The player from Germany submitted a self-exclusion request due to gambling problems, yet his account remained active, allowing two deposits. After requesting a refund, the casino closed his account but did not respond to his follow-up after completing additional verification, leaving him frustrated with the handling of his self-exclusion.
Viu-viu Casino - Player experiences issues with self-exclusion and account handling.
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6d 20h 8m 46s
Viu-viu Casino
Safety Index 7.9 Above averageCase summary
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yesterday
I would like to file a complaint.
On May 5, 2026, I submitted a request via email to self-exclude due to gambling problems.
At first, the casino offered me a bonus for this, but I insisted on my self-exclusion, after which the casino had me confirm the self-exclusion several times. In the end, I was told that the request had been forwarded to the relevant department (see Chats.pdf)
On May 13, my account was still not closed, and I was able to make two deposits (€45), see Deposits.pdf.
I then requested a refund, as my account should have been blocked long ago. The casino immediately closed my account and forwarded the refund request. I then successfully completed another KYC verification (see RefundRequest.pdf). However, after two weeks, I have not received any further response.
It’s unbelievable how the casino handles self-exclusion requests. This has nothing to do with player protection.
I have attached all relevant emails.
Translated with DeepL.com (free version)
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4 hours 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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4 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Viu-viu Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- When was the last time you were in contact with casino support regarding the refund?
- Has the casino confirmed the amount to be refunded to you?
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
