The player from Austria faced difficulties as the casino refused to close their account, despite multiple assurances from support. It had been three weeks without resolution. The player’s issue was addressed by clarifying the difference between account closure and self-exclusion, and the player was asked to specify the reason for closure and provide previous closure requests. The complaint was ultimately marked as resolved after the player confirmed the issue was settled. We acknowledged the resolution and offered further assistance if needed.
VipLuck Casino - Player's account closure request is delayed.
Resolved
Our verdict
Case closed
Amount: ??
VipLuck Casino
Safety Index 7.4 Above averageCase summary
Discussion
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4 months ago
Translation
The casino refuses to close my account. After several chat conversations, I was promised that support would contact me to close my account.
For three weeks now, I have been unable to block my account.
Automatic translation:
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4 months ago
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4 months ago
Dear Grimm,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).
- Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru.
Thank you very much in advance.
Best regards
Petra
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Grimm,
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,
Petra
