The player from Portugal had requested the closure of his account at Vicibet Casino due to gambling addiction, but despite multiple attempts and assurances from support, his account remained open. He had lost approximately €17,000 while the casino continued to encourage his play rather than assisting him in closing the account. The Complaints Team had attempted to engage the casino for a resolution but received no cooperation, leading to the complaint being marked as "unresolved." It was advised that the player contact the Anjouan Gaming Authority to pursue further action.
Vicibet Casino - Player's account remains open despite closure request.
Unresolved
Our verdict
No reaction
Black points: 4,070
Amount: €17,000
Vicibet Casino
Safety Index:Below averageCase summary
Discussion
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5 months ago
Translation
I registered at the vicibet casino and started playing. Things began to go less well and, knowing my inability to control the game, on September 11 I approached the casino's live chat indicating that I wanted to close my account for reasons of gambling addiction.
They told me I had to send an email to a special address.
I did so immediately, on September 11, as evidenced by the attachment I'm sending.
I immediately received a reply indicating that my matter would be dealt with quickly.
I continued to play and, seeing things getting out of hand, I spoke again 3, 4, 5, 6.... times with live chat support, indicating that I wanted to close the account. I was told to wait for a reply to the email, even though I had told them it was a gambling addiction.
Between lots of deposits and no withdrawals, they continued to deny me the right to close the account, which led to me losing over €16,000 in savings.
All while I insisted in the live chat that they close my account.
instead of closing my account, they lured me with an email appointing a vip manager, saying that I'm an important player and they had several offers for me.
on the 21st, I received an email asking if I wanted to close my account or if I just wanted to take a break (at this point, instead of closing my account, they assigned me a vip manager who offered me some bonuses).
As I knew that on Monday I would receive cashback and could get something back (which I didn't), I waited for the cashback to be deposited in my account. They made me reply to the email saying that I didn't want to close the account. They gave me the cashback (which I spent!) and now I'm still waiting for them to close my account.
In the meantime, due to gambling addiction, I've lost approximately €17,000, as you can see from the register.
The account is still not closed, despite my insistence!
I ask you to help me, both to close the account and to get back this money that I spent because I was addicted to the fact that they deliberately didn't close my account.
thank you for not making my information (especially personal details) public.
regards
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5 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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 specify if the casino responded to your email from 11 September with anything other than just the automatic confirmation that your request had been received? If so, kindly forward their response to me at veronika.f@casino.guru.
- Have you requested self-exclusion more than once? If yes, please also send me all the self-exclusion requests in which you mentioned gambling problems or addiction to veronika.f@casino.guru.
- When was the last time you asked the casino to close your account?
- When was the last time the casino communicated with you?
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
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5 months ago
TranslationGood morning
the only answer they gave me was the automatic one.
Then, in the live chat, I asked to be closed, and they said I had to wait for the reply to the email.
then in response to the email, instead of closing, they decided to give me a vip manager. They offered me a bonus and I continued to play (and deposit)
When I started depositing less (I had already spent my money), they sent me an email (12 days later!) asking if I really wanted to close my account. In fact, the same day they sent that email, I was told by the manager that I would have to reply to the email indicating that I didn't want to close the account, otherwise they wouldn't be able to credit the cashback to my account (which I ended up doing, in order to be entitled to the cashback).
in addition to the conversations in the live chat, yesterday I asked for the account to be closed again and so far I've had no response.
the account is still open...
i would like you to help me get at least some of that money back, if possible.
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5 months ago
TranslationAfter filing this complaint, I have already asked them to close my account several times. I've attached two more receipts (I've asked for them more than once).
In response... silence!
instead, from the same email address, they send me an "exclusive offer" to deposit more, with a bonus enticement!
I don't know what to do if you don't help me. I know that I've already lost a lot of money because of the (deliberate) inefficiency of this house. And I'd like you to help me get it back!
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5 months ago
TranslationJust to complete the complaint, I keep sending emails asking for the account to be closed. They still haven't replied, which is causing me a lot of damage.
attached is my latest request...
In the absence of a response to my request, they respond instead with... more offers and enticement... with bonuses and offers!
i ask you to help me, once again, to get this closure and recover the money i spent
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5 months ago
Thank you very much, playerfromportugalmn, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Hello playerfromportugalmn, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Vicibet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 months ago
Since we have found another contact for the casino representatives, I am slightly prolonging the timer to give them chance to consult the complaint internally.
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4 months ago
Dear playerfromportugalmn,
I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:
Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
I am really sorry I could not be of more help on this occasion. :(
Best regards,
Matej
