ViperSpin Casino - Delayed withdrawal and account issue at Viperspin Casino.

Hi,

I have referred buy a friend he mentioned that yous assist with casino disputes.

So I had an issue with Viperspin Casino for a withdrawal for over 20 thousand dollars, I was advised by Roman that the withdrawal cannot be completed due to having a duplicate it account. I was then asked why I had an duplicate account, I explained that that the first account I had opened up with Viperspin I had forgot the password and I couldn’t reset the password because my email (markieguo@gmail.com) is not longer active, so I couldn’t recieve the password changed link. At that stage I had informed Viperspin online support chat that I would like to close the original account as just created a new one. I was under impression that the original account was shut until I tried to make a withdrawal I wasn’t able to.

was asked to refer to term and conditions, relating duplicate accounts. I wanted to know when I spoke to only chat and asked them to close my original account and told him I’ve just made a new account, shouldn’t I at that stage been made aware that this will be a breach of terms and conditions, I just feel like now that if it was a serious matter they should not let me open a secondary account. (Ps If I was playing both active account at the same time I can understand why they would refuse to pay my wins) my situation was not like that Viperspin can confirm that when the second account that I created was active the original account wasn’t active at all after that. Or even before then.

to be honesty I never win on the pokies let’s face it who really does. So when I actually got a decent win for once to me it seemed like Viperspin wanted to get out of rightfully paying me. Respectfully I believed that I done nothing wrong of the nature in a malicious or indicative manner, my self have a duplicate account was due to the fact that I could get into my original account anymore.

Roman had explained to me that my winnings cannot be paid out due to the breach, however told me that all my deposits on my secondary account will be refunds as a courtesy made as if it sound like they were doing me a favour. My initial deposit I have made equivalent to around $4,600.00 so I had agree to them term think that that’s the best result I was going to receive.

I follow this twitch streamer called Aus slots reached out to him to see if he could help resolve this issue. Viperspin as told the streamer they will offer to reopen my account and delete my original account if I would like. So i was a little bit confused I thought that was original what i requested when chat with the online Viperspin chat team when closing the original account.

Viperspin have refunded my initial deposits made and now have closed the original account so I have been told and offer me a $250 euro 40x as well. I thought I come here and see if anyone has sort of gone through the same issue, and I wanted to see the outcomes resolved on guru.com

look at the end of the end I can understand you or the casino have a business to run, however I just think it’s unfair for some people who actually had a legitimate reason to have another account as well as notified your colleges of my actions and to get notified of my actions however allowing me to continue, wouldn’t class that as not a breach because you have been told of any wrong doing?

I can understand why their are policies and rules and term and conditions it’s their to protect the business from cheats or cheater, I never thought they would use those rules no to pay the their client of their winning. However continue to take their deposits.

I do believe getting my initial deposit back and a $250euro bonus with x40wager still is quite unfair considering that I have continued with your casino just know that it was never really a problem. And after seeing some of the closed cases they definitely got a better deal than me. Could you please assist me I have all the correspondence sent back to Viperspin regarding this,

look forward to heard back from you

Dear Marcusmarkie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you confirm whether you gained any profits from bonuses on your second account?
• Additionally, when was the last activity on your previous account, and when did you register the new account?
• If there is any relevant communication, please forward it to petronela.k@casino.guru. I am particularly interested in any correspondence where the casino permitted you to open another account after you explained the issue with accessing your previous 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

Hi,

thank you for your reply.

in response to your first question whether I had gained any profits on on bonuses on my second account , No ! I have been given or ask for bonus yes but not profited from them.

regard your question about when I started using this duplicate when I stoped using my original account, I cannot remember the specifics of dates, I all I know was I never used 2 accounts at the same time.

as I explained I had advised them that I was unable to access my original account and to delete as I have created a new one. Their online chat did not tell what I did was a breach of T&c’s…..

I can send you an email of when I Tried to with draw my winnings (screenshot)

do you think I will have a chance in getting my money back?

thanks

Hi Marcus + Petronela.

I'll quickly summarize this up so it's a quick case for all parties involved.

1. Marcus has duplicate accounts, which are against casino TOS. These weren't easily picked up due to the usage of VPN. We allow VPN but sometimes duplicates are a bit harder to track with them.
2. Indeed once he won a sum of funds, accounting / security went over them further and noticed he did have duplicate accounts, both which have deposited previously and have taken previous bonuses.
3. All deposits were refunded up until the day of closure.
4. We allowed him to keep one account, with a fresh start. As mentioned, ALL deposited were refunded to the player, so actually he lost nothing.
5. Additional on top of receiving ALL DEPOSITS back he has further received bonuses totaling well over over $5,000 + AUD out of good will, and to this day he's continued to play for 3+ months of the closure.

Happy to supply any evidence to back our case.

Nothing further will also be done on our end, we feel our offer was very generous, for something that happened well over three months ago, you've played majority of the time since then and have been more then happy to spend / withdraw your original deposits it's quite odd to now make a complaint wanting further.

Kind regards to you both.

Hi Viperspin,

as I originally state before I told your online chat time to remove my original account as I no longer have access as "I have create a new one." Wouldn’t it be right as a casino staff member as a disclaimer to notify to the player that if you choose to create winning can be voided.

I understand that you have term and conditions it’s plays responsibly to read it however let’s face it no really reads it.

out of due I think it’s still the casino responsibly to inform the player of breaching T&C’s especially when your staff know that the player is or will in breach of T&C’s.

