Vesper Casino - Player’s attempts to close her account have been overlooked.

Hi

I have problem by gambling and i requested from vesper casino to close my account.

They told me that my account will be closed after 7 days.

I Know that all casinos close accounts immediately.

Any way , because i have problem i requested to set deposit limit.

But they dont answer neither live chat neither email, as a result i continue gambling and loosing a lot of money.

Please contact with them to close my account immediately.

Thank you

Dear Marianthi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward emails or screenshots showing that you have sent requests for your account’s closure and depositing limits? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? Have you mentioned gambling problem?

I have checked Responsible Gambling section on the website, and this is what I found https://vespercasino.com/about-us#responsible_gambling:

„Do you need to cool off?

If you think your gambling is becoming problematic and you need a break, we are ready to help you. Simply specify for how long you wish to close your account for, you can choose a period of time. Alternatively you can permanently close your account

Should you not wish to suspend your account but just better control your spending you may choose to place limits on your wagers, losses and/or time in any one session. You can do this by contacting one of our helpline representatives on support@vespercasino.com or on the "My Account" page of your player’s profile.

Please note that if you temporarily suspend your account, you will not be able to log in again for the duration of the exclusion. Should you decide to revoke the exclusion at an earlier date, kindly contact us with the request on support@vespercasino.com.

For your own benefit a delay of 7 Days will apply to any request to remove restrictions placed on your account or betting limits"

"Responsible gaming

You may at Your discretion choose to exclude Yourself from playing any Games on the Website. In order to block Your access to the Games You must go to the "My Account" section and select Responsible Gaming.

When setting up Your Member Account You may also choose to impose a ceiling on the maximum losses You may make. The limit will block deposits if the net deposit limit (deposits-withdrawals) has been exceeded for the selected time period. You may also choose to impose a time limit per session by contacting the Customer support.

Should You opt for self-exclusion in the manners contemplated above then You will not be able to open the account during the exclusion period. The exclusion agreement can be found by going to the Responsible Gaming section in "My Account".

Any self-exclusion request would be valid for VesperCasino only."

Is the email address mentioned above, that one, you have sent your emails to? Have you tried to set self-exclusion inside your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards, 

Petronela

Thank you very much, Marianthi, for forwarding the relevant emails. Could you please forward your cashier history as well? 

Dear Marianthi,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.