The player from Germany has repeatedly requested the closure of his casino account due to gambling addiction, but the casino has not acted on these requests. He reached out to the Complaints Team on June 12th, yet the account remains open, resulting in significant financial losses. He demands a refund based on the casino's failure to comply with his requests.
ViperWin Casino - Player's account remains open despite closure request.
Opened
Current status
Waiting for Casino Guru to reply
6d 12h 55m 5s
ViperWin Casino
Safety Index 6.0 Below averageCase summary
Discussion
Public
Public
3 days ago
Translation
I have repeatedly informed the casino that my account should be closed. This request was never followed up on. On June 12th, I contacted the Complaints Team and pointed out that my account urgently needed to be closed due to gambling addiction. Again, nothing has happened. It remains open. During this period, I have lost several thousand euros, which I hereby demand be refunded.
The casino has violated, among other things, applicable law and its own terms and conditions.
Automatic translation:
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Public
2 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ViperWin Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the casino's responses to your requests? Please share the information with timestamps, if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