I acknowledge that you have given me "bonus cash" however I have never profited from any of the bonus. Yes you have give me 5000 worth of bonus but they where for my recent deposits with your casino. Except for $1,200.00 bonus and $250 with a wager of x20 to keep me silent regard this.

yes that is correct I have been continuing to play at your casino as proof that original when I requested to delete my original account it could have been done however your staff choice not to delete my duplicate and not notify me that I could potentially loose my winnings.

however you have contacted me through a streamer saying you can lift my account and continue to play and my original account will be deleted withdraw on your account would have and issues anymore.

this could all been voided if you just let me delete my original account when I requested, feels as if you keeping a card up your sleeve until you need it.

If my winnings amounted smaller than my deposit would Viperspin still refund me all my deposits or will they pay the winnings instead? So I guess you cannot blame me trying to get the my moneys worth to for the winning that were taken away from me correct?……….

@CasinoGuru please advise, unsure what to do, I original was going to close this complaint, however after reading your initial response email I will explain see what your thoughts are.

Looking forward to hearing back from you and Viperspin.

regards

mark

Hi Markus,

Live chat can not close accounts, and nothing was referred to us. If you have a transcript of your conversation and them agreeing that it was now closed that would be incredibly helpful to us. Regardless no one confirmed your account was closed on our end either, if you had not of made two accounts in the first place this would not have occurred.

You are stating you don't read the terms and conditions? for online gambling on any online casino I highly recommend you do read terms and conditions as ours are very fair, but other casinos not so much.

You received well over $5,000 AUD in bonuses. You received all of your original deposits back, and have played 3 months afterwards continually depositing + withdrawing.

You will not receive anything further.

Kind regards.

Thanks to both sides for the clarification.

Dear Marcusmarkie,

Could you kindly provide details about when you accepted the refund of all your deposits? The overall situation suggests that the casino was quite generous in returning all your deposited funds. It's important to note that in most online casinos, opening only one account is allowed. If your previous account was inaccessible, and you discussed this issue with the casino, resulting in advice to open a new account, please promptly forward this communication to petronela.k@casino.guru.

Looking forward to hearing from you.

Hi Petronela,

thank you for you respond Viperspins refund my deposit amounting to the total of $4,554.50 on the 30/9/23, regarding speak to their staff about closing my original account that conversation was do on their online chat support and I did save the conversation to my email. However if Viperspin hold records of conversation on their system then it will be their.

At the end of the day, they knew I had duplicate account account but still continue to let me make deposits know I have won they won’t legal have pay my winnings, do you honestly think I would of continued to deposit money to gamble know that I wasn’t not get pay if would have won?

I don’t believe one the right mind would do, because we play to try and win money. correct, I’m very tired of this back and forth, I think we both that my mistake with duplicate account was an honest mistake, I did you duplicate to farm bonus,

Viperspin should pull up on his file when I last used my original account and when I first started to use my duplicate.

I original was going to close this case however after reading your email I thought maybe still a chance, considering I don’t I have done anything wrong to trick or harm the casino business.

please Let me know your thoughts on this Petronela? I’m all knew this as I have never had issue with other casinos in the past.

I would like Viperspin to settle this dispute for a sum of $3,000.00 and shut my account with Viperspin,

Viperspin you have given me bonus of 5k however that incorrect you give me sum of 1.4K in bonus cash to settle this dispute and the rest of the bonus where for my recent deposit as cash back? Am I correct? do have evidence to prove this.

so I you have paid me $4,554 you gave 1.4K in bonus which I never won or withdrew from I think 3k is fair, your casino still is coming out on top buy miles with my winnings you have taken, and also all my recent deposit. I just very tired and would like to put this to bed please.

look forward to hearing back Mark

Hi Markus.

You will not be receiving anything further from us, and that is final.

You received $4554 in your original deposits back which please know Markus we did not actually have to pay out if we choose to but we do everything correct by our players to ensure that it works for both people. You have additionally received $4,500 AUD in bonuses since then, from wagering bonuses, to free spins, to daily cashbacks.

You have also continued to play for three months depositing and withdrawing, taking further bonuses and you've even been playing today... during this complaint.

We have been incredibly generous in what we've given you, one that I can assure you majority of online casinos would not do.

Apologies, Marcusmarkie, but it appears this marks the conclusion of the complaint. Your acceptance of a deposit refund and continued play indicates satisfaction with the resolution. If you possess communication suggesting the casino recommended a new account, the situation might differ. However, it seems a second account was created without casino approval, unintentionally, perhaps. Even if no unfair advantage was gained, the awareness of a previous account is acknowledged. The casino displayed generosity by refunding deposits and allowing account retention. We deem this matter settled.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi Petronela,

For the meantime will you require me here any further? I will just mark this case as 'waiting' on our end if that's okay as it's the holiday season we are very busy as you can imagine.

Happy to come back at any time, please just email us on support@viperspin.com

We definitely did our absolute best by Markus in this case, refunding all deposits + well over $5,000 AUD of bonuses on top.

Kind regards.

Appreciate the support, ViperSpin Casino Team. Your help is currently not needed.

I'll await a response from Marcusmarkie for now. As mentioned earlier, we're under the impression that the issue has already been settled.

Dear Marcusmarkie,

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.

Hi,

thanks you both for your time which is appreciated,

it’s unfortunately for how this end but no point moving forward, I guess I learn a big lesson from this.

thanks

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.