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

Dear Petronela,

Thank you very much for your prompt response and for taking on my case.

I have already sent you two separate emails to petronela.k@casino.guru containing all the requested documents, including the original account closure request from 24 April 2025 and the promotional emails received from VikingLuck in March and April 2026.

Please let me know if you need anything else to proceed with the investigation.

Best regards,

David G******* D******

Hi Padel,

Thank you very much for your message and for sending the requested documents to my email — I confirm they have been received.

To proceed with the investigation, I would kindly ask you to clarify a couple of additional points:

• 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?

These details are important for us to fully assess the timeline and the casino’s actions.

Thank you.

Dear Petronela,

Just to confirm I have replied to your questions by email with full documentation attached. Here is a brief summary of the key points:

VikingLuck received my explicit account closure request on 24 April 2025, in which I stated I needed the account closed permanently due to gambling addiction. They never responded.

The financial report they provided under GDPR Article 15 reveals the full extent of what followed: a total of 3,770 EUR deposited across 19 transactions, with zero withdrawals. Most critically, VikingLuck continued accepting deposits for over a month after my closure request — 940 EUR across 10 transactions between 27 April and 24 May 2025 — with full knowledge of my addiction. Not a single euro was ever returned.

In addition, between 24 March and 7 April 2026, I received 9 personalised promotional emails from VikingLuck encouraging me to deposit, all addressed to me by name. 

VikingLuck only closed my account on 11 April 2026 — 352 days after my closure request — and only after I initiated formal legal proceedings.

I believe the evidence speaks for itself.

Best regards,

David

Dear Padel,

Thank you very much for your detailed explanation.

Just to make sure I understand your situation correctly:

Is it correct that you sent one account closure request to the casino on 24 April 2025, and that you did not receive any reply to this email at all?

Additionally, could you please confirm whether this was the only request you sent regarding account closure or your gambling issues, or if there were any other attempts to contact the casino?

Thank you in advance for your clarification.

Dear Petronela,

Thank you so much for your message and for taking the time to review my case carefully — I truly appreciate your attention to detail.

I am glad to confirm that I have already addressed both of your questions, along with some additional relevant information and updates, in a separate email I sent to you with several documents attached. I hope you have had the chance to receive it.

Regarding my preferred method of communication: I would kindly ask that we continue our correspondence by email, as it allows me to provide you with all the necessary documentation in an organised and clear manner, and also helps me keep a proper record of our exchange.

Please do not hesitate to let me know if anything is unclear or if you require any further clarification — I am fully available and happy to assist.

Thank you again for your support and understanding.

Kind regards,

David

Hi Padel,

Thank you very much for your update and for sharing the documentation with us. I truly appreciate the time and effort you’ve put into preparing your case.

I understand your position and the reasoning behind requesting the full amount of €3,770. However, after carefully reviewing the circumstances, I would like to clarify an important point regarding the applicability of the Spanish self-exclusion system (RGIAJ).

While your argument would be fully valid in a situation where the casino operates under a Spanish license, in this case, Viking Luck does not hold such a license. As a result, they are not legally bound to enforce the Spanish self-exclusion registry in the same way a locally licensed operator would be.

Because of this, your entitlement to the remaining amount (€2,830) cannot be firmly established from a regulatory standpoint, even though I understand your expectations.

Taking this into account, the offer of €940 presented by the casino appears to be a goodwill gesture rather than a legal obligation, and in the current circumstances, it represents a reasonable and positive outcome.

For this reason, I would strongly recommend considering accepting this offer.

Of course, the final decision is entirely up to you, and I fully respect whichever path you choose. If you decide to proceed further (for example through legal channels), that would be outside of our mediation scope.

Please let me know how you would like to proceed.

Dear Petronela,

Thank you for your honest assessment and for taking the time to explain your position so clearly. I truly appreciate your support throughout this process.

I understand and respect your view, and I want to share one piece of legal information that I believe may be relevant before I make a final decision — not to challenge your judgement, but because I think it could be useful in your conversations with VikingLuck.

