Beschwerde #10 Vegasino Casino

Account closure and non payment of money

Von ArnaudZupan

vor 1 Jahr

Dear Sir/Madam

I'm contacting your services because I'm having trouble getting a response from VEGASINO.

I have made several deposits on the casino website. I won several bets. The win/loss balance is unfavorable to the casino.

Following the last win 1396.00€, I made a bet of 96.00€ (sports) and made a release of 500.00€ (because the site limits to 500.00€ / days). When I wanted to know the result of my last bet of 96.00€ (sports), I realized that access to the site was impossible.

In fact, a message told me “the account is being verified”.

I then contacted customer service by chat, which informed me that the blocking was due to a wrong identifier. We reset the account. Despite this, access remains impossible. After several more chat exchanges with an advisor, I learn that the account has been suspended for administrative reasons. However, I haven't received any information (e-mail). I still sent my identity card and proof of address.

In the meantime, I did receive an e-mail from the support department informing me that the account had been permanently deleted by the administration. This reply did not explain why.

The problem is that I don't know the outcome of my last bet. In addition, it's impossible for me to log in and withdraw my money. And I have no response from customer service or complaints.

The agents I speak to by chat are not authorized to enter withdrawals and keep suggesting that I write to the email address. (email to which I receive no reply).

You will find the original emails and translations each time.

Thank you in advance,

< name removed >

Unseriöses Casino Vegasino Casino

Grund Verzögerte Auszahlung

Betrag €1396

Diskussion

Vegasino Casino

• Representative

vor 11 Monaten

Dear Askgamblers,

We believe we have provided everything from our side.

We will wait for your update.

Kind regards,
Vegasino team.

AskGamblers

• Support Team

vor 11 Monaten

Dear @ArnaudZupan,

Kindly note that, since you used the international domain of our website to submit your complaint, you are expected to use English only in your further complaint-related communication.

Your latest post has been removed due to not being written in English.

Thank you in advance for your cooperation.

AskGamblers

• Support Team

vor 11 Monaten

Dear @ArnaudZupan,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Vegasino Casino

• Representative

vor 11 Monaten

Dear ArnaudZupan,

We apologies if inconvenience caused due to our promotion offer received earlier.

We have provided further feedback to the relevant department. Therefore, we believe you would not be disturbed from our side.

Once again, thank you for being so patient with us! We really appreciate it. 

Our team wishes you all the best for your future activities!  

Best regards,
Vegasino team.

Vegasino Casino Beschwerde-Statistik

Gelöst 16 / 17

Durchschn. Betrag $2,362

Durchschn. Dauer 10 Tage

Durchschn. Antwortzeit 2 Tage

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Bis heute keine Auszahlung!
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I won around 43.000 NOK on february 27. I proceeded to make 3 withdrawals of 5000 NOK each as is the limit.

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The proof of payment got approved, but they wanted a screenshot of my wallet number on the crypto exchange.

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I would like to submit a complaint against Vegasino regarding the failure to properly act on my repeated requests for account closure due to gambling-related concerns.

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

- On November 12, 2025, I sent a second email explicitly requesting the permanent deletion of my account.

- On January 9, 2026, I sent another email in English clearly stating that I had a gambling problem and requesting immediate and permanent closure.

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These events demonstrate that my self-exclusion requests were not properly enforced, and that I was allowed to continue gambling despite clearly expressing my intention to stop.

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- Email correspondence (Nov 6, Nov 12, Jan 9)
- Chat communication prior to emails
- Account activity and transaction records

I am requesting:
- A review of my case
- A refund of losses incurred after my initial closure request (November 6, 2025), including the 11,980 PLN lost after account reactivation
- A clear explanation as to why my requests were not enforced

I am ready to provide all necessary documents to support my claim.

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

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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.

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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.

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