Vegasino Casino - 出金の問題によりプレイヤーのアカウントは閉鎖されました。

I'm here to complain about Vegasino casino.

I made some deposits, and I was losing, I started making high bets until I managed to recover some money, but I made the withdrawal request for 500 euros last July 31 and the payment was never processed again even though it said that no verification was required. I asked in the chat why it was taking so long and they said I had to wait three working days, so, because I'm addicted to gambling, I canceled the withdrawal and lost everything. After that, I asked in the chat for my self-exclusion and informed them of my addiction, they said they could only deal with it by email, on the website they don't make the self-exclusion option available which I find unacceptable, it has to be an option made available and with immediate effect. In the meantime I sent an e-mail and they acknowledged receipt.

Some time later I tried to deposit 50 euros to see if I could get some money back and I was winning 500 euros until I ended up losing everything again. I immediately asked the casino why they had allowed me to play again and said I would complain, at which point they immediately canceled my account.

I would like to ask you to refund me the total amount, about 1000 euros that I deposited in this casino due to the lack of transparency, the omission of an accessible and functional self-exclusion button or tool, the permission to deposit and bet even after the exclusion request, the violation of responsible gaming regulations and the lack of diligence in verifying the player's condition.

I look forward to your reply,

Thank you.

Venho por este meio apresentar a minha reclamação relativamente ao casino Vegasino.

Fiz alguns depósitos, e fui perdendo, comecei a fazer apostas altas até que consegui recuperar algum dinheiro, mas fiz o pedido de levantamento de 500 euros no passado dia 31 de julho e nunca mais foi processado o pagamento mesmo dizendo que não era necessária qualquer verificação. Questionei no chat a demora e disseram que teria de aguardar os 3 dias úteis, de acordo com o vício que tenho no jogo, cancelei o levantamento e perdi tudo. Após isso, pedi no chat a minha autoexclusão e informei do meu vício, disseram que só poderiam tratar disso por e-mail, no site não disponibilizam a opção de autoexclusão o que acho inadmissível, tem de ser uma opção disponibilizada e de efeito imediato. Entretanto enviei e-mail e acusaram a sua receção.

Algum tempo depois tentei depositar 50 euros para ver se recuperava algum dinheiro e estava a ganhar 500 euros até que acabei por perder tudo novamente. Questionei o casino imediatamente sobre a razão pela qual tinham aceite que voltasse a jogar e disse que reclamaria, aí cancelaram de imediato a minha conta.

Venho pedir que me reembolsem o valor total, cerca de 1000 euros que depositei neste casino pela falta de transparência, omissão do botão ou ferramenta de autoexclusão acessível e funcional, pela permissão para depósitos e apostas mesmo após o pedido de exclusão, violando os regulamentos de jogo responsávele a falta de diligência na verificação da condição do jogador.

Fico a aguardar resposta,

Obrigada.

Hello, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the responsible gambling section on the casino's website and have found the following information:

Self-exclusion request: you can contact Support Service Team via e-mail: support@vegasino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Please allow me to ask you a few questions, so I can understand the whole situation completely:

• When was the first time that you mentioned to the casino support that you have a gambling addiction? Did you inform them in the live chat or via email?
• Do you have any screenshots of that conversation in which you mentioned your addiction?
• Do I understand correctly that you requested to delete your account due to a gambling addiction on 2 August? When exactly was your account blocked?
• Would you be so kind as to forward me the account closure requests that you sent to the casino (not as a screenshot), together with all relevant communication between you and the casino, especially when you mentioned your gambling addiction? My email address is natalia.b@casino.guru.

Thank you very much in advance. 

Best regards, 

Natalia

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I've sent my reply by email. I have attached several attachments.

Enviei a minha resposta por email. Pois anexei vários anexos.

Dear player,

Thank you for your emails. Based on the screenshots you sent, I can conclude that the earliest documented mention of gambling addiction was in your email to the casino on 02/08/2025. You stated that you wanted to delete your account because you're addicted to gambling. The casino responded later that same day at 17:58, confirming that your account had been closed.

This means the casino fulfilled its obligations under its responsible gambling policy, which states that such requests will be handled within 24 hours. While we understand that you were able to make a small deposit shortly before the closure was processed, the casino still acted within the stated timeframe, and we cannot conclude that there was a failure in their responsible gambling procedures.

Additionally, we would like to clarify that although you are excluded in Portugal’s national gambling self-exclusion system (SRIJ), this casino does not operate under a Portuguese license and is therefore not integrated with that system.

Given that your self-exclusion request was properly handled and the gambling activity occurred before the casino was informed about your addiction, we are unable to request a refund on your behalf.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Natalia

Dear andreiaadriano977,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I'm sorry to bother you, but I don't think it's normal for the casino not to have a self-exclusion tool. And the casino only closed the account when I informed them that I was going to complain to the relevant authorities. I can't accept them closing my complaint.

As a compulsive gambler and having directly informed the casino of my addition. The casino would immediately have to cancel any deposit. It goes against all rules of responsible gambling

Lamento incomodar, mas não acho normal o casino não ter uma ferramenta que possibilite a autoexclusão. E o casino só procedeu ao encerramento da conta quando informei que iria reclamar junto das entidades competentes. Não aceito que encerrem a minha reclamação.

Sendo jogador compulsivo e tendo informado diretamente o casino sobre a minha adição. O casino teria imediatamente de me cancelar qualquer depósito. Vai contra todas as normas de jogo responsável

Dear player, we appreciate your openness about the challenges you were facing. After reviewing all the details, however, we must conclude that the casino acted in line with its responsible gambling policy. Your account was closed on the same day you reported your gambling addiction, which means the casino handled your request within the required timeframe.

Unfortunately, any deposits or gameplay that occurred before your self-exclusion request cannot be refunded, as the casino was not yet aware of your situation. Please also note that not all platforms offer an automatic self-exclusion option directly in the account settings, and in such cases, contacting customer support (as you did) is the correct procedure.

Please let me share a few resources related to responsible gambling that might be useful:

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports 15 languages, is quick and easy to install on multiple devices, taking just two minutes. Once installed, it blocks access to over 87200 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia