Vipsta Casino - general discussion

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Hello, could someone please inform Veronika that she should reopen my complaint?!

I presented clear evidence that the casino violated its own terms and conditions and that the casino even changed the terms and conditions after my case. Despite this, they (once again) simply closed my complaint with a completely incomprehensible explanation.

I would appreciate any support here!

I can ask her about it, but from what I saw in the summary, the case was about self-exclusion, where, according to Veronika, you didn't mention anything about gambling addiction. 

So do you think it will be relevant? If you sent her a request for reopening and it was rejected again and she sent you a reply saying that nothing more could be done, then that's how it will be.

Hello,

No, that is absolutely wrong.

Firstly, I indicated gambling addiction because I actively asked about the ban in the live chat.

Secondly, I adhered to the casino's terms and conditions, which stated that a self-exclusion request would be processed within 24 hours, regardless of the reason for exclusion. Despite the casino's response to my self-exclusion request, my account was still open 72 hours later, despite the stated 24-hour processing time.

When I brought this to the casino's attention, they immediately changed their terms and conditions, replacing '24 hours' with 'as soon as possible'. This is clear proof that the casino failed to fulfill its obligations.

If that's not enough to process my complaint, then I seriously wonder what's going on here…

Okay, I'll ask her about it. So you requested a reopen from Veronika via email? 

Yes, a few days ago already. I also sent her the chat history regarding gambling addiction and explained in my complaint that the casino violated its terms and conditions, regardless of the reason for the ban.

I have also provided all of this evidence with screenshots.

There's really nothing more I can do... unfortunately, the casino is ignoring my emails. Therefore, I need your help.

I have already written to Veronika, and once she has reviewed everything you sent, we will let you know what we have decided.

Hi Jaro, I have to say I'm really angry.

My request for reopening was rejected on the grounds that the casino had had sufficient time to react to the self-exclusion.

Why on earth is it being completely ignored that the casino's terms and conditions stated that the account would be closed 24 hours after a self-exclusion request, which didn't happen in my case? The reason is completely irrelevant! I requested a self-exclusion, which was NOT carried out after 24 hours as stated in the terms and conditions!

And on top of that, the casino suddenly changed its terms and conditions, which proves that I am absolutely right!!

I have the feeling that you're only siding with the casinos here. There are plenty of reasons to pursue my complaint. I'm absolutely disappointed.

Please tell me why your team completely ignores the fact that the terms and conditions state a 24-hour self-exclusion period!

I have now been informed that the casino 'had sufficient time to process my request'.

Seriously, does nobody here understand that the terms and conditions explicitly stated a 24-hour period, which was NOT adhered to?

I talked about it with our team. It's unfortunate that something like this happens, especially when casinos have it in their terms and conditions that they will deal with such situations within 24 hours, and they should definitely change that. Of course, this should be done from the outset and not when a problem arises, as in your case. 

In any case, based on what I have found out, this was a reasonable time frame for the casino to self-exclude you. There are very few casinos where your request for self-exclusion is processed immediately, regardless of what they have written in their terms and conditions. 

So I would say that this situation is now closed. There was nothing more I could do. 😕

Also, this is something what you should remember always if you open a complaint with us.

Hello, no, I don't accept that!

The general terms and conditions must be adhered to by both the casino and the player.

Otherwise, the casino will argue about every little thing based on their terms and conditions. If you do the opposite, they'll suddenly find it incomprehensible.

The terms and conditions state a 24-hour period, and this was not adhered to. I even confirmed the self-exclusion twice via email, and both emails were processed by the casino; nevertheless, my account was not closed within 24 hours. Emails were also answered within a few hours.

It is an absolute disgrace that he is not even forwarding my case to the casino to find an amicable solution.

It's not like I lost €50; we're talking about a sum over €1800. And even though my other complaints clearly indicate that I have a gambling addiction, that's a lot of money for me.

The fact that the casino changed its terms and conditions directly also suggests that I am in the right.

Let me repeat: in all other cases, the casino's terms and conditions are examined down to the smallest detail, and arguments are always made in favor of the casino whenever there are any issues. Now, in this instance, the casino has violated its own terms and conditions, and suddenly nothing can be done because, according to them, it's a reasonable timeframe?

This absolutely cannot be true.

I have always been very satisfied with their help, but I cannot simply let this case rest.

This involves a lot of money, and I can clearly prove that the casino has violated the terms and conditions!

I urge them once again to open my complaint and at least establish a dialogue with the casino, as my emails are being ignored.

If they truly stand up for the players, as they always claim, then there is a legitimate reason to negotiate a refund with the casino.

Unfortunately, in the world of casinos, it is very difficult for players to get help without a legal claim or resources. That's precisely what you should be advocating for.

So, to reiterate, there is a legitimate reason to demand a refund from the casino.

Unfortunately, the casino did not respond to my emails, and they are my last hope, as I can clearly prove to Clari that the terms and conditions are being violated.

Therefore, one should at least enter into dialogue with the casino.

What I have learned is that you will not get a reopen on your complaint.

The only thing I can think of is to complain to the authority. If you think the casino did not react as it should have, then it should be okay to contact them. 

I want her to have a dialogue with her colleague and double-check that the casino has violated the terms and conditions.

It can't be that the fact that the casino isn't adhering to its own terms and conditions is being completely ignored here.

If the terms and conditions state 24 hours, then you have to comply within 24 hours. Period. And you can't specify 5 days as a reasonable timeframe.

It has already been discussed.

Although I understand your points, it would be best if you did what I am telling you. Our position remains unchanged, as I have already said. 😕

But why? Please explain why?

I can prove EVERYTHING and you're siding with the casinos here?

Honestly, what's the point?

Everything was explained in the reply, I don't know what else I could tell you. Of all the cases you have opened with us, almost every one is about self-exclusion.

So if we can't help you, why don't you go to the authority?

I think that's quite reasonable if they made a mistake. 

I don't have better explanation than one you got.

That may be true, but in this specific case, the casino has demonstrably violated the terms and conditions, and cannot and has not absolutely proven this.

What else am I supposed to do???

I've already contacted the licensing authority, but let me be honest. They won't do anything in this case. I've contacted them in previous cases as well, and they never helped me. The only time they offered any assistance was when you filed a complaint with the casino and the casino was worried about its reputation.

And quite frankly, their entire explanation is simply wrong. The casino did not adhere to the 24-hour timeframe, which was demonstrably stated in their terms and conditions. It took several days and I had to write numerous emails before the account was finally closed, and even then, only after I requested my money back.

Then it is also worth considering why the authorities never want to help. 

Whether you file a complaint with us has no bearing on this. We treat every player fairly. We would handle this case the same way with any other player as we did with you. 

Simply 1 day to do it, and 99% of casinos don't comply with this even though it's in their Terms, because these processes aren't that fast. 

However, as long as they do it within a normal time frame, which is a few days, we consider it to be okay. If the casino delays and it takes a week or more, for example, then it's not okay.😕

Nevertheless, I don't understand it at all.

All casinos immediately refer to their terms and conditions upon the first violation. Even in cases of bonus abuse, every conceivable passage from the terms and conditions is quoted to be used against the players.

If the casino's terms and conditions state that the account will be closed within 24 hours, then it should be closed within 24 hours.

Why else would they specify 24 hours as a time frame? And why did the casino change their terms and conditions immediately after my email?

I sent my first request to close the account on September 21st, but it wasn't closed until September 29th. That's a total of 8 days!!! Even though 24 hours were stated. Therefore, I cannot understand your reasoning at all.

She has no way of getting me a refund of €1800 if I contact Gesine. They simply don't want to help me, that's a fact. All it takes is contacting the casino directly. I'm sure they would refund my money then!