ViperSpin Casino - Player’s account has been blocked.

After winning i went into live chat to ask about withdrawing limits and what i am allowed to withdrawal on a weekly limit as i knew there would be a limit. I was told that i could only withdrawal $2000 due to playing with a bonus. I questioned them on this "bonus" as i had not clicked on any button or asked for a bonus. They applied this bonus while i was actually playing a game so i never saw it and had no idea about it.

So after this i asked them to be fair and pay me my winnings. I closed the chat and continued playing for about another day . My account actually got to over $120K but i dont know the exact figure and i can not get into my account to check anything.

I have now sent multiple emails about my account and i have been ignored. I have not had a reply since the 21st of October an have not been able to enter into my account.

Any help would be greatly appreciated

Dear Franga1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did the casino inform you which bonus you allegedly played with?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Lastly, I would like to inform you, that this casino hasn't been added to our database yet and it can lead to a small delay in resolving this complaint. Your patience and understanding are highly appreciated.

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,

Kristina

Thank you very much Franga1981 for your email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Franga1981,

I'm Nick and I'll be assisting you from now on. I would like to ask ViperSpin to join us and help us resolve the player's issue.

Thanks Nick. Appreciate your help. Hopefully we can come to some sort of resolution.

Hi Nick.

Again, we have stood by our terms and conditions and unfortunately as per any bonus condition we do have our limitations as any casino does.

We have listed what we feel enough evidence to back us on our decision for this, we are more then happy to submit additional proof or whatever else is required from Guru to assist in the matter. As mentioned though, we are firm on our final decision with our terms and policies as previously listed.

ID is a big must have with online gambling we will not allow the risk of under age gamblers, and in this instance according to our terms and conditions set by softgamings themselves, if you do not submit valid identity within 7 days of it being requested we have the right to suspend or terminate any players account, this is the law. However we did give the benefit of the doubt even on this but the difference is playing with bonus funds and exceeding multiple broken conditions, it wouldn't matter if a player won $100 or $1,000,000. The rules are there, they are set and we abide by them.

Thank you.

The broken conditions are what I am inquiring about. That is why I emailed your casino a few times with no reply. How can I break conditions on the second bonus when I didn’t ask for it ?

As for the first bonus I played that through and then made many deposits afterwards. If I broke any conditions my account should of been closed then after the first break bonus. Don’t allow players to keep spending money. That is just taking someone money but knowing you can just close their account when you feel like it.

I understand you are linked with Aussieslots and this is why I started playing at your casino. I was told it was trusted. And I do trust him as a streamer and in no way is this his fault.

Your live chat agent asked me to submit my ID for the $2000 payout and it was only the next day that I was unable to enter my account. I’m sure you will find in that chat that I was offered at least $2000.

It is frustrating that casinos can just make a choice and close a players account at will when that player is just a small time gambler who deposits $50 - $100 at a time. I didn’t do anything wrong. I was lucky. Very lucky to win on a few games.

Once again I appreciate your reply

Hi again, we have emailed which again we can provide evidence.

After the multiple emails of you calling wazdan a scam, and numerous other emails that were quite abusive towards our friendly support team (please note these are actual people, with feelings) You requested a bonus, which previously you did admit to.

You're correct, you deposited $5000 AUD. I will attach snippits from our emails together, or I can post the screenshot if required, whatever is easiest.

Matthew:

"I truly believe that Wazdan gaming is rigged. No games should go 40 spins with no win consistently. It happened to me all night. From 20 to 40 spins many many times. You should consider banning it as they are ripping people off !"

Viperspin support:

"Hi Matthew we have just gone over the log of you playing Choco Reels. We can see there was definitely payouts from the game can you please re clarify? 

We understand at Viper that sometimes playing one particular game can put you on a bad run however the RTP is all legally set by Wazdan and they are licensed and audited as a gaming company.

We can provide the log file for you if you do need to see as every game spin, play is recorded for auditing. 

Perhaps try another game by Wazdan if they’re you’re favourite provider? 

Thank you!"

Matthew:

"A game that can go 40+ spins without a single win has problems. And it happened a few times not just once or twice. Makes me think something is wrong. 

Appreciate your reply. 

Can you please help me with all access of games ? 

Thanks "

Viperspin support:

"We understand, there was a few wins of $40 etc? Or are you talking about a few other times? Just so we can double check over the log again as we want the best player experience here at viperspin.

You are now enabled for all games."

Matthew:

"Take the fact you work for the casino away. I know you just need me to keep playing. Do yourself a favour and play Choco with your " own " money. Not the casinos. Then tell me what you think of that game. I had 46 spins with no win at all. Not even one dollar. That isn’t right. 

