Viking Luck Casino - Player’s account has been closed without reason.

I am a Spanish resident permanently registered in the Spanish National Self-Exclusion Registry (RGIAJ) since before 2014. This is a national mandatory registry administered by the DGOJ (Spanish Gambling Authority). Any operator accepting Spanish players is required to verify against this registry.

Despite my self-exclusion status, VikingLuck accepted deposits from me and allowed real-money gaming on repeated occasions.

On 24 April 2025, I sent a written request to VikingLuck support explicitly requesting immediate and permanent account closure due to gambling disorder. The operator did not respond and did not close the account.

Nearly one year later, on 24, 27 and 28 March 2026, VikingLuck sent me personalised promotional emails addressed to me by full name, offering VIP bonuses of up to €600 to induce further deposits — with full knowledge of my gambling disorder.

I also have a documented clinical diagnosis of Bipolar Disorder, which severely impairs rational financial decision-making during manic episodes.

What I am requesting:

1. Full restitution of all net deposits made on VikingLuck

2. Compensation for moral damages for wilful exploitation of a self-identified gambling addict whose condition was known to the operator

3. Permanent account closure and cessation of all marketing communications

Evidence available:

∙ Written account closure request dated 24 April 2025

∙ Copies of promotional emails received 24, 27 and 28 March 2026

∙ Certificate of RGIAJ registration (pre-2014, permanent)

∙ Clinical psychiatric report (Bipolar Disorder)

∙ Certified extrajudicial demand letter (burofax) sent to NovaForge Ltd. on 31 March 2026

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Dear Padel,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’ve been experiencing.

Thank you also for the detailed description of your case — it is very helpful. To better understand the circumstances and assess how we can assist you, I would like to ask you for a few additional details:

• Could you please send us the original email you sent to the casino on 24 April 2025 as an attachment?
• Have you sent any other emails or requests to the casino regarding account closure or your gambling issues? If so, please forward those as well.
• Did you receive any response at all from the casino to your closure request or any follow-up communication?
• Lastly, if you have already attempted to resolve this issue directly with the casino after receiving those promotions, please let me know the outcome.

If it is more convenient for you, you may forward all relevant communication and documents directly to my email at petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela