Viu-viu Casino - Player's account has been reopened after being self-excluded for years.

After been self excluded from this casino many years ago, I got email from vip manager asking me to sign up again and she would take care of the rest and low and below my account reopened!

I then decided to close this account under self exclusion after about a week, and that’s when everything went pear shaped!

after 15 emails asking them to close account over a two week period and all the losses I had they close my account.

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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.

• When exactly did you self-exclude from this casino for the first time? Could you please forward me the original self-exclusion request, along with the casino's confirmation that your account was self-excluded? My email address is veronika.f@casino.guru.
• Could you also forward me your recent conversation with the VIP manager offering to reopen your account?
• How many deposits did you make after your account was reopened?
• When exactly did you contact customer support to request self-exclusion again? Please forward me the emails with your repeated closure requests as well.

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,

Thank you for providing the screenshots. I have received your communication with customer support from 18 February onwards; however, I will need some additional information in order to continue the investigation.

Specifically, please provide your original self-exclusion request, along with the casino’s confirmation that your account was closed.

Please note that a proper self-exclusion request should clearly state the reason for requesting the account closure as well as the duration of the self-exclusion. We need to review whether you specified the reason for the closure and whether the account was intended to be closed permanently or only temporarily.

Thank you in advance for your cooperation.

just received this now ?

Thank you for the screenshots. I understand how difficult this situation is for you, and I will do my best to assist you.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Viu-viu Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Viu-viu Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance. 

I sent that email let’s see what happens

Just been informed that compliance is looking into this and will get back to

me, I’m going to mark this as resolved

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

Dear charlie4512,

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

We’ve reopened this complaint at the request of charlie4512. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear charlie4512,

Have there been any updates from the compliance department regarding the investigation?

If you have received any new communication—such as emails, screenshots, or chat transcripts—regarding your issue, please forward it to me at veronika.f@casino.guru.

Thank you for your cooperation.

Hi Veronica

I heard nothing yet?

Dear charlie4512

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear charlie4512,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Viu-viu Casino to join this conversation and assist in addressing the complaint.

Dear Viu-viu Casino,

Could you please provide your comments regarding this situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Munya,

We are actively working to resolve the situation, and the case is undergoing a thorough review. As we informed Mr. charlie4512, due to the specific nature of these reviews and the need to coordinate with our payment and legal partners, the estimated processing time may be extended by 3-6 months, and we have received a positive response from him. We are committed to providing a solution as soon as possible.

Kind regards,

Viu-viu Casino Team

Viu-viu Casino

Thank you for your response and your willingness to investigate this matter. I appreciate your efforts, and it appears you may have received a favourable reply from the player regarding the proposed way forward.

However, I feel compelled to express my concerns about this approach. The communication from the player clearly indicates that a VIP Manager reached out to them concerning offers while they were on self-exclusion. I trust that reviewing the communication transcript between your representative and the player will not take too long.

Furthermore, I believe retrieving the history of the player's deposits following the reopening of their account should also be a straightforward process.

It is worth mentioning that this is not the first occasion your casino has committed to examining this issue. The complaint was reopened because the assurance from your compliance department did not yield the resolution the player is seeking. I kindly urge you to reassess the suggested way forward and strive to provide feedback in a timely manner.

Unfortunately, I must emphasize that keeping the complaint open for three to six months is not feasible from my side; if no resolution is reached, I will have no choice but to mark it as unresolved, which could adversely affect your rating. I look forward to your comments on this matter.

Regards.

Good evening, we need to conduct a thorough investigation, as the situation on our end appears completely different:

1. We cannot find confirmation that the player was blocked due to self-exclusion.

2. The account was unblocked based on the client's acceptance of responsibility.

3. The stated deposits are incorrect; the player has no successful deposits totaling 5,435 EUR.

4. The client was immediately blocked after contacting us due to addiction.

We, on our part, respond quickly to VIP client complaints regarding addiction, provide assistance, and block the account without the possibility of further contact or recovery.

Kind regards,

Viu-viu Casino Team

Viu-viu Casino

Thank you for your commitment to conducting a thorough investigation. I will request the player to provide any information that may assist you in this matter.

charlie4512

Could you please share your initial request for self-exclusion from several years ago on this thread or via email at munya.s@casino.guru? Additionally, could you confirm the date when the email included in your screenshot shared in this thread on 26.03.2026 was originally sent to the casino? After you sent that email, was your account closed, and did you make any deposits following the email? I would also greatly appreciate it if you could provide proof of your deposits to the casino, which total 5,435 EUR. Your cooperation is essential for resolving this case.

Firstly I requested to be self exclusion again on the 22/2/2026 other one would have been in 2025 not email or screenshot regarding first self exclusion.

i can’t go back that far with my bank as have new account as of 2026, I deposited a substantial amount into this account, I was running a total without excluding withdrawals my fault there. I will check back further with my email and bank statements and let you know

Account was closed and I didn’t make any deposits after that date 26/03/2026

going to be hard tracing deposits as they come in under different names rather then Viu Viu casino

charlie4512

Thank you for your prompt responses. I would like to emphasize that the information I have requested is crucial for resolving this matter. Therefore, it is important for everyone to gain a better understanding of the issues at hand. I would appreciate your clarification on the following points:

1. Could you please explain what you mean by "...not email or screenshot regarding first self-exclusion" in relation to your initial request for self-exclusion?
2. You mentioned in your first message in this thread that you had been self-excluded "many years ago," yet in your last response, you indicated that your first self-exclusion would have been in 2025. Would you kindly clarify this discrepancy for me?
3. Could you please clarify what you meant by "...hard tracing deposits as they come in under different names rather than Viu Viu casino?" My understanding is that, for any payment method you have used to deposit into your player account, you should be able to view a history of your transactions.

I appreciate your acknowledgment that the total amount of deposits you provided is incorrect due to an error on your part. I kindly encourage you to take your time to provide accurate and detailed information, as this will ensure that all aspects of the matter can be appropriately addressed. This will assist in assessing the case and finding a resolution.

Your cooperation in this matter is greatly valued.

Account was closed in 2024 I got email in 2025 from my vip manager Tim in 2025 with a offer and then he realised that my account was permanently closed and that was it, until I got email from Stella vip manager and you have those emails, I have searched for those emails unfortunately I can’t locate them, but that’s the story with this, and I now see that they are throwing this back at me, with all kinds of excuses, they can keep the deposits I made, this is all about principles and make people aware what casino will do and lie about.

i am rather disappointed that you have now seem to think that this is a big hoax you been casino guru

can you ask when the account was first closed ? Not this time round ?

must have record of accounts been closed

charlie4512

Thank you for your response and for providing additional context. I recognize your frustrations, and I want to assure you that there is no implication that your case is insincere. Requesting specific details and clarifications is a standard part of the dispute resolution process, which helps me create a clear, evidence-based timeline and advocate for your case as effectively as possible.

I understand you’ve tried to locate the emails but haven’t been able to find them; that can happen. To clarify things moving forward, could you please confirm whether you currently do not have access to any of the requested documentation (such as your initial email requesting self-exclusion, email confirming the first closure or self-exclusion and your deposit history either from your payment method or players' account)?

Do you still have any communication from Tim, and how did Tim realise that your account was permanently closed? If it was in written form, could you locate the email and share it with me?

I am here to ensure the case is reviewed fairly and thoroughly, and your cooperation is an important part of that process.

Can do any of above, and to be honest it was Oliver and Ada that made contact see email, I guess I’m getting to old for all this and my memory not as good as it used to be to be.

i know I closed this while back and self excuse myself

charlie4512

Thank you for your response. I understand the challenges you are facing in providing the requested information.

At this time, I will follow up on any developments regarding the casino's investigation into your case.

Viu-viu Casino

I would greatly appreciate any updates you may have regarding this matter. Your cooperation is sincerely valued.

Dear Munya,

We are actively working on resolving this situation and are carefully rechecking all related information.

We have also reconfirmed the registration date and the first login for the account "charlie4512." The account was registered and first accessed on December 21. Prior to this, there were no accounts associated with the provided email address in our system.

Following the request for account blocking, the account was immediately blocked.

Best regards,

Viu-viu Casino Team

Viu-viu Casino

Thank you for your efforts. I am looking forward to receiving further updates from you soon. Your cooperation and assistance is greatly appreciated.

Dear Munya,

After thoroughly reviewing the case, we consider the situation resolved.

The account "charlie4512" was never reopened or reactivated, contrary to the player’s statement. All gaming activity and all communications sent to the player were conducted fully in accordance with our rules and procedures.

Additionally, as soon as the client informed us that they wished to block the account due to self-exclusion, the request was processed immediately, and the account was permanently blocked without delay.

Best regards,

Viu-viu Casino Team

Account was closed 2025 and reopened by vip manager in 2026 after receiving email from same see above, email I have email welcomed me back in early 2025, no ideas what they are n about, Ada Oliver both vip mangers crazy there records don’t show same, maybe we are wasting our time chasing these people, and I’m okay if you want to close this complaint, but not under resolved

thanks Charlie4512

leave it with you

See emails from ada on the 19th feb

charlie4512

Before closing the complaint as you hinted, I would like to make one final attempt to explore the matter from another angle, as this may still help us assess the case more effectively on your behalf.

If possible, could you please provide in this thread or via my email, munya.s@casino.guru:

• A statement or transaction history from your payment method especially after 22/02/2026 (the date of your recent self-exclusion request), so I may review and identify any deposits made after your most recent self-exclusion request; and
• Any self-exclusion or account closure emails you may still have available, preferably forwarded in their original form, together with any other relevant communication related to previous exclusion requests.

I understand that gathering this information may not be easy, and this request is simply an attempt to assist further and ensure that no potentially important detail is overlooked.

However, if you would still prefer to have the complaint closed at this stage, please let me know, and I will proceed accordingly.

Sent those emails direct to yourself

As you can see account was closed and reopened again.

not what casino stated in last response

charlie4512

I acknowledge receipt of your emails. I will need some time to review the content shared and I will be back with an update. Thank you for your cooperation.

Regards.

Thank u apologies I’m not very tech savvy

Dear charlie4512,

Unfortunately, based on the documentation and data reviewed, we were unable to find evidence supporting the claim that the account had previously been closed for self-exclusion and later reopened by the casino. The available communication indicates that the initial account closure request in December 2025 was related to losses and dissatisfaction with RTP rather than responsible gambling concerns. Therefore, contact from the VIP manager prior to the self-exclusion request in February 2026 would not constitute a breach. Furthermore, the information provided confirms that the account was closed following the self-exclusion request in February 2026 and that no deposits were made thereafter. As such, we are unable to uphold the complaint.

Consequently, we are obliged to close this complaint as rejected, as the casino’s actions appear to be fully in line with the Terms and Conditions accepted upon registration.

Please rest assured that, as an independent party, we have carefully and thoroughly examined all submitted information. Our decision is based strictly on verified evidence and an objective assessment of the facts, without any external influence or assumptions.

I understand this may not be the outcome you were hoping for, and I am sorry that we are unable to assist you further in this matter. Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us — we are always here to help.

Kind regards,

Munya