The player from Italy requested account deletion on October 22nd due to gambling addiction, providing updated email information. However, the casino has not responded and has not deleted the account, resulting in a loss of €3,747. He claims his status as a pathological gambler is unprotected and is seeking a refund for his losses incurred after the deletion request.
Vegasino Casino - Player’s account deletion request has been ignored.
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4d 23h 23m 6s
Vegasino Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
On October 22nd, I asked Vegas support to immediately delete my account because I suffered from a serious gambling addiction. I specified that my account email address had changed, providing both the previous and current email addresses.
They replied that they had taken care of my application, but no one ever responded to me. Obviously, the account wasn't deleted, and obviously, being a certified patient with a medical condition, I continued to gamble, losing €3,747, after deducting my winnings and the cashback refunded to me by the VIP manager. I should add that I have proof of all this and that I've been under indefinite self-exclusion with the Italian ADM for years now.
I believe my status as a pathological patient has not been protected, and I intend to take legal action if the matter cannot be resolved amicably. Obviously, in the period leading up to October 22nd, I lost a much, much larger sum. But what I am asking for is a refund of the amount owed after my deletion request. Lastly, the site chat keeps redirecting me to: [email protected]
but I don't get any answers from here.
I hope you can help me resolve this matter quickly and civilly. I take this opportunity to wish everyone a happy holiday.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected] as evidence.
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Vegasino Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
Translation
Hi Tomas,
Thank you for your attention.
Just today I received an email from Vegasino customer support informing me that my account was closed.
I want to give you a detailed update on how events have unfolded over the last few days.
Yesterday, I sent an official email warning them to immediately close my account and an official refund request, specifying that the request concerned the amount I had wagered, excluding wire transfers for winnings received. Today, following the support team's response, I reiterated my firm intention to continue pursuing my request, including through official communications to the ADM, to Poste Italiane, where I hold my current account, and possibly filing a complaint with the Postal Police if they fail to respond positively to my refund request.
I will send what you requested to your personal email address as soon as possible.
However, I must make a correction to what I wrote the other time on your site.
I had sent an initial email requesting account closure due to gambling addiction on August 28, 2025. Unfortunately, between the day I opened the account (late June) and August 28, my company email address had changed, so the team asked me to write from the email address registered in the account. I couldn't do this because the old email address was disabled for sending emails, but I could only read incoming emails. At that point, like a good pathological patient, I glossed over the matter and continued playing until October 22, when I communicated my firm intention to close the account and the email change that had occurred months earlier.
Again, my request was duly processed, but no one ever responded, neither by changing my email address nor by closing my account.
I also wrote an official email to the ADM because I believe my sensitive profile was not protected in any way, given that I was able to register and play on a foreign site despite having Italian citizenship and having been under indefinite self-exclusion for a long time. What kind of protection would this provide, allowing a compulsive gambler to freely register on a gaming site that is essentially unauthorized in Italy? In any case, I believe the most serious issue is that an online gaming site that receives a written request to close an account ignores it as if nothing had happened for over two months.
As soon as I have the opportunity, I'll send you the documentation you requested, truly hoping that the matter can be resolved quickly and amicably. The amount I requested is probably a quarter of what I spent on the site, and perhaps even less.
Thank you for your support and happy new year.
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1 month ago
Hello Tanzalito,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Translation
That's fine,
thank you so much.
I'll wait for Tomas to come back.
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3 weeks ago
Thanks for the detailed explanation and the update.
So far, I haven't received any correspondence from you. Kindly share your efforts to seek protection addressed to the casino via email to [email protected] for me to review. I apologize for the delay, and I appreciate your cooperation.
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1 week ago
Hello Tanzalito,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 days ago
Hello Tanzalito,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
