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.

Hello,

I hope you are not serious with your answer.

The complaint was only rejected because apparently i sent it to the wrong email address (my vip manager there) and you told me that it was rejected because it was weekend so it was normal it took days but i clearly mentioned gambling addiction in my exchanges with casino and i sent you these emails, apparently you haven't read them properly. I'll post them here as screenshots.

What do you read in those emails?

Next to that and the point is, that if i asked a self-exclusion on their platform, they should not target me especially and send me invitations to each of their casino, knowing i developed a gambling addiction and I'm vulnerable.

With all my respect, I'll start to believe that indeed you take casino's side because it is written white on black that i have a gambling addiction and you are saying i didn't mention it.

Here i found the first email i asked closure because of gambling addiction.

Thank you for not sharing my real name in this issue.

Here are some mails they sent me 2 days ago and yesterday after clearly telling me that i have been removed from all promotions and campaign offers... but look they keep sending.

And these emails are sent after i submitted self exclusion on vipsta too...

I think the best thing for me to do is to contact swiss gambling commission, explain everything and send proofs of these emails to them. These casinos are all the same and targeting swiss players especially, and they don't care of people who are sick or vulnerable, they take advantage of it, which is a crime.

Hello again,

I have contacted the Toping gaming commission 9 days ago... i explained the problem. I was told that I'll get a reply no longer than 7 days from receiving the email. Until now, i had no answer.

Villains do not harm each other, of course it's obvious they won't do anything to lose a client, even if they broke up serious rules.

For the record, I will paste here the closing response from your Pandido Casino complaint:

On Saturday, November 8, you contacted the casino and were instructed to send your request to their support email. However, your message was instead sent to a VIP email address, which is not the appropriate channel for self-exclusion requests. VIP managers typically do not have the authority to activate self-exclusions, which is why casinos designate specific contacts for such matters. While it would have been ideal for the VIP manager to redirect your request, the message was sent over the weekend, when immediate responses cannot be guaranteed.

On November 10, you contacted the casino again, but this time your request was to close your account due to dissatisfaction with winnings from free bonuses, rather than due to a gambling-related concern. Following additional communication, your account was closed on November 13.

Taking all of this into consideration, we must note that the self-exclusion request was not sent to the appropriate contact, and the later request was submitted for a different reason than a gambling problem. Additionally, the account was closed within a reasonable timeframe after your request. For these reasons, your request does not meet the criteria required for us to consider the self-exclusion valid, and unfortunately, we are unable to assist you further in this case.

I will now focus on your self-exclusion in Vipsta Casino. You mentioned that in the meantime, you requested to be self-excluded from this casino directly. Please forward me the account closure request you sent to Vipsta Casino, along with the casino's responses, at veronika.f@casino.guru. Thank you for your cooperation.

Hello,

I am sorry but your conclusions are wrong.

I have sent an email on 13th of November where i asked a closure saying I developed a gambling addiction, i don't understand why you don't take it into consideration since that reason was even mentioned in the first email sent. My account there was closed due to a gambling addiction and not to free bonuses losses.

Concerning Vipsta, they agreed to refund me apparently since i received this email:

Although i haven't received any money yet.

I have also closed my account on Viperwin here mentioning gambling addiction and it's also their casino since all the deposits made with skrill went to the same beneficiary Morada Horizons limited.

So how many complaints do i have to make so this group of casinos stop targeting me?

Here is another mail sent on 13th saying i developed a gambling addiction and it was sent to the correct contact.

Hello dear,

As previously mentioned, the casino asked for my bank details on the 5th of May to process my refund.

So let's wait couple days for the payment, thank you.

Hello,

I have sent another email to ask them one last time when my payment will be processed. It has been a week they asked for my bank details and i still haven't received anything nor an answer despite several emails following up.

Could you please check directly with them before i do further actions, thank you.

Hello again,

i finally received a reply, here is their email:

Thank you for contacting the Vipsta.com support team.

We are working on your request and will be back with an update in the nearest time possible. 

If you have additional questions, please feel free to contact us via email support@Vipsta.com or via Live Chat.

Thank you for the updates. I have still not received emails with your self-exclusion request from Vipsta Casino. Also, I am missing evidence that Pandido support sent you promotional emails to join Vipsta Casino after your self-exclusion.

Please forward me the emails so that we can continue with the investigation of your case. Thank you for your cooperation.

Hello,

The self-exclusion request was just sent to you.

The emails received from their marketing team were sent to you on the 24th of April.

I also want to point out that i received exactly the same marketing messages to join Pandido and Viperwin before, for which i already asked a self-exclusion and submitted a complaint here as well.

All these casinos are the same and proceeded in the same way to attract me. In plus, my deposits like i said were sent exactly to the same merchant and all my withdrawals received were from same bank.

I saw some complaints here about these casinos, with people facing same issues as I am.

Fortunately, they accepted to refund me so it means they assume and acknowledge their mistake, which is good. I am now waiting for they payment.

Thank you dear.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mrmileena,

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,

Veronika