ViperSpin Casino - Player claims casino ignored his responsible gambling request.

Hi casion guru

I was a member at viperspin on 19th of June I sent a email in saying I have a gambling problem with no response then . I msged them today saying I wanted my money back that I put into the casion from then till now but to be honest I don't want the money anymore I want them to be accountable for there actions .

they said the email that I sent saying I have a gambling problem was made up when I can prove that it wasn't .

They are trying to shift the blame for there wrong doings on there behalf to me . I'm a honest person and if it was me to blame I would accept it but on this occasion it's there's

Alot of people have a problem with gambling and they email for help not to be disregarded so they can spend more money at the casion Inc viperspins

I would like casion guru to go through the proper channels to have swift action against this casion for what they are doing to people like me and inabiling my gambling habit .

I am more then happy to send the emails from me and vipersin support during the length of this issue .

I just want to say it again I'm not here for my money back I'm here for action against a corrupt casion acting against people who thought they could trust them

Please help 🙏

Dear deetek,

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 the original email to me (not a screenshot)? 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 have checked the Responsible Gambling section on the website, 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@viperspin.com.

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 Petronela

I've sent you every email containing all documentation to do with this case including the one I sent at the start of the case for me having a gambling problem

If you need I can send you the deposits in the time since that email

Kind regards

Hi Petronela, and hello Dominic.

Firstly, I would like to publicly add that we are very well aware when a player tries to extort a casino for funds. It does unfortunately happen often everything from charge backs, to cases such as this but these as a rarity for us. Nonetheless, you do need to be somewhat accountable for your own actions.

Secondly, Dominic is from Australia, not New Zealand.

Yesterday, you did out of random email after Live Chat rejected your bonus that if we did not refund all your funds, you would 'contact' casino Guru, leave a bad review, and contact the gambling authorities. I personally have gone over our emails and have found nothing of such. Our emails can not be removed, due to the licensor always having a copy within our casino license, EG; SoftGamings. So we aren't worried about a editing email, however I have attached the very basic wrongdoings in your edited screenshot.

I will also add your entire history, as attached. Your winnings vs losses (you are also in profit).

Players can email us at any time and request self exclusion as Petronela has mentioned under different levels of self exclusion. One, you can request a self exclusion for a week, for a month, indefinitely. However until a gambling problem is mentioned, we will not permanently self exclude the account. But once it is, yes of course we do. In this instance, it's your word vs our word, we can't find any evidence in your large amount of emails and when I asked for a copy you sent a very edited document as you can see nothing lines up in this document which is very, strange.

You have a previous case here on Guru, where you attacked our casino by swearing at live chat, then making a Guru case and once again, you were after money which was also rejected by Guru.

At the very worse case, you're over the age of 18. You're an adult, and if you emailed and didn't reply back why would you not re-email to clarify confirmation? I find that indeed odd. Without any trace of an email in our system, there's nothing further we can really do, and a reimbursement like you keep continuing to email us for (even today) will not be happening.

Regardless, the moment you DID mention this to us yesterday your account was permanently disabled.

These are your previous emails:

"

Dominic Cavdar <dcavdar1989@gmail.com>

Fri, 5 May, 23:46

to me

hi i would like to withdrawal all my funds since you took 20k off me because of the bonus being abuse as you said "

"

Dominic Cavdar <dcavdar1989@gmail.com>

Mon, 15 May, 20:24

to me

hello Viperspin this email is regarding the complaint made against you from me i was just double checking to see if everything was legit , since i dont play online that much i found it weird that you would have a cancel button there if you couldnt cancel it . please dont take this as a attack against your casino . i'm just was trying to find the fair option and i did i was in the wrong on this occasion  "

Kind regards, and Petronela as always we are here to assist with anything you need.

As also seen below, Petronela if you can please hide this post from public as this is another player on the casino, previously.

Once he requested a self exclusion due to gambling addiction he was not allowed back. He was a very large player but our policy is firm. I'm also happy to attach many types of these emails from our players that have mentioned a gambling addiction.

Hi viperspins and Petronela

As I said in my first comment I don't want my money returned to me I want the casion to be held accountable for not taking actions from my email I senton the 19th of June saying Inc I have a gambling problem with no responses added you possibly deleted the email on your end so you have no trace of it on your system . I've sent all conversations to Petronela from the first email to you passing the blame onto me .

Even if I'm in profit of not I emailed because I have a problem and I needed help and it's your responsibility when someone emails you with a gambling problem to close there account and not push it aside .

