CasinoVibes - Player seeks resolution for unfair treatment and lost funds.

Dear CasinoGuru,

I am reaching out once again to request your support, as I have been treated extremely unfairly by an online casino, and despite several attempts to resolve the matter directly with them, they have failed to respond or take appropriate action.

About a month ago, I began playing at CasinoVibes. I made my first deposit and received a welcome bonus (300€ + 300€). I lost that amount and later deposited an additional 200€ of real money. I then participated in a "Play Together" group game feature, where a streamer plays on behalf of a group of players who contribute funds.

In this case, the streamer offered an "add-on" of €1000, which was mentioned only in the group description (not in any official, clearly labeled section). Based on this, I contributed €200 and received a payout of €400 after a double win.

Later, I noticed another group where the streamer claimed to offer a €1600 add-on, so I invested €400. However, the day after I joined, a new feature was added that allowed users to see the actual add-on amount more clearly—and I discovered the "€1600" was in fact 75€, as the casino had listed the amount in Mexican pesos (MXN) without clearly indicating the currency. This was highly misleading and confusing, as all previous communication and transactions had been in euros.

I immediately contacted the casino to cancel my participation and requested a refund. They replied that this was not possible but would investigate the issue. However, the investigation took so long that the group game was played regardless—during which I lost a significant portion of my balance (all) due to the falsely stated add-on.

In the end, I received no return on the €400 I would never have chosen to risk, had the add-on value been clearly presented.

The casino later replied, stating that I should have understood the add-on was listed in Mexican pesos—a completely absurd expectation, especially since the rest of the site operates in euros and in my local language.

In addition to this, the casino has:

Refused to provide information about a third-party dispute resolution service, such as CasinoGuru.

Denied my GDPR data request, which I believe is a violation of my legal rights under EU law.

I sincerely hope you can assist me with this case. I am happy to provide any supporting messages, screenshots, or documents upon request.

Thank you in advance for your support.

Dear napasorsa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

What specific communication did you have with the casino regarding your initial and subsequent deposits?

What was the casino's exact response when you requested a refund?

Can you provide screenshots of the group game descriptions, including the stated add-on amounts?

Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Dear Dominika,

I joined the chat as soon as I noticed they had added a new feature—namely, showing the actual add-on amount, not just relying on the streamer's description. In the image I'm providing, this feature was added on that specific day.

When I made my €400 contribution on March 27th, this feature was not yet available.

As soon as I realized this, I immediately requested to cancel my participation. They took the matter under review. When I followed up, they told me that nothing could be done. I asked for the matter to be escalated, and a few days ago I finally received a response. However, since then, they have not replied to me at all.

Attached is their email response.

"Hello Jarkko,

 

We hope everything goes well on your end.

 

I am reaching out to you in regards to your recent LiveChat inquiry. We've just got updates from our team in regards to your bet placed on Zexter event.

 

While we understand that you did not notice the fact that the specified stream was posted for MXN currency, the event was advertised with the correct information and we cannot refund a bet that has been placed.

 

Kindly note that the same goes for the situation in which one plays slots and places a higher bet by mistake. It's the player's responsibility to make sure he reads the information carefully before placing a bet on a certain game/event.

 

Thank you for your understanding and we hope you'll have an amazing weekend ahead! "

 

Best regards,

Alexander"

And as I mentioned, it would never have occurred to me that they would advertise using Mexican pesos as the currency—especially since everything else is handled in euros. I really hope this situation can be resolved sensibly.

Br,Jarkko

Dear napasorsa, thank you for your reply and for providing the screenshot. Upon reviewing it, I can see that the information shown in the image indicates that the add-on is listed in MXN (Mexican Pesos).

However, I'd like to clarify where this screenshot was taken from. Could you confirm whether it was directly from the casino's website or from somewhere else?

Additionally, if possible, please provide a link to the page where this event was displayed, so we can have a closer look at how the information was presented.

Dear,

My screenshot was directly from the website. Once I noticed, they added the clear ADD on value on green! When I joined, this feature was not there!

Here is the link to this section: https://www.casinovibes.com/en/play-together

Br,

Jarkko

Dear napasorsa, I understand that you're feeling frustrated by the situation, and I truly sympathize with your experience. I can see how the change in the way the add-on was presented would have caused confusion, especially when the currency was not clearly indicated before you made your contribution.

While we understand your concerns regarding the currency confusion, it’s important to note that the event was originally advertised with the add-on value in Mexican Pesos (MXN). The responsibility ultimately falls on the player to ensure that all the details are understood before making a financial commitment, much like in any situation where bets are placed.

I fully appreciate that the timing of the update and the lack of clarity caused significant confusion, and I genuinely wish I could offer a different resolution. However, due to the aforementioned reasons, this complaint will now be rejected.

Thank you for your understanding, and I'm sorry we could not be of more help on this occasion. Please do not hesitate to reach out to us if you run into any issues with this or any other casino in the future.

Best regards,

Dominika