Complaint #17 Vegasino Casino

Selfexclusion request ignored

By xxx1957

3 months ago

In January 2026 I formally requested permanent account closure and self-exclusion from Vegasino via email.

I also contacted the operator multiple times:
– via live chat,
– via direct email,
– and via WhatsApp communication with their representatives.

In those communications I clearly stated that I no longer wanted to gamble and that I was experiencing gambling-related problems. I explicitly asked for my account to be permanently closed.

Despite these repeated requests, my account remained fully active. I continued to receive promotional emails and bonus offers (including a 300 PLN bonus). The operator kept sending marketing communications even after I informed them that I did not want to play anymore.

I was able to log in, deposit funds and continue gambling without any restriction.

As a result, I lost approximately 6,823.34 PLN after my request for permanent account closure.

The operator failed to implement responsible gambling measures and did not act upon my repeated requests.

I am requesting a refund of deposits made after my formal self-exclusion request in January 2026, as the account should have been permanently closed.

I can provide email correspondence, chat records and transaction history as evidence.

Disputed Casino Vegasino Casino

Reason Self-exclusion

Amount zł6823.34

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

xxx1957

2 months ago

Dear AskGamblers Team and Vegasino Team,

I confirm that the refund has been received successfully.

Thank you to the AskGamblers Complaint Team for your assistance in resolving this matter, and to the Vegasino team for processing the refund.

The issue can now be considered resolved.

Kind regards.

xxx1957

2 months ago

Dear AskGamblers Team and Vegasino Team,

Thank you for the update and for initiating the refund.

I appreciate your assistance in resolving this matter.
I will confirm here on the forum once the funds have been received.

Kind regards.

Vegasino Casino

• Representative

2 months ago

Dear xxx1957,

We are writing to inform you that your refund has been successfully initiated.

Our team has processed the request on our end.

We will send a follow-up notification as soon as the transaction is fully completed. Thank you for your patience.

Best regards,
Vegasino Casino Team

Vegasino Casino Complaint Stats

Resolved 16 / 16

Avg. Amount $2,403

Avg. Complaint Duration 14 days

Avg. Response Time 2 days

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- Before sending emails, I contacted customer support via live chat and clearly explained that I was losing money and wanted to stop playing. I was instructed to send an email to request account closure.

- On November 6, 2025, I sent an email requesting the closure of my account, stating that I did not want to continue losing money.

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