On 15 January 2026, the Court of Justice of the European Union issued a ruling in Case C-77/24 (Wunner) specifically addressing online casinos operating without a local licence. The ruling established that, in cases where an unlicensed operator causes harm to a consumer in an EU member state, the law applicable is that of the consumer's country of residence — in this case, Spain — regardless of whether the operator holds a Spanish licence. The court found that the damage materialises where the consumer is located, and that Spanish consumer protection and gambling regulations therefore apply.

This means that VikingLuck's lack of a Spanish DGOJ licence does not exempt them from Spanish gambling law, including the RGIAJ self-exclusion registry. If anything, operating without a licence while knowingly accepting deposits from a registered self-excluded player strengthens the legal case against them.

I raise this not to escalate the situation, but because I genuinely believe that if VikingLuck's legal team is aware of this ruling — which was issued just three months ago — it may change their assessment of their exposure. It is cited in the formal legal claim I shared with you.

I am still very much open to resolving this through mediation, and I respect whatever conclusion you reach. I simply wanted to make sure you had this information available.

Thank you again for everything.

Best regards,

David

Hi Padel,

Thank you very much for your thoughtful and detailed message — I truly appreciate the additional context you’ve provided.

I understand your point regarding the recent CJEU ruling and the argument that consumer protection laws of the player’s country may apply even when the operator is not locally licensed. It is indeed a valid legal perspective and I appreciate you bringing it to my attention.

That said, I would like to clarify that within our role as an independent mediator, we base our decisions primarily on industry standards, practical enforceability, and the level of cooperation from the casino, rather than on complex legal interpretations that would ultimately require a formal legal authority to assess and enforce.

In your case, the key point remains that the casino has acknowledged your request from 24 April 2025 and has offered to refund the deposits made after this date (€940), which aligns with what we typically consider a fair resolution in similar situations — especially given that the operator is not bound by the Spanish self-exclusion system from a regulatory standpoint within our mediation scope.

While I fully understand your reasoning for requesting the full amount, from our perspective, the casino’s offer represents a reasonable compromise and a positive outcome in this context.

Of course, if you believe that your case should be assessed under the legal framework you mentioned, pursuing it through legal channels would be the appropriate next step, as this goes beyond what we are able to enforce within our mediation process.

Please let me know how you would like to proceed.

Thank you again for your cooperation and understanding.

Dear Petronela,

Thank you for your clear and honest explanation. I fully understand Casino Guru’s position and I appreciate everything you have done throughout this process.

I have decided to accept the casino’s offer of 940 EUR and have already provided my bank details to VikingLuck directly. I will pursue the remaining amount through other channels at my own pace.

Thank you again for your support and professionalism.

Best regards,

David

Hi Padel,

Thank you very much for your reply and for letting us know your decision.

I appreciate your understanding and cooperation throughout the complaint process. I’m glad to hear that the casino has agreed to process the refund of €940 and that you have already provided your bank details.

Could you please kindly confirm here once you receive the funds, so that we can proceed accordingly with the complaint?

Thank you again for your professionalism and communication during this case.

Dear Petronela,

I can confirm that I have received the payment of 940 EUR from VikingLuck.

Thank you very much for your support and professionalism throughout this process. I genuinely appreciate the time and effort you dedicated to my case.

Kind regards,

D.

Dear Padel,

We’re glad to hear that the casino has agreed to process the refund of €940 and that you accepted this resolution.

Based on the agreement reached during the complaint process, we have now adjusted the disputed amount in the complaint from €13,000 to €940 and will mark the complaint as "resolved" in our system.

Thank you very much for your cooperation, detailed communication, and understanding throughout this case. We truly appreciate the constructive approach you maintained during the investigation.

If you ever encounter any issues with this or any other casino in the future, please feel free to contact our Complaint Resolution Center again. We are always here to help.

As you know, our services are completely free of charge and we do not accept any gratuities. However, if you would be willing to share your experience with our services on Trustpilot (link here), we would greatly appreciate it. Your honest feedback could help other players who may be considering reaching out to us for assistance.

Thank you again for your time and cooperation.

Best regards,

Petronela

Casino.Guru