Vikingbet Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hi I played this casino when it first opened I think maybe October. I then asked for my account to be self excluded as I had a gambling problem. Roy on chat was very helpful and wished me the best. Yet I was able to reopen my account and lose money last night. I have just been on to chat and asked them for a record of my chat as self exclusion was done through chat. As I say I think I self excluded last October.

Dear Seanzzzzz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

I asked for self exclusion by chat last october/November. I asked for the chat log and the one where I asked to be self exclude seems to be missing. On that chat the agent also thanked me for leaving a good review. But surprise the casino don't seem to have that portion of that chat. I also emailed them in May the sub heading was self exclusion would that do

Thank you, Seanzzzzz, for your reply. I have checked the general terms and conditions, and this is what I found (here):

35. RESPONSIBLE GAMING/GAMBLING

35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@vikingbet.io.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Vikingbet 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 xxx

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 support@vikingbet.io (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.

Please understand that we can't act upon your previous self-exclusion request as you didn't save a copy of your communication.

Thank you in advance.

Dear Seanzzzzz,

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.

Unfortunately this less then honest casino won't answer me or send me my email thread with them, or the chat thread. So Unfortunately it's hard to fight with people who don't tell the truth. So I will close this complaint as they have taken enough of my time. Lesson to everyone who is thinking of joining this casino keep your email thread and screenshot your chat. As this casino deletes part of the chat you had with them

I understand your frustration, Seanzzzzz. However, I strongly recommend saving each email that you send to an online casino, specifically, if it is about self-exclusion. Since we do not have any supporting evidence that the self-exclusion was indeed requested back at the end of 2022, we are forced to reject this complaint.

I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.