ViperWin Casino - Player is locked out after canceling withdrawal.

Buonasera,

il casino non mi fa più entrare nel sito, dopo aver annullato la richiesta di prelievo.

Avevo depositato 20€ e giocato legittimamente alla roulette.

Potreste aiutarmi per favore?

Allego qualche immagine.

Grazie.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that you cancelled the withdrawal request yourself, rather than the casino cancelling it?
• Did you pass the full KYC verification, or at least submit any identity documents to this casino for verification?
• Have you contacted the casino customer support to ask why your account was blocked?
• Could you please specify which roulette game you played and which game provider it was from?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Gentile Veronika,

grazie per il suo riscontro. Procedo a rispondere alle sue domande:

Ho capito bene che hai annullato tu la richiesta di prelievo, anziché lasciarla annullare dal casinò?

No, il prelievo è stato annullato dal casino (come potrà vedere dalla mail che ho ricevuto), non sono stato io.

Hai completato la verifica KYC o hai almeno inviato dei documenti di identità a questo casinò per la verifica?

No, fino a quel momento non era stata necessaria la verifica per questo tipo di casinò.

Hai contattato l'assistenza clienti del casinò per chiedere perché il tuo account è stato bloccato?

Ho provato a chiedere in chat, ma mi è stato chiesto di scrivere per email. Purtroppo non ho avuto tempo per scrivere una mail ancora all'assistenza.

Potresti specificare a quale gioco di roulette hai giocato e da quale fornitore?

French Roulette (non live) - NETENT

Resto a disposizione per qualsiasi dubbio

Please contact the casino customer support and ask them to clarify the reason why your account was blocked. Once you receive their response, kindly forward it to me at veronika.f@casino.guru.

If you have already communicated with customer support regarding the account block and have any screenshots or transcripts of those conversations, please forward those to me as well.

I appreciate your time and cooperation.

Buongiorno Veronika,

qui di seguito la risposta ricevuta in chat da un loro operatore:

Resto a disposizione.

Grazie per il supporto.

Dear FabioPossanzini

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite ViperWin Casino representative to join this conversation.

Dear ViperWin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Casino Guru,

Following a comprehensive review of players account activity, we confirm that players account has been permanently closed.

This action has been taken due to a breach of our General Terms and Conditions, specifically Section 7.19 (Prohibited Abusive Strategies) and Section 7.20 (Penalties for Abuse). Our investigation confirmed the use of non-compliant betting strategies that violate our policies regarding recreational gameplay and promotional integrity.

In accordance with Section 7.20, this closure includes the voiding of all active promotions and the forfeiture of winnings accrued through the use of these prohibited strategies.

Kind Regards,

ViperWin Casino Team

Dear ViperWin Casino,

Thanks for getting back to us.

Could you please provide a bit more detail on what exactly the player did that you consider to be a breach of Sections 7.19 and 7.20? It would also be helpful if you could share the relevant evidence supporting your decision.

You can send the evidence directly to me at barbora.p@casino.guru if it cannot be shared publicly in the complaint.

Dear Casino Guru,

We have requested this information from the relevant department and will follow up with you as soon as we receive an update.

Kind Regards,

ViperWin Team

Thank you for the update. We’ll wait for the requested information and evidence.

Dear All,

Following a review with the relevant department regarding the account in question, we can officially confirm that the player's account has been permanently closed. This action was taken in accordance with Sections 7.19 and 7.20 from our Terms & Conditions.

We would like to kindly draw your attention to the following articles from our Terms and Conditions:

7.19 It is strictly prohibited to engage in any promotion abuse. This includes, but is not limited to:

*any and all minimum risk strategies, for example, low risk roulette bet (any bet spread combination on roulette games covering 24 (twenty-four) or more of the 37 (thirty-seven) unique spots on the table).

*placing individual bet amounts greater than 100 EUR / 450 PLN / 1 000 NOK / 150 AUD / 600 BRL / 150 CAD / CHF 110 / 85,000 CLP / 2 500 CZK / 40.000 HUF / 200 NZD / 500 PEN / 100 USD before wagering is met.

*moving from low weighted or un-weighted games (in the context of contribution to wagering requirements) to a high weighted game after large wins for the purpose of clearing wagering requirements.

*from high risk betting to low risk betting after a big win, for the purposes of clearing wagering requirements.

*two-tier betting.

*playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards – for example by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus or with a subsequent deposit.

*other strategies, taking advantage of any software, bug or failure, or participating in any form of activity that we, in our sole and absolute discretion, deem to be abusive.

7.20 If you engage in any promotion abuse, fraud, or manipulation this shall be considered as a breach of the Terms. In such cases, and in addition to other remedies available to us, we reserve the right to void all promotions you participated in, void and confiscate all the winnings derived therefrom, and prevent your participation in future promotions.

Thank you for your understanding.

Kind regards,

Viperwin Casino Team

Dear ViperWin Casino,

To continue with the review of the complaint, could you please send me the evidence supporting the decision to close the player's account and confiscate the winnings?

You can send it directly to me at barbora.p@casino.guru, especially if the evidence contains information that cannot be shared publicly.

Thank you for your cooperation. I’ll review the information once received.

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 Barbora,

Thank you for your patience.

Please be advised that we have sent you an email containing the requested evidence supporting our decision, along with the relevant sections of our Terms and Conditions.

Best regards,

Viperwin Casino Team

Dear ViperWin Casino,

I’ve reviewed it and have sent you an email with a few follow-up questions.

I’ll wait for your response.

Dear Barbora,

Thank you for the update.

We have received the email and are currently reviewing the additional information/questions with the relevant department. Please allow us a little time to process this internally, and we will get back to you with a response as soon as possible.

Thank you for your patience!

Best regards,

Viperwin Casino Team

Dear ViperWin Casino,

Thanks for the update.

Please get back to me once you have the additional information, so I can continue reviewing the case.

Dear Barbora,

Thank you for your update. We have sent our reply directly to your email regarding this case.

Dear Player,

Please check your inbox and reply to the email we have sent you so we can proceed accordingly.

Best regards,

Viperwin Casino Team

Dear ViperWin Team,

I’ve sent you an email regarding this complaint.

Dear All,

We would like to inform you that we have sent an email to both of you, and as agreed, we have initiated the refund of the deposit.

Thank you for your cooperation and patience throughout this process.

Best regards,

Viperwin Casino Team

Dear player,

Could you please confirm whether you have received the refund?

Gentilissimi,

vi confermo di aver ricevuto correttamente il rimborso in data odierna da parte del casinò.

Ringrazio il Team Casinoguru, Barbora e Veronika per l'assistenza e la pazienza.

E ringrazio il Team del Casinò Viperwin per la comprensione e la collaborazione.

Saluti

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear FabioPossanzini,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora