Vipsta Casino - general discussion (page 3)

My payout was finally processed after 16 days.

Thank you for the quick update! I especially appreciate the good news. I agree that is very direct feedback, and I would personally prefer to avoid 16 days for withdrawal. 🙂

Hello, could someone please help me with my closed complaint?

I filed a complaint against Vipsta, which was closed by Veronika.F. Without cause.

I submitted a request for reopening, including proof and a further hearing, but never received a response.

My complaint was simply closed unjustly, as is usually the case with Veronika F.

Whenever I open a complaint and Veronika is assigned as the first caseworker, I know immediately 'this isn't going to work'. It's happened at least five times already.

Please contact her and draw her attention to my email so that the complaint can be reopened.

Hello,

I can forward your forum message to Veronika in the form of a screenshot, but that's basically all, I'm afraid.

Thanks

You are welcome.

Hello,

I have asked a permanent closure in the past due to a gambling addiction. I also have the complaint here but this casino keeps sending me VIP offers recently.

Thanks for sharing this. Since you specifically requested permanent account closure because of a gambling addiction, continuing to receive VIP and promotional offers afterwards is definitely relevant to your case.

Please keep these emails and add the screenshots to your existing complaint. The dates are particularly useful because they show that the promotional communication continued after your self-exclusion request.

Is your Vipsta account still permanently closed and inaccessible, or are you able to log in again?

Also, when the casino originally confirmed your closure, did they say anything about removing you from promotional or marketing communications?

Either way, I would make sure our Complaints Team sees these latest emails, as they are directly connected to the responsible gambling aspect of your complaint.

Hello,

Yes, in my last complaint when they refunded me after i fought long for it, i was told that i will be removed from the promotional offers. These are not general emails, these are from VIP team which normally knows what happened. I sent them an email yesterday to inform them again about the situation and that they stop sending these kind of things. They also keep sending me messages on phone. My account there is closed yes, but maybe they do this so i ask to reopen my account again. I know that i have been targeted a lot by this casino group.

They have also another casino called Magius, i asked closure last January for the same reason. They reopened my account without my permission, gave me a VIP bonus of 7 euro and constantly 10 free spins so i come back to play, which of course brought me into gambling again and i lost money.

I think i faced the same problem with their casino Viperwin which reopened my account around February or March i don't remember well without my permission either, and which brought me into losses too back then, and they only accepted to refund 500 when i lost thousands.

Michal agreed with the casino, which surprised me because since they reopened my account by themselves without my permission and knowing i asked self exclusion, everything what happened after that etc should not be considered, since it will not happen if they didn't reopen my account. They said as excuse it was a technical glitch, but i know it's a lie, they do such practises to get addict players back, as you can see on some complaints people faced the same problem, and i faced the same with their casino Magius.

I sent an email to Magius support, if they don't reply and agree, I'll submit a complaint here.

Thanks for clarifying that.

If your Vipsta account is still permanently closed, but you were previously told that you would also be removed from promotional communication, then the fact that you are still receiving VIP emails and SMS is definitely worth documenting.

I would keep screenshots of both the emails and phone messages, especially with the dates visible, together with the earlier confirmation that you would be removed from marketing.

I would be careful, though, about concluding that the casino is deliberately trying to make you reopen the account. We cannot know the intent behind the messages without evidence.

What we can say is that the continued VIP marketing appears inconsistent with what you were previously told.

Regarding Magius and Viperwin, if those accounts were genuinely reopened after a clear self-exclusion request, that should be assessed separately based on the exact messages and timeline for each casino.

For Vipsta specifically, I would now wait for their response to the email you sent yesterday. If they continue sending you promotional material after you have reminded them again, keep that evidence as well.

Thank you for taking time to reply.

Yes, you are right i should not make conclusions, this is why i wrote "maybe" or "i think" because i am not sure.

For Viperwin, I can confirm that they reopened my account after i submitted a self exclusion request in December. Later, they reopened my account saying it was a glitch and refused to refund fully because after the reopening, i played and withdrew some money and i sent them a message to not close account. Michal took the casino side and accepted that argument in the complaint but for me it was unfair, all losses happened after December should have been refunded to me. It's normal i will write something like that if i win, nevertheless my point was that my account should not have been reopened under any circumstances, and especially if it happened months after my initial request.

I felt like that the casino duty to respect player's self exclusion to gambling addiction was totally ignored simply because i won and sent a message to keep my account open. In my opinion, that message should not have been accepted since i asked a permanent closure in December saying i developed a gambling addiction.

I understand your point better now.

If the original closure request was clearly made because of a gambling addiction and was intended to be permanent, then the later reopening of the account is certainly an important part of the case. The fact that you later asked to keep the account open does not automatically make the earlier self-exclusion irrelevant, the exact timeline and circumstances still matter.

That said, I don’t want to reassess the previous Viperwin complaint here on the forum, especially since it was already reviewed by the Complaints Team.

For Vipsta, I would keep the focus on the current issue: your account remains closed, yet you are still receiving VIP marketing despite previously being told that you would be removed from promotional communication. If those messages continue after your latest request to stop them, keep documenting them.