Also note that just because you show another player that doesn't mean anything because it's not me .

Are you showing that on that occasion you were capable to exclude such player but not me

My past history with chat should have nothing to do with this conversation 🙄

Viperspins I have forwarded the actual email to guru team regarding the I have a gambling problem and you can't fake that.

Let's see you get out of that one

Without drawing lines throught a screenshot

I also find it hard to believe that a email just vanishes in thin air . Don't you find that funny Petronela 🤣

I think your days of passing the blame are coming to a end

Thank you to both parties for providing clarification.

Dear Deetek,

I kindly request you to send me the original email from the 19th of June as an attachment. By sending it as an attachment, we can ensure that it remains unaltered, serving as solid proof that the email was indeed sent on that specific date. Additionally, it's essential to verify with the casino that they have received your request and are processing it. If you haven't received any response from the casino after the 19th of June, have you made any further attempts to contact them or communicate your concerns?

There has been zero emails received to support@viperspin.com from Dominic in regards to 'gambling issues'.

Also please lay off your drama filled messages Dominic, we have been nothing but fair to you as a player. As explained previously, we can't just add bonuses for the sake of it or when you demand it.

Petronela, please note that if we EVER missed a player from any email and they did reply stating we didn't reply in regards to a gambling addiction / self exclusion we would amend this instantly with the player. The fact that even if there was a chance (even though there isn't) we didn't receive this email, we find it strange the player didn't message again.

Any player that ever requests a self exclusion, even if we do not reply by our 12 hour email support (live chat is 24/7) they send more then one email and we also conclude that it is finalized. Also happy to provide any of those evidences.

Kind regards, and if we have missed anything or an email has not been received it still should be followed up regardless. 🙂

As you all know I have a gambling problem . When they didn't reply I went on gambling when in fact if they didn't disregard the email I would of been forced to stop there and then . Also in this age of technology it's hard to believe that you never received the email when infact the copy that I sent Petronela proves that the email was sent on the date of the 19th of July . Now there saying missed lol you found it now

The fact of the matter is it doesn't matter if it was 1 or 5 emails sent they disregarded it and now they lie about the fact of the email being sent in the first place and make up a story of it being edited to suit there Agenda.

Also viperspin the drama filled msg are not as belittling as be Accused of lying and editing of emails as you accused me of that in fact it should show everyone what company you are as a casion

Also let me add this if it's happened to me how many others on there casion has it happened to

Has your casion been Audited by the gaming commission ?

Hi Deetak, as mentioned we have not got / received any emails mentioning what you have mentioned. We have no need to lie about this and our reputation in the industry so far, is actually very good for a two year old casino. You have always been paid out swiftly, and assisted as much as possible.

You're now mentioning the 19th of July, but you said the email was the 19th of June? Which one is it..

Please do not worry about us being audited, we follow Curacao regulations and yes you're welcome to take anything further at your own decision we are not phased as we have a good relationship with Softgaming + our licensor and regulator.

Spell check 19th of June appreciate the pick up on that

Hi viperspin just another question since I'm excluded or not allowed back on your site why am I receiving sms for vip bonus July4 shouldn't that be turned off for me

Or your not doing your job right on your end

Dear Deetek,

As I mentioned earlier, could you please forward your original request for the self-exclusion as an attachment to petronela.k@casino.guru?

Previously, if you had sent a request to the casino and didn't receive a reply, but your account remained accessible, it would have been prudent to make additional attempts to contact them to ensure the acceptance and receipt of your request. Did you make any such attempts to reach out to the casino in the past?

I have also talk to the viperspon chat about self excluding myself before the email sent on the 19th of jun . I didn't bring this up early because chat told me to contact support thought email and that's what I did on the 19th of jun

I've already forwarded the email to you

Would you like me to forward the email as a attachment?

And also Petronela they sent me a bonus vip 100% after my exclusion as attached above .

Also Petronela you never answered my question in regards to how a email can go missing in this day and age that we are living in ?

Also there are software out there that can track the email and see if it's been opened on the other end I'm more then happy if the regulator would want that information 😀

Yes please, forward your email as attachment.

Forward an email as an attachment

On your computer, go to Gmail.

Select the emails that you want.

Click More. Forward as attachment.

In the "To" field, add recipients. You can also add recipients in the "Cc" and "Bcc" fields.

Add a subject.

Write your message.

