ViperSpin Casino - Player has been accused of opening multiple accounts.

Hi, Ive spoken back and forth with viper spin and have had no resolution. My account was closed about an hour after i won $35,000, their reason was they suspected my account was a duplicate account. I was confused and said this is my only account but apparently duplicate also means living with someone who also plays on their casino which we werent aware of, and they said this is a breach of their terms and conditions and my account will remain closed, but the other account will stay opened as it was created first.

I felt this was unfair as I have deposited quite alot of money on to this casino and my account should have been flagged as a duplicate at sign up when i put my address details to prevent this from happening. Ive explained that we are 2 seperate people, we are not family, and their terms and conditions is not very clear as i thought duplicate is when 1 person makes multiple account. They also said because we both took the sign up bonus that it is considered bonus fraud which makes absolutely no sense because if i wasnt living with this person this would not be an issue - i even offered to move out if i could just have my account and balance back.

I spoke with the head manager and he advised that i could open my account and close my friends account and the duplicate bonus funds would be removed, and i asked what that amount would be and then they said that the whole balance would be removed. When i won that money, i was not using a bonus code it was with my own balance.

I asked them if i could have the money back that i deposited and they also said no as i made withdrawals which werent supposed to happen but what i withdrew was less than what i deposited.

I find this very unfair, and honestly quite suspicious as i had played on this casino for a few weeks and didnt win at all, and it wasnt until i had a big win that they decided to close my account and take all my money with no sort of fair resolution.

Viper spin have now said they will not be discussing this case anymore, so im wanting to submit a complaint and get a third party opinion.

Thank you

Dear vickyzhang20,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found (here):

"4. OPENING YOUR ACCOUNT

...

4.5 Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

4.5.1 all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;

4.5.2 we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or

4.5.3 we may, at our entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for You through the Duplicate Account shall be retained by us."

I understood that even if you redeemed a registration bonus in the past, your actual winnings were accumulated from a real money deposit, is that correct? Could you please advise if your account has been verified successfully in the past?

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, thank you for your reply!

Yes, so i deposited my own money, they matched it with the bonus and I beat the wager so was able to keep my winnings, and then I won $25,000 just spinning with my own balance, then my account was closed about an hour later.

Yes my account was successfully verified, I had made multiple deposits and a withdrawal with no issues.

Kind regards

Vicky

Thank you, vickyzhang20, for your reply. Could you please advise which account was created first? Do I understand correctly that you had successful withdrawals from this casino previously?

If you wish to forward any relevant communication, my email address is petronela.k@casino.guru.

Hi! My friend’s was created first, he told me about this site so I also signed up.

Yes that’s correct, I had successfully withdrawn money from viper spin so I assumed there were no issues.

The terms and conditions is very confusing when it comes to duplicate accounts, i assumed duplicate account meant 1 person creating multiple accounts.

sure, I can send through our conversation.

Thanks!

Vicky

Hi Petronela, I have just forwarded you the conversation between viper spin and I.

Kind regards, Vicky

Thank you very much, vickyzhang20, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello vickyzhang20,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite ViperSpin Casino to join the conversation and participate in the resolution of this complaint.

Dear ViperSpin Casino,

Can you please provide further information regarding the player's winnings and the multiple accounts?

Specifically,

• Were both accounts verified?
• Were the disputed winnings accumulated without the use of a bonus?
• How are the accounts linked?

Kind regards,

Adam

Hi Adam, we have already forwarded Petronela an email several days ago with our response due to the nature of the players private information we will only reply once you’ve overviewed that.

Thank you,

Christos

Viperspin Support

Hello Viperspin,

I apologize, I had indeed not been able to access the e-mail previously sent. Having now reviewed it, I can see how the accounts are linked, but the other questions remain unanswered. Could you please respond to these? If you would prefer, you can e-mail me at adam.m@casino.guru.

Kind regards,

Adam

Yes both accounts were verified, it was at a later time our system has picked up the duplicates, we have thousands of daily players and can not physically monitor every detail. We do our best however.

The account in question (Vickys) original funds from this amount were from a bonus, they went onto raw funds once the wager was completed however the bonus was during the same session. So yes, the bonus was the start of this session and during this session was completed. At the same time her Husband / partner (Jordan) was also using casino bonuses.

The accounts both share the same house, address, IP address, device, password, duplicate accounts are forbidden as explained in our email our terms and conditions are very clear. Both accounts accepted bonuses constantly through their sessions.

We are happy to offer Vicky back her original deposits - the withdrawals that were already taken from a duplicate account. However yourself and us know, very few casinos would not even offer that for bonus and duplicate fraud.

If that is something Vicky would like to have happen, please let us know and we can add that to your partners account to be withdrawn.

Hi Viperspin,

Jordan is my boyfriend, we are not married and everything between us is seperate. I play on my laptop and will sometimes use his computer when he is at work as its bigger. But the money being deposited from and the player are completely seperate, so how does this make it a duplicate account? Im happy to prove that we are seperate, can send through bank statements and more ID verification.

Yes I would like my deposits back, but I would also like my winnings that I won with my raw balance, like Roman said in his email, he would give me back my balance minus the duplicate bonus funds.

My complaint here is that everything was all ok for me to play and deposit my money in to your casino, I was able to do a few withdrawals but as soon as I get a large win my account is closed and all the money is taken, the excuse that you have thousands of daily players and are unable to manage all of this abit slack, I had to go back and forth to verify my account to withdraw my funds so I would assume all the necessary verifications were done at the time, not weeks later.

We have attached our terms and conditions on what is stated as a duplicate account, or usage of two accounts from the same IP address. You both share the same passwords. The main reason this wasn’t easily picked up is due to the crypto currency being used. Jordan’s account was also the first account to be made, in addition you have both used multiple casino bonuses, which is bonus fraud. As stated in an email, regardless if that was your intention or not it’s the same for any online casinos policy.

Roman originally offered your deposits back, nothing further will be offered either way regardless of Gurus decision on this case. We have already discussed it in our most recent staff meeting. We have settled on offering your deposits back minus the withdrawals you’ve already made. So you end up losing nothing overall, however we have lost funds from gaming providers.

I can re attach our terms however you’ve seen them several times in emails, and so has Guru. Please also note, duplicates have nothing to do with KYC. We are not going to remember your address from several months between Jordan’s address that is impossible. Our system flagged it as a duplicate, which if Guru needs we can submit. Majority of our withdraws for crypto are automatic under a certain amount so yes it’s very easy to go unnoticed. Your partner has also had large wins and has had no issues receiving winnings.

We will await Adam to comment and then proceed with a reply, if you are happy to settle on your deposits back minus withdrawals let our team know at any time and we can assist, please know this is a rather generous offer already and we are in no position to refund anything with noting our terms and conditions.

Thank you

Christos

Hi Adam, I have come to an agreement with viper spin and have accepted their offer of the deposits minus withdrawal and the bonus balance. Happy to close or delete this complaint.

Kind regards

Vicky

Hi again Vicky just to keep Guru in the loop we have come to an agreement of offering back the deposits and also a bonus of 1,200 euro / $2,000 AUD after the raw funds have been withdrawn.

Thank you again Adam for being involved in this case, if you need any further assistance please let us know.

Hello all,

Thank you for your responses.

Dear Vicky,

I am glad you have successfully reached an agreement with the casino. I will now mark the complaint as 'resolved' in our system. 

Please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam