Vivaspin Casino - Player's account request remains unprocessed.

I reached out to Vivaspins support 3 months ago, and told that I had a gambling addiction and that I would need help closing my account and get a block. That said they would forward the request internally and provide an update.

3 months later, I receive a message on e-mail saying I have a message in my account. I log in. I am not blocked. I have a relapse and lose 3300 euro, erasing all my progress I have had since the last 3 months.

I am not sure this is a base for a official complaint, but I think should at least impact their security score.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Vivaspin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi,

I replied with images and an explaination via email.

I reached out again to them today asking hy my account is not being closed. Its still available, more than 72 hours after emailing with a request and an explaination.

Thank you for your response. I have read the casino's responsible gaming policy and this is what I have found:

Self-Exclusion

If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

email: support@vivaspin.com

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

Could you please confirm whether you have tried reaching out to the aforementioned email to request a self-exclusion? Additionally, could you please confirm whether you currently still have access to your account?

I look forward to your response.

Hi,

I can confirm I reached out to that e-mail. This "round" of communication I first reached out on the 28th, got information that they had forward the request internally. I reminded them on the 30th and got the same response. Now, on the 6th, I still have access to the account and no feedback.

Hello ulzan,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. I would greatly appreciate it if you could forward the self-exclusion request email mentioned earlier. Additionally, have you received any replies from the casino regarding this email? Do you still have access to your account at this time?

Thank you for your patience and cooperation.

Hi,

After a couple of reminders, they closed my account.

To what e-mail do you want me to forward the e-mails to?

Thank you for your reply. You can reach me via email at attila.g@casino.guru. If possible, please attach receipts of the deposits made following your self-exclusion request as well.

Thank you for your patience and cooperation.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru