Beschwerde #17 Vegas Hero Casino

Failed to self exclude me

Von Mdolly

vor 1 Monat

Earlier this year I requested a permanent self exclusion from Vegas Hero and instigated a complaint with Askgambers which was rejected as I didn't have the supporting documents which was due to having lost my previous phone on which the screenshots etc were saved. You can probably locate this complaint which will give the dates around which I had been sending emails etc to close my account due to gambling problems. Last week I gambled with the site again and then sent further emails and had chats on their support asking again for permanent exclusion. Again like before the site just didn't respond to me at all. I have also this morning asked for a copy of all my previous correspondence with the site to prove I have asked several times to be excluded to no avail. I also lost further monies last night again and I hope to recoup losses as I feel this site is in breach of its responsibility to safer gambling tools. I hope your site can assist me in closing my account permanently, recouping losses and helping to get the site to provide this previous correspondence that they surely have on file which will support my claim.

I am starting this complaint quickly as I simply don't expect to hear anything back from this site which is what happened previously. Can you advise me if the site has to provide me with my previous correspondence as this is the evidence I need to prove that they have repeatedly ignored my requests and kept my account open and allowed me to keep gambling on the site despite knowing about my gambling problem

I have attached proof of recent deposits also.

Regards

Unseriöses Casino Vegas Hero Casino

Betrag €1520

Diskussion

Mdolly

vor 1 Monat

My account has been closed but Vegas Hero refuse to refund any deposits or acknowledge they did not adhere to their own safer gambling policy

AskGamblers

• Support Team

vor 1 Monat

Dear Vegas Hero Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Mdolly

vor 1 Monat

Finally I have had a response from Vegas Hero and they have permanently closed my account but they are refusing to refund any deposits and do not acknowledge that my account exclusion was requested months ago and therefore no recent deposits should have been allowed so I dispute their refusal to refund me any money and have asked for them to acknowledge the timing of my initial request to close to account. Thier reason for not refunding me is spurious and does not take into account that they actively encouraged further gambling from me despite knowing for months I had a gambling problem and have not upheld their own so called safer gambling policy

Mdolly

vor 1 Monat

Vegas Hero rather than do the decent thing and permanently close my account and refund deposits they should never have taken instead made me a VIP member and sent a slew of bonuses to encourage me to gamble even more and they have the nerve to say they are committed to safer gambling.

Vegas Hero Casino Beschwerde-Statistik

Gelöst 2 / 8

Durchschn. Betrag $6,073

Durchschn. Dauer 4 Tage

Durchschn. Antwortzeit 3 Tage

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