Viking Luck Casino - Player’s account closure request is delayed.

Hello,

I have requested Viking Luck to close my account first on 16.12.2024, then on 19.12.2024 followed by additional requests on 6.1.2025, 7.1.2025 and 10.1.2025. Despite these requests, my account remains open and I have not been contacted by the casino regarding account closure. Viking Luck promises on their site to close accounts during the next 24 hours. As thus, I ask for help with closing my account permanently and to refund deposits made after the first requests.

Dear Niilinhanhet, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? Kindly include the casino's responses as well. My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Thank you for your email.

Please note that we are only able to assist players with their account closure requests if they explicitly state that they are struggling with gambling addiction. Based on the screenshots you provided, you did not mention gambling addiction as the reason for wanting to permanently stop playing. For this reason, we are unable to request refunds for any deposits you may have lost after your initial account closure request.

However, we would be happy to assist you with closing your account if you still wish to proceed.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Viking Luck Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please fill out this template and send it to the casino at support@vikingluck.com. Add my email address veronika.f@casino.guru as the CC.

Dear Niilinhanhet,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Niilinhanhet. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Niilinhanhet,

Please forward me the original email conversations between you and the casino after you requested to be self-excluded on February 24 onwards. My email address is veronika.f@casino.guru.

Hello,

I have sent the emails and would like to point out that no action has been taken and there has not been any answers from the "vipteam" where I was forcibly forwarded. I have also contacted live chat but they just say to use the support email. All contact from support ends, when I try to self exclude, otherwise they do answer regarding other matters. The site is making it impossible to self-exclude.

Thank you very much, Niilinhanhet, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello Niilinhanhet,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Viking Luck Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello,

instead of exclusion, I was offered bonuses to keep gambling. The VIP manager first offered to close my account permanently via Whatsapp but then deleted the message. This casino is a scam when it comes to responsibility and they surely won't answer this inquiry by casinoguru.

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.

I have tried to contact the casino repeatedly via e-mails and Skype, 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. 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. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Normally, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them, however they recently have changed their policy and going forward, casino complaints have to be lodged via the licence validator on the casino's website. This poses a problem, as the BetAlice Casino does not display their licence, therefore it is impossible to officially complain about them.

With this in mind, I would like to ask you to send a message to the Gaming Authority via this link: https://anjouangaming.com/contact/ and ask them what they would recommend doing in this situation -when you need to complain about the casino, but have no option to do so. Please let me know if you need help with submitting the complaint, and I will do the same from our end, to find out the solution for the future reference. I am really sorry I could not be of more help on this occasion.

Best regards,

Michal V

Dear all,

Thank you for reopening this case and allowing us to participate.

Apologies for any inconveniences caused by our delayed response.

We will carefully investigate the matter and post a reply once we have gathered all the needed information.

Kind regards,

Viking Luck Casino

Dear Viking Luck Casino,

We are waiting for your updates.

Dear Casino Guru Team,

Thank you for your patience.

Upon reviewing the case, we discovered that this client was already refunded back in April and there is no further communication since then.

Please let us know the reason why the case was reopened and if we can mark it as Resolved.

Kind regards,

Viking Luck Casino

I would like to point out that the refund given to me does not correspond to the amount under complaint and Viking Luck's customer service did not pay any attention to my blocking requests despite reporting the gaming problem. I am waiting for a response as to why my blocking requests were not honored and why the VIP manager deleted his Whatsapp message in which he announced that he would block my account. After this, on the contrary, the VIP manager encouraged me to play more.

For my part, I do not want the case to be marked as resolved, but I want a refund for all deposits made after the blocking request and an answer as to why my request was not properly processed according to the instructions. Even though I had reported a gaming problem, customer service did not respond to me regarding the matter, but nevertheless offered bonuses etc., in addition to which the VIP manager sent me an email on how I could play better and win. The reason why I accepted a partial refund in the spring was that Viking Luck did not react in any way otherwise. As you can see, they did not initially participate in this discussion either.

Dear Viking Luck,

To answer your question, this complaint was reopened as per your request. Can you tell me what the amount was that was refunded to the player in April?

Dear all,

Thank you for waiting.

We kindly inform you that the refund that the client received at 25th of April 2025 was the amount of 310 EUR.

Best regards,

Viking Luck casino team

Hello,

I would like Viking Luck to respond to the issues raised above. I don't know why this complaint had to be reopened if they still don't want to resolve it.

Dear all,

Thank you for your patience so far.

We took the time to carefully examine the case and sent a detailed explanation to michal.v@casino.guru.

We kindly urge Michal to review our email and let us know if it is sufficient to give his verdict.

Kind regards,

VikingLuck Casino

Dear everyone,

Based on the evidence I reviewed, it is clear that the player accepted the casino's offer for a refund of € 310. Therefore, there are no more bases for additional refunds.

Due to the aforementioned reasons, this complaint will now be rejected. 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.