The player from North Rhine-Westphalia struggled to block her Vikingluck account due to an existing gambling addiction, facing repeated delays and miscommunication between support teams. She had gambled €8363, received €2800 in payouts, and demanded the difference of €5463 back from the casino, feeling desperate for a resolution. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. The complaint could be reopened if the player chose to resume communication.
Viking Luck Casino - Player's account closure request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €5,463
Viking Luck Casino
Safety Index 6.1 Below averageCase summary
Discussion
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3 weeks ago
Translation
Due to an existing gambling addiction, I have tried several times to have my Vikingluck account blocked, but without success. First via chat, then I was told to send an email to support, who told me I had to confirm this, which I did of course. Then suddenly they were no longer responsible and I had to contact the VIP team, who in turn wrote that support was responsible for me, and so it goes back and forth.
From January until now, I have gambled away €8363 and received €2800 in payouts. I demand the difference of €5463 back from the aforementioned online casino, as they are not addressing my issue and I am slowly becoming desperate. PS: I live in Germany, not Puerto Rico; this could not be changed.
Best regards
MK
Automatic translation:
Public
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Viking Luck 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 from January? Please share the information with timestamps if available, to my email at tomas@casino.guru
- 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?
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
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2 weeks ago
Dear MelliKing,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
