ViperWin Casino - Player's account closure request is delayed.

Hello,

It has been months since I'm trying to close my account because of gambling addiction but they absolutely do not care. I already had the same problem with Pandido which seems to be the same casino.

My last request sent was on Monday and until now i have no answers. I have also sent a complaint to Curacao but they haven't replied me yet.

I firstly tried to close my account last year in November or December and i thought it was closed but actually it wasn't and i was able to connect even though they send me mail saying it's closed, it never was closed.

I stipulated several times that i had a gambling addiction but instead of closing, they add free money on account to make me stay.

I think that if i mentioned gambling addiction in 3 emails, my request should be taken immediately into consideration. I have lost thousands because they didn't respect my request.

I'll send you some of the emails sent and the rest later.

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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.

• Could you please forward your original emails requesting self-exclusion, in which you mentioned gambling addiction, along with the casino’s responses, to veronika.f@casino.guru?
• Has the casino replied to the messages where you stated gambling addiction as the reason for requesting account closure?
• Have you been asked to provide any confirmation or identity documents in order to proceed with the account closure?

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

Hello,

Thank you for accepting my complaint.

I have sent you the emails exchanged.

I have sent my last email on Monday, i only received an email that my message was received and from that time, i had no reply. Today is 4th day i am waiting if i don't count Monday. And they didn't reply on the previous messages where i mentioned gambling addiction so it's obvious that they don't care, close eyes on purpose to take advantage of my addiction. Although they keep sending bonus offers to deposit.

Just to inform you that my account there is still open and that i didn't receive any response since my last email last Monday.

Dear mrmileena

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, Michal (michal.v@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

Hello again,

I received an answer after 9 days... to write another email, a vip email to close account, which i did but until now, my account is still open and i keep receiving vip offers to deposit, which of course i can send you as well.

In their terms and conditions, it is written to send an email to their support email if we want to close or if we face gambling problems. Now, they ask to write to another email. But remember on my last complaint on Pandido casino, which is probably their sister casino, when i wrote to vip email for the closure, my complaint was rejected because apparently i didn't write to their support email. So look now, they still act bad and don't care about players gambling addiction, they keep account open for more than 10 days. A gambling addiction should be taken seriously and not like they don't care at all.

I ask a total refund of the losses.

Hello mrmileena,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear ViperWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello,

They replied me today that no refund will be given since my last email asking closure was on 10th March and that no deposits were made after that date.

Although, i have asked closure before that date where i clearly mentioned a gambling addiction. They just ignored all my requests in the past because i wasn't making complaints.

In the screenshots i sent you, it's 5th February and 15th February, and i also asked once in December but all of these requests were ignored.

Dear mrmileena,

Following your escalated complaint, our Management and Compliance teams have conducted a comprehensive secondary review of your account closure.

Upon a deeper investigation into the full timeline of your communication with us, we acknowledge that your account was not handled in accordance with our Responsible Gaming procedures. Specifically, your account should have been permanently closed on 16 February when you first mentioned a gambling addiction.

Because of these shortcomings, we are retracting our previous denial and are prepared to offer you a refund of 500 CHF (approx. 549 EUR). This amount represents your total net losses - calculated from the deposits made, minus any withdrawals processed and cash bonuses received - after your initial gambling addiction disclosure on 16 February.

Please reply to this response to confirm your acceptance of this settlement offer so we can proceed with your refund immediately.

Kind regards,

ViperWin Casino Team

Hello,

I have asked closure in December and you confirmed me the closure. However my account was opened all this time until 5th February when i noticed it. On that night, i sent you an email that i lost 720 CHF again and that i wanted permanent closure. Once again, you told me that my account was closed and once again, it wasn't i was able to connect still, i even sent you an email, i still have the email.

I know i have lost way more than 500 CHF, so technically you should calculate net losses from the 5th of February and not 16th, which will equals to several thousands losses.

Although, I aknowledge that i have my part of responsibility and i ask a refund of 1000 CHF, which by the way is way less that what i actually lost in your casino.

Once you agree on that, everything will be fine.

Dear mrmileena,

Thank you for your continued correspondence.

Following a comprehensive secondary review of your escalated case, we have outlined the complete timeline of your account activity and interactions with our team:

4–5 February 2026: Your account was reopened due to a technical glitch. While you initially raised a concern about this, you subsequently played, generated winnings, and sent an email confirming your decision to keep the account open and continue playing.

15–16 February 2026 (First GA Declaration): You requested a permanent closure via chat and email, explicitly stating you had developed a gambling addiction (GA). The closure process was initiated, and you were informed on 16 February.

24–26 February 2026: A VIP manager improperly contacted you with cashback and loyalty bonus offers. You subsequently regained access to the account, claimed offers, and contacted live chat to discuss a withdrawal.

9–10 March 2026 (Second GA Declaration): After losing access, you emailed us reiterating your GA and explicitly requesting permanent closure and no further funding.

18–19 March 2026: Our Customer Support team provided incorrect guidance by asking you to contact your VIP manager and improperly requesting a "closure period" instead of immediately applying a permanent block.

22 March 2026: The account was permanently closed following your formal complaint.

However, your continued engagement with the platform — claiming promotional offers, processing withdrawals and continuing to wager — contradicted your initial request for closure. These actions prolonged the finalisation of your account closure.

We acknowledge that your account was not handled in accordance with our Responsible Gaming procedures. Specifically, your account should have been permanently closed on 16 February, when you first mentioned a gambling addiction.

Due to these shortcomings on our part, we are retracting our previous denial and are prepared to offer you a refund of 500 CHF. This amount represents your total net losses incurred after your initial disclosure on 16 February, calculated as follows:

Total Deposits: 3,740.00 CHF

Minus Withdrawals: - 3,010.00 CHF

Minus Cash Bonuses Received: - 230.00 CHF

Total Refund Amount: 500.00 CHF

Please reply to this email to confirm your acceptance of this settlement offer so we can proceed with your refund immediately.

Kind regards,

Viperwin Casino Team

Hello,

I have checked the information provided and it seems true with the amounts since i always received less money on withdrawals because you sent euros and not CHF.

However i don't understand why you count cash bonus and deduct them when i withdrew it later and it is already counted in withdrawals, so technically you deducted it twice.

Could you please specify?

I want to point out that because of your glitch, it brought me to significant losses after even if i won a little in the beginning.

From 4th February to 15th, i have deposited the amount of 2294 CHF and withdrew 1350.25 CHF, so because of your glitch i still lost almost a thousand difference. So i think it is unfair to make me pay the price simply because you made a mistake. In december, i clearly asked a permanent closure because i lost too much. If my account was not reopened by mistake by you, nothing of this would have happened.

Also, i find it extremely weird that my account was reopened with a supposed glitch but i received a message on my phone saying me that i received a 50 CHF gift from you. I still have that message in my phone if casino guru needs proofs of that. And you sent me that message twice, on 4th and on 5th, adding twice a cash bonus of 50 euros. I have both of these messages on my phone.

In the end, Michal, i would love to know what is your opinion about that. Because i think that a refund of 500 CHF is unfair compared to all the losses it brought me because of their mistake. My account should have stayed closed as i asked it in the first place in December.

Dear ViperWin Casino,

Thank you for providing a detailed timeline and thorough explanation regarding the entire situation.

Dear mrmileena,

I understand your concerns and share the sentiment that your account should not have been reopened originally. If that was the case, you would not be able to either win or lose. I concur with the casino's stance that you should be refunded the amount of your deposits (or losses), minus any funds you have successfully withdrawn. You noted a discrepancy of a thousand CHF; however, it appears that your references were limited to the period from February 4th to February 15th. Meanwhile, the casino provided comprehensive data covering the entire timeframe from February 4th until the closure of your account on March 22nd. By reviewing these records, I find that the proposed refund of 500 CHF by the casino is accurate. Should you believe there is an error with this amount, I kindly ask you to provide your bank statement for the relevant period so I can verify the figures personally. You may send it to my email at michal.v@casino.guru.

