Vipsta Casino - Player seeks refund due to account mishandling.

Hello,

I am writing to formally submit a complaint and request a refund following a serious breach of responsible gambling obligations.

Months ago, I requested a self-exclusion from the Pandido casino, i even made a complaint here which confirmed i asked the self-exclusion because of gambling addiction. I clearly stated that this decision was due to a gambling addiction. This was a deliberate step taken to protect myself from further harm, and I trusted that the company would fully respect and enforce this request in line with responsible gambling standards.

Despite this, I continued to receive promotional emails and SMS messages from their company, including offers and invitations encouraging me to return and gamble on their new casino Vipsta. These communications were sent after my self-exclusion request and directly contradicted its purpose.

As a result of these repeated solicitations, I was influenced to return to the platform and subsequently incurred significant financial losses. Given that I had explicitly declared a gambling addiction and requested exclusion, it is unacceptable that I was still targeted with marketing communications that encouraged me to gamble again.

They stated that my actions were solely my own responsibility fails to acknowledge the duty of care and the obligation to respect self-exclusion measures. By continuing to send promotional content, they contributed to the circumstances that led to my relapse and financial loss.

In light of the above, I formally request:

A full refund of the losses incurred after my self-exclusion request.

A detailed explanation as to why I continued to receive promotional communications despite being self-excluded.

Written confirmation that my self-exclusion is now fully enforced and that all marketing communications have ceased.

I expect your prompt attention to this matter and a fair resolution.

Thank you.

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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 self-exclusion request sent to Pandido Casino, along with the casino’s response, to veronika.f@casino.guru?
• Could you also send any promotional messages you received from Pandido inviting you to register at Vipsta Casino?
• Have you requested self-exclusion from all casinos licensed by the Tobique Gaming Commission via the license validator page?
• Have you completed the full KYC verification at Vipsta Casino?
• Have you ever requested self-exclusion directly from Vipsta Casino?

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,

I have already submitted a complaint on casino Pandido couple months ago because my account wasn't closed even i mentioned gambling addiction.

I'll send you the emails once again and the messages i received to join Vista for days.

I think that Pandido, Vipsta, Viperwin etc are the same casinos since all have that bonus crab feature. And as you can see, i have also asked self exclusion from Viperwin here. But despite that, they keep targeting me as soon as i close one account. On the same day i received refund from Viperwin, they started targeting me again to open by Vista.

I didn't need to verify my account, they put me a VIP there immediately and offered me free money as you can see on the mails i will send you.

Since i asked self exclusion at Pandido for example, i should not receive invitation to join their new casinos, their duty is to care about players who said they were vulnerable and not take advantage of it.

All the emails and sms messages received have been sent to you.

I received many other invitations too proposing the bonus crab thing but i didn't send you since i did not create an account on these sister casinos and i consider i sent you enough proofs.

But honestly they have so many casinos and they harass me sending invitations all the time.

They tell me my emails have been removed from their marketing but i keep receiving offers to join a new casino. Yesterday for example i was at work, and they sent me a sms message to join one of their new casino again called Zoccer. I assume it's them since they have the bonus crab too.

Thank you for your emails and for providing additional information.

I have reviewed the complaint regarding Pandido Casino that you mentioned, and unfortunately, it was closed as rejected. Based on our investigation, the reason for the account closure was not related to gambling addiction. Do you have any new evidence that could demonstrate your account at Pandido Casino was self-excluded due to gambling-related harm?

Additionally, do you have any evidence indicating that the promotional messages from VIPSTA are in any way connected to Pandido Casino?

Please also keep in mind that unless you have requested self-exclusion from all casinos licensed by the Tobique Gaming Commission through their license validator page, the self-exclusion would not apply across all casinos under this authority. In such cases, it is necessary to request self-exclusion separately with each casino in accordance with their Responsible Gaming policies.