ViperSpin Casino - Player's account deletion is being denied.

Have asked multiple times for the casino to delete my account and they are flat out refusing.

Dear dstanton029,

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

I checked the casino's terms and conditions and found this:

4. CLOSURE OF YOUR ACCOUNT; TERMINATION OF THE TERMS OF USE

CLOSURE AND TERMINATION BY YOU

14.1 Provided that Your Account does not show that a balance is due to us, You are entitled to close Your Account and terminate the Terms of Use on not less than twenty four hours’ notice to us at any time, by contacting us through support@viperspin.com:

14.1.1 indicating Your wish to close Your Account; and

14.1.2 stating the reasons why You wish to close Your Account, in particular if You are doing so because of concerns over the level of Your use of the same.

We will respond to Your request, confirming closure of Your Account and the date on which such closure will be effective, within a reasonable time, provided that You continue to assume responsibility for all activity on Your Account until such closure has been carried out by us (at which point the Terms of Use shall terminate).

Please allow me to ask you a few questions, so I can better understand the situation. 

• What reason have you given to casino support when requesting account closure?
• Have you unsubscribed from the casino's marketing communication?
• Have you verified your account in the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Dstanton,

Allow me to help get ahead of this for you!

We can't 'delete' accounts, which is what our team would've told you. By law, all player accounts are kept on our system incase there's any issues, or auditing purposes.

Let me know if we can help in any way!

Actually chief the person I spoke to said I needed to email viper spin support which I did asking for the account to be deleted there was never any mention of not being able to delete accounts. I can add the email chain here. Further more you can delete an account but still have logs of that accounts transactions/events. So wrong on another front. It just means the account in your DB is deleted.

Also why is correspondence from you business always so rude and condescending ? speak in a respectful manner for a change and people will reciprocate it.

Hi Daniel,

We are a SG licensed WLC casino, there is no ability to delete an account.

I'm not going to engage in a back and forth here because I know what we can and can't do, as well as the Guru team. Your account can't and will not, be deleted ever. Information on your account will not also be deleted, this is final and can't be changed. Even though my responses may be to blunt for you, we haven't lost a case here and doubtfully will.

Now you have the email to close your account, is there anything else I can do to help?

Thanks to both parties for the replies.

Dear dstanton029,

Have you contacted the email I provided and requested your accounts to be blocked permanently? With what result?

Dear dstanton029,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.