The player from Germany had closed his account for self-protection on February 15th, but subsequently deposited money again the next day, resulting in a loss of €565. He had noticed that all payment and game histories from February 15th were deleted, and he had received no response to multiple inquiries. The Complaints Team had attempted to contact the casino multiple times but had not received a response. Consequently, the complaint was marked as "unresolved," and the player was advised to reach out to the Gaming Authority for further assistance since the casino did not display its license, making official complaints challenging. Later, the casino confirmed that the player's account was permanently closed and provided evidence that no further deposits were made after the self-exclusion request. However, the player contested this, stating he had deposited funds after the self-exclusion. The Complaints Team concluded that the closure request did not constitute a self-exclusion, leading to the rejection of the complaint. The player was advised to use protective tools to manage his gambling habits.
Viking Luck Casino - Player’s account has been closed and funds are missing.
Other
Amount: €565
Viking Luck Casino
Safety Index:Fresh casinoCase summary
Translation
Hello,
For self-protection, I had my account closed on February 15th around noon (via live chat and email).
The support did not respond to my request and I deposited money again on February 16th. In total, I lost €565.
There was no response to my complaint.
When I wanted to check my payment history, I noticed that all payments and game histories from February 15th had been deleted. The casino therefore knows that it is in the wrong. There was no response to several inquiries via live chat and email.
Dear Joshi777,
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 gambling problems).
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? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
TranslationHello Dominika,
I tried to close the account because I probably had gambling problems and lost too much money. I forwarded the email.
TranslationIs there finally a solution to this?
Were you able to contact the casino
Dear Joshi777, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.
Has your casino account been closed? If not, kindly submit a self-exclusion request as advised below.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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 a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (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."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
TranslationHello,
Unfortunately, this answer is not helpful.
Even after sending this and further emails, my account was not closed.
Dear Joshi777, kindly forward me the account closure requests that you sent to the casino. My email address is dominika.l@casino.guru.
Translationmy account is still open. Have you contacted the casino?
Dear Joshi777, has your casino account been closed since the request you sent on February 27 to the correct email address?
TranslationNo, unfortunately not. I will continue to be solicited with spam messages.
My deposits have not been refunded either.
Thank you very much, Joshi777, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Joshi777, 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. Could you please confirm if you have made any deposits and/or withdrawals since 27/02?
Also, I’d like to invite a representative of Viking Luck 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 you can provide us with any and all relevant evidence. Any sensitive information can be sent to me directly at matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
TranslationHello?
Have you been able to resolve my case yet? I am still waiting for my deposits to be refunded.
Hi Joshi777, if there was anything new, I would already post an update in this thread.
Unfortunately, I have not received a response to my message sent to both Support team and Complaints team. I have tried again today, copying in also their affiliate partnership e-mail, hoping that someone higher up will pick up on this.
TranslationHello,
Since the casino hasn't responded, what additional steps can I take?
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.
Dear Joshi777,
Given the low safety index of this casino, and the fact I am yet to hear from any of the three e-mail addresses I have messaged twice now, I think it is quite safe to assume there will be no reply whatsoever. Although - for the sake of transparency, we will give them until the end of the second timer, before moving forward.
In the meantime, I will check if they have any kind of ADR procedure I can refer you to, or how to lodge a complaint with their licensor. Also, unresolved cases like these tend to lower the casino's safety index on our website. While not a great resolution for yourself, it could help other people stay safe by avoiding the casinos with low rating and many unresolved complaints.
On the bright side, there is still six days to go and I will try to re-send my e-mail once again and hope to get a response.
I have tried to contact the casino repeatedly via e-mails, 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 Viking Luck Casino does not display their licence (despite being owned by NovaForge N.V. and is listed on the AGA list of licensed casinos), 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 would they 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,
Matej
We’ve reopened this complaint at the request of Viking Luck Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear all,
We are currently reviewing your request in detail. We will respond promptly once we have an update.
Thank you for your understanding and patience.
Kind Regards,
Viking Luck Casino team
Dear Matej,
We kindly request to check the information that we shared with you via email.
If you have any additional questions, do not hesitate to contact us.
Kind Regards,
Viking Luck Casino Team
I would like to thank the Viking Luck Casino Team for the response and providing evidence.
Dear Joshi777, the casino has confirmed your account has now been permanently closed, with no option for reopening or re-registering with your credentials, fulfilling the responsible gambling obligations.
Additionally, I have been provided with evidence showing that you had no further deposits made after requesting the self-exclusion, that I could request to be refunded. In light of this development, I believe this complaint can now be closed, unless I have missed some crucial part of the whole issue.
TranslationHello Matej,
I definitely deposited funds after applying for self-exclusion on February 15.
I am sending you an email with a bank statement as proof.
The total is 565€.
Thank you for the quick reply and the provided details, Joshi777. Unfortunately, I do not have good news for you.
The account closure request you have sent on the 15th, is not a self-exclusion attempt and it does not mention gambling addiction. Because of that, it was assumed you are not a gambler, and any further deposits and bets you make, are done by your own volition. You are therefore fully responsible for any further losses incurred.
On another note, no account closure can be done instantly, and every casino requires reasonable amount of time to close an account. Depositing couple of hours after account closure request is therefore also non-refundable, as it could be easily misused in so-called "free betting" scheme. You have made the casino aware of your gambling addiction on 27th February, therefore anything deposited and gambled beforehand is non-refundable and I have no leverage thus.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion.
But before you go, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for the maximum protection it is advised to have a family member or a friend to set the app password in your stead. If you need further help or have additional questions, you can reach me at matej.l@casino.guru.
Best regards,
Matej