At the bottom, click Send.

Also, could you please clarify when exactly was your account blocked?

Tue, 25 Jul, 13:45

Hi Dominic, no problem at all we aren't worried. We get very similar emails from people that try to extort the casino.

Our licensor will have no issues, nor will Guru with what we have to provide. 

As mentioned, we block anyone instantly that mentions a gambling issue otherwise we'd have a lot more cases stacking up the same as when you thought you were right on a previous case on Guru.

PS: After going over your account and looking further into it to make sure we did not miss anything, our security department has noticed you clicked that you are not located in Australia on the pop-up casino box, but you are playing from Australia..

Either way, your account was closed the minute that we noticed that. Please understand you must be 100% accurate, and tell the truth on on-line casinos otherwise they can also remove your balance.

Chat to you on there, you are excluded and no further contact will happen through our support emails. 

Kind regards

Viperspin Support

this was a email sent from vipersin saying i was excluded almost 1 month later

ive sent the email as an attachment

Hi Dominic, that is a indeed accurate email due to the fact you did not mention a gambling addiction prior.

Not once did you re-email to clarify any missed email either.

Regardless, there will be nothing further on our behalf, your account is permanently closed without the chance to be re-opened due to your gambling addiction.

Kind regards

Thank you, deetek, for the original email. From the current information, it appears that the email was in deed sent to the casino on June 19th. As I mentioned earlier, if your request hasn't been promptly addressed, have you made any additional attempts to contact the casino and inform them about your gambling problem?

Hi Petronela, there is no email that we have received so there's nothing I can really do to follow it up.

I have just re-checked and still can not find anything to do with a closure, or any email that states to be closed since then.

Without a follow up email to having no reply, we really can't assist on this.

We receive thousands of emails per day but definitely do our absolute best, but again with no follow up it makes it almost impossible and this is the first case we've experienced where no follow up has ever happened.

We do apologize Dominic if your email was missed. Please understand humans can make errors at times 🙂

Viperspins if you said missed at the start of this discussion it would be a different story but making up that I faked a email as you did is a bit fishy to say the least . I understand if your busy and if you said that at the start it's a different story and you taking the blame for your actions would of been enough to satisfy me .

But you didn't you went along not claiming and responsibility for your actions ...

Viperspins if you apologise for your wrong doings aof disregarding my email for my gambling problem and just own up to your actions and the lies that you blamed me for Inc fake email I'll stop this complaint

Also viperspin can you please send me a email of all chatlogs of my account ?

@deetek,

Just to confirm, am I understanding correctly that you haven't sent any further emails after the one that appears to have been missed?

Please be aware that if you do not receive a confirmation from the casino regarding the successful receipt and acceptance of your self-exclusion request, our options for assistance are limited. As long as the casino does not confirm your self-exclusion, your account will remain active, and you may need to make additional attempts to close it. I understand that this is not an ideal situation, but currently, it is the only way to ensure that your request will be properly applied.

@ViperSpin Casino,

Could you please forward the live chat transcript to the player as requested?

Hi Petronela, no problem regarding the players emails my team will forward them to him today.

Nothing was mentioned further, and I still put with strong emphasis that we did not receive an email from this player otherwise we would have acted accordingly as always.

Kind regards

@deetek

Could you please let me know when you receive the requested communication? Thank you in advance.

Hi Petronela

They sent me the email logs not my chat log I'm waiting on them to reply to my email to send my chat logs across

I've sent a email to you Petronela please have a look

The only thing you have mentioned to live support was how to close your account, which they informed you to email us. We still did not receive that original email, and as mentioned from ourselves at Petronela, you did not follow this up via our email.

The moment you did, you were banned.

Kind regards

I have also msg them on the 6/26/23 you might of missed it when you scrolled down and looked over them

I put the print screen here for everyone to look at if you would like me to forward the email I will do so also

That was sent around 7 days after my email was sent

Could you please specify the exact date on which your account was ultimately blocked?

I also want to clarify the content of your live chat conversation that occurred on June 26th. During that interaction, you did not request self-exclusion; instead, you expressed a desire to receive Free Spins. You mentioned that if these complimentary bonuses were not granted, you intended to escalate the matter by filing a complaint with Casino.Guru. While you did note sending a self-exclusion email a week before this chat, with no response received, the live chat agent advised you to send another email to the appropriate department. This is because not all sections of the casino can implement self-exclusion and account blocking.

Dear deetek,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.