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.