The player from Italy filed a formal complaint against Spinlander Casino for failing to self-exclude his account despite several requests, allowing him to continue making deposits totaling €1200 after his initial request. He seeks confirmation of his self-exclusion handling, a full refund of the deposits made after the request, and the permanent closure of his account.
VipLuck Casino - Player's account remains active despite self-exclusion request.
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VipLuck Casino
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3 days ago
Translation
Subject: Complaint against vipluck – Failure to self-exclude and request for refund
Dear Casino Guru Complaint Team,
I am contacting you to file a formal complaint against Spinlander Casino.
On [February 20, 2026], I specifically requested the permanent closure of my gaming account due to gambling addiction, requesting immediate self-exclusion. Despite this, the casino did not close my account and allowed me to continue making deposits.
I reiterated the closure request on [insert any other dates], but the account remained active and operational.
Following my initial self-exclusion request, I made further deposits totaling €1200. I believe these amounts should not have been accepted, as the casino had already been formally informed of my condition and my desire to permanently discontinue gambling.
In my opinion, this is a serious violation of responsible gaming policies and the protection of vulnerable players.
I therefore ask:
Verifying that my self-exclusion request was handled correctly.
Full refund of any amounts deposited after the first request to close the account.
The final and irreversible closure of my account.
I have emails, screenshots, and deposit history proving the above, and am available to provide them upon request.
I count on your support to resolve this situation fairly and in compliance with responsible gaming regulations.
Best regards,
Automatic translation:
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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.
Stay safe.
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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 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?
- Have you received any response from the casino regarding your self-exclusion request?
- After you learned your self-exclusion wasn't granted, have you contacted the casino via live chat and asked for assistance?
- When was the last time the casino allowed you to deposit?
If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@vipluck.com, 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