Wazdan should be banned. 

Don’t give me your " stats " on RTP. Because it’s a joke and I know if"

Viperspin Support:

"Perhaps trying another game may be better for your luck Matthew :🙂"

Matthew:

"Haha so you don’t want to try the game and lose all your money ? 

Smart move haha"

Viperspin Support:

"Sorry Matthew I am a member of the support team

We have no control over the games.

Can I help you with anything else?"

Matthew:

"How do I convert my points into cash ? "

Matthew:

"I don’t have a VPN so I can’t play it. 

Please close my account. Any casino that is happy to have Wazdan a rigged game maker I don’t want to play here. 

Thanks"

Matthew:

"Hi,

Could someone please tell me how I go about closing my account with your casino ?

Thank you "

Numerous times you did request a account termination also, again please keep this noted.

@Nick, if you require screenshots or a Gmail log please do message us here and we can submit that over the day.

Thank you, Matthew we will allow Guru to forward their opinion and feedback, there is not much left to say on our end.

None of that was abusive towards your staff. You really are just trying to find reasons as to not pay someone who was lucky enough to win at your casino. If I hadn’t of won I would still be playing. You would still be accepting my money.

What you have just sent was in no way abusive towards your staff. If it didn’t have a " haha " in the msg which a few did ( which means laughter ) I was only venting my frustration towards the game maker.

Yes I requested my account to be closed. But you didn’t close it. You continued to accept my money. So you will take my money and accept my money but you won’t pay me out when I win.

Also, why offer a $2000 cash out and then the next day back out ?

none of it makes sense. Just a online casino taking advantage of a player in Australia.

There was no threats , I didn’t have a go at any of your staff. And I’ve said it before if they felt that way please apologise on my behalf.

You mention 7 days to send ID once your chat requests. I wasn’t given 7 days before you decided to close my account.

I have asked a few times now as to how you can add a bonus to my account whilst I am playing and expect me to know about it ? Or not give me a chance to say " thanks but no thanks "

If after the first bonus you felt I did something wrong then my account should of been closed there and then or I should of been asked questions then. Not continued to take my money. That is not fair. Not one bit fair.

Dear ViperSpins Casino,

Could you please send us any kind of evidence showing that the player took the bonus and breached the terms? Also would be great to see the full conversation as from this one we do not consider it as abusive.

Please forward it to nikolas.b@casino.guru.

Thanks in advance.

Regards,

Nick

Hi Nick ,

I appreciate your help with all of this as I really am confused by it all.

but what I would like to add is I would be more than happy if Viper / Roman would just open my account back up so I can continue to play. I understand there is a max cash out weekly and it would give Viperspins a chance to win back as gambling can turn at anytime. It’s just a suggestion that I thought could be easier for both parties.

Thanks again

Matt

We have forwarded all documents needed.

@Nick.

Thank you, awaiting your reply when you have the time you will see what we have forwarded + other inventory collections.

Dear ViperSpins,

I've run through the e-mails I've received from you. Based on them, I see that you have offered a $100 bonus to the player. However, the player only asked what kind of bonus could you give them, I did not see any confirmation that he agrees to it. Also there were no specific rules mentioned regarding this bonus - were they same as in terms and conditions or different ones? Did the player respond anyhow to the added bonus in e-mail?

If the player had real balance and was playing with it - adding a bonus without any confirmation doesn't seem as a fair move. Would be great to know if the player anyhow confirmed or let you know that he agrees to the bonus - if not, the player should be fully paid.

Dear ViperSpins,

We haven't hear from you in a while. Could you please answer to our previously asked questions?

Hello Nick, sorry we did not actually see a reply to this page.

We will be forwarding you some emails later this evening that will confirm 🙂

Thank you!

Most likely the same emails I have already sent in.

my inquiry has been the same from the start. A bonus was added while I was playing. I never asked for this bonus. And because it was added whilst I was playing I had no chance to say no to it. I had real funds ( my own money ) when this bonus was added. And no one can tell me why.

Dear Viper Spin,

No new e-mails came from you so I will set back the timer to you until you can provide them.

Looking forward to your answer.

Dear ViperSpin,

I will be now extending the timer by 10 more days. Please note that if no answer comes, the complaint will be closed as unresolved.

Regards,

Nick

The complaint will be now closed as unresolved as the casino did not respond within the given time. The casino can still reopen the complaint if they wish to continue the case. I'm really sorry that we could not do more this time but please do not hesitate to contact us if you will come across any other trouble in the future again.

Regards,

Nick