VipLuck Casino - Player's account closure request ignored.

On April 22nd made request to close my account due to depresssion and gambling addiction after losing 20k, this was ignored and I was encouraged to gamble, since I have asked atleast 5 time to close my account and this casino continued to provide me bonuses and encourage me to play which has led to me depositing More and more and losing myself. I’ve now lost everything, where if this casino took the time to cancel my account when I begged them too it would’ve all been ok. I’m blocked from every other casino but this once passes my bet block because they use illegal third party collection accounts. Anything I can do here for this company completely disregarding my safety when I asked them over and over to close my account?

also multiple overcharges totalling around $600

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VipLuck 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 communication in which you informed the casino about your gambling issues? 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?
• Have you asked the casino for a refund due to failed protection already? Have you received any response?

If your account is currently not blocked, as the next step, I recommend you request self-exclusion via email at support@vipluck.com and separately from your VIP manager, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings VipLuck Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Hi Tomas I sent you an email with all of the evidence.

Not sure if the account is accessible it’s too dangerous for me to login at the moment

last time I was allowed to deposit was 3k on 31st May

i have asked my vip manager and live chat which both ignore my requests, when it comes to anything but depositing more money

to be clear this is more than about my exemption, I want my full refund from my initial request to close my account, it’s their responsibility not only to uphold my requests for account closure but they need to take into account player safety and deposit behaviour to in accordance to their T&C

Thanks for your patience.

I went over the communication you shared with me via email. Based on the available evidence, there is no indication you disclosed any gambling problems to the casino.

Please confirm you requested self-exclusion according to my recommendation after your complaint was published

If there is any other evidence to support your complaint, please share it with me. My email is tomas@casino.guru

Looking forward to your reply.

Sorry, are you sure you’ve looked at what I attached? Four instances begging them to close my account, informed them I’m depressed and they kept encouraging me to gamble and my luck would turn around? How is that complying with responsible gambling? Four account closure requests and deposits of 33k within one month is not sufficient to trigger a responsible gambling review and account closure when I’m constantly requesting it? What side are you on? This is so clear? Also the live chats where I mentioned numerous times my intention to close account which was repeatedly ignored and told my account manager will deal with it? Who didn’t deal with it? I told them I had fear for my own safety and they still didn’t let act on it? This is clear as day that I have a Gambling issue and requested support because I didn’t have control with a simple repeated request to close my account? Pretty disappointed with this response to be honest, it’s very clear in what I’ve attached.

I’ve since had my account closed but over two months and 20k after my initial requests, it’s really really not good enough, you can’t tell me that’s an acceptable action from this casino.

Thanks for your patience.

I went over the communication once again. Sadly, the gambling issues weren't disclosed to the casino, which makes it impossible to conclude that the casino should have protected you. accusations of rigged games or asking for account closure on the condition that no bonuses are granted isn't considered as disclosure of gambling issues. We may confront the casino only if gambling issues are clearly disclosed. Since you confirmed the casino has already closed your account, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.