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VegasCasino.io - Refuses to honor self-exclusion request

UNRESOLVED
Loucasper United States
posted on November 27, 2017.

Hello - On 11/20 I contacted online chat and requested that my account be permanently closed due to me having a gambling issue. I was directed to email customer service with my request. I immediately sent an email requesting closure and self exclusion due to having a gambling problem.

I did not get a response until the next day in 11/21 stating they don’t do permanent closures, only short term because then I would never be able to play there again (kind of the point of me requesting the self exclusion since I have an issue). I again immediately responded that I had a gambling problem and was still depositing and needed for them to close and block my account for whatever the longest was they could do if they weren’t able to do permanent.

On 11/22 I still had not heard back and again sent an email reiterating the importance of closure since I was still depositing and really needed their assistance on being excluded.

As of today (four days after my original request, I have not heard back from them and my account is still open. I have deposited around $700-$800 US dollars worth of bitcoin since my original request. They refuse to close my account despite several requests. I would like my account closed and believe they should refund all deposits made after the original request. They are blantantly ignoring my request in an attempt to get more money from me. It is shady and very unprofessional.

AskGamblers
posted on November 27, 2017.

Dear @Loucasper,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed refund request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Loucasper United States
posted on November 28, 2017.

Thank you very much for your attention to my complaint.

They finally closed my account. After my initial chat and several emails (with only my initial email being responded to as noted above), I contacted live chat. The gentleman told me "Oh, I can do that for you." My initial request was via Live Chat and I was told that I had to email. All of this would have been avoided had the original request been complied with. They strung me along so that I would continue to deposit. The total deposits made after my initial request were .16 BTC, roughly the equivalent of $1590 US dollars. I have yet to hear from the casino regarding a refund. They seem to be keeping with the "avoid and ignore" tactics that they have displayed from the beginning of this.

Thank you again for your attention to this matter. I am hopeful that a resolution will be forthcoming.

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