Vegas Hero Casino - Zahtev igrača za samoisključenje se ignoriše.

Despite repeated requests, the casino has not blocked my account. On May 19th and 20th, I informed them via live chat and email that I have a gambling addiction and request self-exclusion. Even today, I was kicked out of the live chat again after reiterating my request. In the meantime, I have lost a significant amount of money.

Das Casino sperrt trotz mehrmaliger Aufforderung mein Konto nicht. Bereits am 19.05 und am 20.05 habe ich im livechat und per Email mitgeteilt, dass ich eine Spielsucht habe und einen Selbstausschluss fordere. Sogar heute wurde ich wieder aus dem Live Chat geworfen, nachdem ich meine Forderung geäußert habe. In der Zwischenzeit konnte ich viel Geld verspielen.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original self-exclusion requests that you sent to the casino (full emails, not just screenshots), along with the casino's responses at veronika.f@casino.guru?
• Have you passed the full KYC verification?
• When was the last time the casino communicated with you regarding the closure of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika