Vikingbet Casino - Player's self-exclusion failed.

Hey!!

I joined vikingbet.io and everything was fine lost something and decided to close my account due gambling problem. They closed my account, but after a while I could reopen it just by asking, it had no pending time and it took 2 minutes to get it open. Normally deposit limits even have a waiting period, but this didn't have any whatsoever. They say they can open account when someone asks, altho I had stated gambling problem before. On their terms it says minimum self exclusion is 6 months, and they should tell the time period account will be closed, but they didn't say anything.

They have told me multiple excuses why the account was reopened and they keep lying all the time.. first it was misunderstanding, then they didn't know I have gambling problem and finally they said they haven't break any terms.

Dear Jorms,

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

Would you be able to share the reply from the casino about your asking for your deposits to be refunded? Did the casino indicate at any time whether your account was excluded and for how long? Is your casino account currently open or closed?

Please send any additional evidence to my email at tomas@casino.guru, or alternatively post it here.

Thank you very much in advance.

Best regards,

Tomas

I sent them via email

Thank you very much, Jorms, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello! Do I have to reply to this, so the timer doesn't run out?

Dear Jorms,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Jorms,

Sorry to hear about your negative experience.

At Vikingbet we take responsible gaming seriously and we have a varity of tools available in the profile section.

Even during the sign up process players are asked if they have self excluded from any gambling websites in the past 12 months. And if they have they will not be able to sign up.

We provide advice and guidance to our players that is readily available immediately at registration, and for further information on our website that is available at any time.

Players can set their own deposit limits, time out function, self exclude option etc.

After reviewing your case we see that you emailed our support team and asked to close you account which was done. However this request was not for a permanent closure.

After a few weeks you contacted our support again and asked to have your account reopened.

After a quick review of your account the support agent only saw a few small deposits and made the decision to reopen your account with reference to our terms & conditions 14.5:

14.5 Where You have closed Your Account, we may in certain circumstances be able to re-open Your Account with the same account details as before if You request us to do so. In such circumstances, while Your Account will have the same account details as before, it will be subject to the Terms of Use which are in force at the date of any such re-opening and any prior entitlements (including, but without limitation, to bonuses or contingent winnings) will no longer be valid.

I can also confirm that your Vikingbet account is now permanently closed and it will not be reopened again.

Kind regards

Vikingbet Casino Team

It says on your site: when self excluding the minimum period is 6 months, so that doesn't make sense? Why didn't you offer me some time period, ask me for how long I want it to be closed? Just told me it's closed. Offering me some kind of limit would have been better, than just opening account when asking. And in the emails I had with you, you told me "we had no idea you are a problem gambler", altho I especially said it when closing my account, so it wouldn't be reopened.

Gambling addiction doesn't seem to affect "some circumstances" I would like to know in what circumstances you keep the account closed? Why did you now suddenly close it permanently?

After a quick review of your account the support agent only saw a few small deposits and made the decision to reopen your account with reference to our terms & conditions 14.5:

Well shouldn't the agent check the reason why the account is closed? If not you could always use the same excuse. I just find this terrible reason. If he had time to check my deposits, I'd assume he could have checked the reason too.

Dear Vikingbet Casino team,

thank you very much for your reaction. In casino.guru we consider gambling problem as very serious issue. It is standard that when the player informs the casino about a gambling problem, the casino should close the account without chance to reopen or advise the process how to establish permanent closure. Based on the information provided, player informed your support about the gambling problem. The support confirmed closure, but it looks like they missed key information. Please, could you explain why the account was still reopened? 

Hello Jozef,

The account was reopened on the clients request.

As there wasnt any notes about permanent closure , the operator decided to reopen it.

We have discussed this case with our support team and updated our routines so if accounts are closed due to gambling issues they will not be reopened again.

Regards

Vikingbet

Shouldn't that be a standard procedure?

Funny how you are blaming this on me. Shouldn't you make sure there's a note about gambling issues. You know the reason why I said I have gambling problem, was so the account couldn't be opened in the future..

Dear Vikingbet Casino team,

considering all the facts, we believe the player deserves a refund or at least relevant compensation. He clearly pointed out an issue that can help you in the future. May I kindly ask you to react?

Please let me know, if you're not willing to compensate anything, rather than waiting the time to run out. Then I'll know if I need to take the next steps.

Jozef, can you make the messages above public, so I can link this complaint to their license holder. I'm trying to contact the operator owner or some danish woman that is marked as a owner of the site on chamber of Curacao.

If you have any additional advice too pls tell! Thanks for trying to help!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jorms,

I have been informed by the casino representative that you were refunded. Please, could you confirm?

Got about 550€. Thanks for the help Jozef!!

Dear Jorms,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Jorms, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef