. Man weiss ja vorher nicht, dass es so laufen kann. Wird das denn auch geleugnet?

Dear jo64075,

I have received your email, thank you for your cooperation.

Regarding the live chat communication, yes, the casino denies receiving any requests to close the account, both by email and through live chat.

Dear Martin, the casino's statement isn't true. There's also a duty to provide information under the GDPR! I submitted a request for information about that, too. I never received a response. What happens next? I'd like a solution without the need for a lawyer and court proceedings. If necessary, I'd be willing to take this route, as I'm very upset and upset.

I've also been in the chat a few times. Unfortunately, I don't have any screenshots. I'd like to try to find a compromise here.

Best regards

Jürgen

Lieber Martin, die Aussage vom Casino entspricht nicht der Wahrheit. Es besteht doch auch eine Auskunftspflicht per DSGVO!? Da hatte ich auch mal eine Anfrage gestellt. Auch da habe ich nie eine Antwort erhalten. Wie geht es nun weiter? Ich hätte gern eine Lösung, ohne dass ich dafür einen Anwalt und ein Gericht benötige. Zur Not würde ich hier aber auch den Weg gehen wollen, da ich sehr verärgert und erschüttert bin.

Ich war ja auch öfter im Chat. Leider ohne Screenshots. Ich würde hier gern einen Kompromiss anstreben wollen.

Vielen Grüße

Jürgen

Dear Martin,

We have sent you an email and kindly ask you to check it at your earliest convenience.

Your support in managing this matter is greatly appreciated,

VinylCasino Team

Dear Vinyl Casino representative,

thank you for your response. I have sent you an additional email.

Dear Martin,

An email has been sent to you. Please confirm receipt and review it at your earliest convenience.

Your support in managing this matter is greatly appreciated,

VinylCasino Team

Dear parties,

I would like to give you an update on the current state of the matter. We have received sufficient proof, that the player's emails have not reached the casino. This is of course a very unfortunate event, and we believe neither side can be blamed for this.

We have therefore asked the casino for live chat transcripts of the conversations between the parties. The casino declines ever receiving responsible gambling related messages from the player, we therefore cannot verify the claim via this channel either.

In the interest of transparency and fair mediation, we would therefore like to propose a compromise. Given that the casino had been sufficiently informed of the player's gambling issues through this complaint, we believe a partial refund, specifically of the real money losses incurred from 9th July onward (the VIP program invitation), would represent a fair resolution to this case.

Dear Martin, thank you very much for your efforts so far. I would be happy with a partial refund. However, I haven't received an offer for that yet.

BUT: My mail and internet provider says that all emails have been transferred.

I also found a screenshot on an old phone regarding the live chat. I'll send that separately.

I also requested the following on March 17, 2024: "Vinylcasino: Information pursuant to Art. 15 of the General Data Protection Regulation (GDPR)." I received no response to this either. This could have serious consequences for Vinyl if it is reported.

Kind regards

Jürgen

Lieber Martin, vielen Dank für die bisherigen Bemühungen. Mit einer Teilerstattung wäre ich einverstanden. Dazu habe ich bisher aber kein Angebot erhalten.

ABER: Mein Mail- und Internetprovider sagt, dass alle Mails übertragen wurden.

Dazu habe ich noch einen Screenshot auf einem alten Handy gefunden, was den Live-Chat betrifft. Das sende ich separat.

Ausserdem habe ich am 17.03.2024 darum gebeten: "Vinylcasino: Auskunft nach Art. 15 Datenschutz-Grundverordnung (DSGVO)". Auch darauf habe ich keine Antwort erhalten. Das kann bei Anzeige böse für Vinyl enden.

Lieben Gruss

Jürgen

Dear jo64075,

We would kindly request to check the offer provided via email.

Thank you in advance.

Kind Regards

Vinyl Casino Team

Dear casino representative,

thank you for your response.

Dear jo64075,

please let us know when you receive the offer and contact me at [email protected] or in the thread.

Dear Martin, I received an offer from Vinylcasino, but it's unacceptable. I've lost a lot of money since I was verifiably informed of my desire to self-exclude.

@VinylCasino: Dear VinylCasino: Please correct the amount in the offer. It doesn't have to be ALL, but please make it fairer.

@Martin: I forwarded the offer to you with my comments.

I think we'll come to an agreement soon. But it has to look a little fairer than the offer suggests.

Kind regards,

jo64075

Lieber Martin, ich habe ein Angebot von Vinylcasino erhalten, welches aber nicht akzeptabel ist. Ich habe hier seit nachweisbarer Kenntnis meines Wunsches zum Selbstausschluss ein Vielfaches verspielt.

@VinylCasino: Liebes VinylCasino: Bitte korrigieren Sie doch die Summe im Angebot. Es muss ja nicht ALLES sein, aber bitte fairer.

@Martin: Ich habe dir das Angebot mit meinen Kommentaren weitergeleitet.

Ich glaube, wir werden uns bald einig. Aber es muss doch etwas fairer aussehen, als im Angebot.

Lieben Gruss,

jo64075

Dear Casino, dear Martin,

I have just submitted my account details.

Kind regards

jo64075

Liebes Casino, lieber Martin,

ich habe gerade meine Kontodaten übermittelt.

Freundliche Grüße

jo64075

Dear parties,

thank you for your continued cooperation. We are currently awaiting the casino's response.

Hello everyone, I haven't received any payment yet.

Best regards

jo64075

Hallo zusammen, bisher habe ich keine Zahlung erhalten.

Liebe Grüße

jo64075

Dear Casino, when can I expect payment? I confirmed your email on the 15th and sent my account details. Martin also forwarded my corresponding email to you. So it should be available.

Thanks in advance for your quick reply.

jo64075

Liebes Casino, wann kann ich mit der Zahlung rechnen? Ihre Mail habe ich am 15ten bestätigt und meine Kontodaten übermittelt. Auch Martin hat meine entpsrechende Mail noch einmal an Sie weitergeleitet. Sie sollte also vorliegen.

Danke vorab für schnelle Antwort.

jo64075

Dear jo64075,

Thank you for getting back to us.

We kindly ask you to share your bank details once more in response to the settlement offer sent on 12.08.

Your cooperation is much appreciated.

Kind regards,

Vinyl Casino

Dear jo64075,

thank you for keeping us updated.

Dear casino representative,

can you please confirm, whether you have received the bank details?

Dear jo64075,

We are pleased to confirm that your payment is in process.

Thank you for your cooperation.

Kind regards,

Vinyl Casino Team

Dear casino representative,

thank you for letting us know.

Dear jo64075,

we will be awaiting your confirmation.

Dear Martin, the case can be closed. Thank you very much.

Lieber Martin, der Fall kann geschlossen werden. Vielen Dank.

Dear jo64075,

We're glad to hear that the issue has now been resolved, and once again would like to thank the support team over at Vinyl Casino for their help with the mediation of this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past.. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

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/casino.guru. 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, 

Martin

Casino.Guru