Hello,

Ok, i accept the refund even if i personally think that it is unfair and that the glitch which opened my account by mistake, plus sending me messages on phone to go to play that same day isn't comprehensive to me.

I still ask why deduct the cash bonus received when they were already deducted in the withdrawal? I received 80 chf and then 150 chf and on this 150 chf, i withdrew 180 chf so why deduct the 150 plus the 180, it's like deducting twice the same amount.

Hello,

Bank details have been sent to the casino for the refund.

I'll inform you once i receive the money.

Thank you.

Dear mrmileena,

Thank you for your reply.

We would like to ask you to check the response we provided by email, as we currently cannot locate any message from you containing your bank details.

Thank you in advance.

Kind regards,

Viperwin Casino Team

Hello,

The information has been sent to you.

Dear mrmileena,

We apologise, but we have been unable to locate any recent email from you containing your bank details.

Could you please confirm which email address you sent them to? Alternatively, to avoid any further delays, you can simply reply directly to email we sent and include your bank details there.

Kind regards,

Viperwin Casino Team

Hello,

I replied yesterday to the email you wrote me.

You can also send the money to the same bank details i used to always withdraw.

The information have been sent to you again to the email you sent me yesterday.

Dear mrmileena,

Could you please review the screenshot of our reply and confirm that you received it? As you can see, our reply does not contain a response..

Kind regards,

Viperwin Casino Team

Hello,

I have received this email and i have replied to it twice with the information asked. I advise you to check better and control your spam folder.

I have connected to your chat support last night to ask if my details were received and i have been told that everything was fine and it is being processed, so i don't know what kind of games are you playing.

We have exchanged several emails in the past so i don't know why you didn't receive my emails.

Since you don't receive my emails apparently, should i send these informations to you Michal and you tranfer it to them, since apparently they don't receive my emails now?

I have replied to your email for the third time now.

I have also sent the information to your vip team as advised by your chat agent, they can transfer you the details as well. Thank you.

I would also love that my full name do not appear like that on a public site, we can clearly see it on the screenshot.

Hello,

I ask casino guru to intervene into this conversation.

I keep sending information by replying to their emails as you can see on the screenshot I'll join here but they keep saying they aren't receiving anything, which is weird because every other emails in the past had never any problems.

Look how many times i replied.

Dear ViperWin Casino,

Could you give us an update on the situation? Were you able to receive a reply from the player?

Hello Michal,

I have also sent you those bank information on your email address, did you receive them? Thank you.

Dear mrmileena,

I confirm I have received emails from you containing your banking details. If the need arises, I am willing to share them with the casino representative.

Hello Michal,

Thank you for the confirmation. I sent this email to both of you, if you look in the email adresses in the message received. So if you received it, they received it too. I don't understand why they act like they aren't receiving my emails and taking so much time to process a refund. Although, when i ask their chat support, they tell me that my refund is approved and is processed by the relevant department.

I have sent these bank details to them, to you, to their email support, to the vip team, in their chat. I don't understand what they are doing.

Dear mrmileena,

We are pleased to confirm that your payment was processed and completed today, 3 April.

Please note that, depending on your payment provider and your bank's internal procedures, it may take three to five business days for the funds to appear in your account.

As the payment has now been processed, we consider this case to be resolved. 

Thank you for your patience and cooperation throughout this process.

Kind regards,

Viperwin Casino Team

Hello,

Once i receive the money on my bank account, I'll confirm it and this complaint can be closed as resolved.

Thank you.

Dear mrmileena,

I am waiting for your confirmation.

Hello,

The money has been received. You can now closed this complaint as resolved.

Thank you again to both of you.

Best regards,

mrmileena

Dear mrmileena,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru