ViperSpin Casino - Player’s account has been blocked.

Hi there,

I have been betting with Viperspin for 2-3 months and they have completely blind sided me with a legal angle after winning on their site over $330,000.

3 or 4 weeks ago I deposited $3,000 to their casino to see how I went and over the last 3-4 weeks I have accumulated this $3,000 to over $330,000 going in and out of the site betting whenever I felt like it.

I have withdrawn $10,000 to this date from the winnings and I planned on slowly withdrawing from them as they have a weekly limit withdrawal of $5,000.

In this time in between waiting to withdraw again I have continued to win and I feel they have used their own discretion to shut my account down and now I can not withdraw any funds nor can I access the website anymore.

Where do I go from here as I feel I have been robbed and would like to know whether I should pursue or am I completely f****d.

Dear trent1,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 am fully registered and verified with this casino. I have been with them since June this year and received 2 successful withdrawals recently.

I only ever played slots.

I will forward you my recent emails from them.

I believe they have shut me down and classified me as an unsafe gambler because I have not stopped accumulating this account.

Thank you very much, trent1, 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 trent1,

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 explain the reasons for the closure of the player's account?

Kind regards,

Adam

Hi Trent + Adam we hope all is well.

There is multiple concerns as we did previously mention to you, regarding addiction and responsible gambling. We as a licensed casino take responsible gambling very serious. As we did mention in the email, which you are welcome to attach here or we were actually worried for your wellbeing, the hours you were gambling were 14-19 hours per day with the account logged into those gaming providers. In addition, and please note these were all maximum bets.

Another is the duplicate account, which is xxxxxxxxxxxx email (guru can you confirm how we can attach a email here without giving away Trents email account as it is private). Our support team did make the mistake originally of approving the withdraws, but after the third check over by management on his account with a black and white scanned drivers license (which can also be uploaded privately) management looked further into the account. That is our mistake however, KYC should have been double checked and our support team did lack on that.

At the day of the account suspension, we noticed a decrease in balance from $340,000 AUD to I believe it is $83,000 AUD in a matter of two-three hours. We can forward any of these logs if required @Adam of all bet logs and the bonus buys stretching far above any responsible gambling limit. We understand, and have high rollers at our casino but this does go far beyond those means and it is actually quite concerning.

Please also note that we did explain to Trent that we will reimburse back his entire deposits ever made to Viper spin, on a secondary account and then that account will also be then excluded. Trent feel free to confirm that amount with your banking provider + we can also attach deposit screenshots from our back end. No further bets under his name will be allowed to be placed on Viper spin.

All in all, a duplicate account which will void any casinos policy + the responsible gambling aspect is something we take very serious.

Thank you, as previously mentioned out of good faith we are happy to allow you to keep any funds withdrawn which is our supports mistake for allowing a duplicate kyc to be approved, and to reimburse the deposits in act with the responsible gambling act.

Nothing further will occur from our side, we are happy to submit any documents required.

Thanks.

Please also note;

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.

Thank you for your detailed response ViperSpin Casino.

Please do send all logs and any other evidence pertaining to the duplicate account/betting patterns to my e-mail, adam.m@casino.guru for us to review.

Kind regards,

Adam

Adam,

none of this information is true that Viperspin has given is true at all.

I have never spent 14-19 hours on this account at any time as it not even possible let alone am I able to do so, I would also like to see the logs from the casino as I believe this is a complete lie.

Further more my account was never put down from $340,000 to $83,000 at any stage.

This is clearly a case of the casino not wanting to pay me because I have won too much and they are looking for way to get out of it. If they were worried about my well-being and gambling habits they would pay me out and close my account instead they are putting me through this stress now of not paying me what I have rightfully won on their casino.

The fact they will not let me access my account and withdraw any more money shows they are not doing the right thing.

They have offered me a refund to all my deposits also which is not right as if I had kept depositing over and over again and loose every time would they stop my account then or just keep taking my money. I will not except this from them and will fight for this.

Also Adam, since when does a casino ever decide not to pay someone because they are that concerned about there well-being.

I have won on other casino sites and never had any concerns with getting my money out in the past and never had to wait 1 week for each withdrawal. I run a successful business and im a father and do not have time to gamble no where near the time that the casino is implying.

My account was approved successfully and happy to prove my identity again to eliminate that excuse.

I’m happy to negotiate an amount to withdraw but I will not except that the casino is not paying me at all.

look forward to your reply.

Hello trent1,

Thank you for the additional information. We are of the opinion that all winnings earned legitimately should be paid, even if the casino wishes to close your account thereafter. However, as the casino has mentioned the use of multiple accounts, I would like to review any supporting evidence the casino can provide. It is important to have as much relevant information as possible to be able to proceed effectively.

Kind regards,

Adam

Hi Adam,

thanks for your reply it’s been a rough few days since they landed their news on me.

I do not have multiple accounts with Viperspin, they are completely making up stories.

what’s the process in getting paid and making these guys accountable.

sleepless nights and lots of stress to say the least, hopefully they come to their senses because I’m not a pushover.

Hi Adam, do you have a separate email we can email on?

Apparently your inbox is full?

Delivery incomplete

There was a temporary problem while delivering your message to adam.m@casino.guru. Gmail will retry for 46 more hours. You'll be notified if the delivery fails permanently.

Hello ViperSpin Casino,

I am not sure why you have received that message, I have received your e-mail and the evidence provided will now be reviewed.

Kind regards,

Adam

Adam,

I just want to know how a casino can not pay a person for their winnings.

I got verified I got approved and they excepted my money.

I paid to play I win and they block my account, it should matter how much I play on the casino for them to say I overplayed is a joke. If I kept depositing into their casino would they stop me depositing if I was constantly loosing? I bet not.

I look forward to your investigation and resolving this as we are talking a lot of money.

Pay up Viper I’m not going away

Dear trent1,

The casino provided evidence suggesting you have registered more than one account. I have asked them for more information regarding how these accounts have been used, and I am still awaiting a further response. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask ViperSpin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Never have I opened more then 1 account with Viperspin.

this is a joke

Hi Adam,

i ve been following a guy who bets on twitch with Viperspin and be bets a lot more then I ever did. He bets bigger, he bets every day and he withdraws big amounts of money in Australia.

How are you going with your investigation? I have approached a large legal firm in Australia and they are on my case. This is a simple case of casino not wanting to pay a winning punter.

please come back to me

Hi Adam, as previously stated there is no issue with your winnings, however we do have duplicate account evidence which we have stated previously.

You are welcome to legal action; please note we are hosted and operate from Curacao and have many different laws then you do in AU. Your legal team is welcome to contact support@viperspin.com with anything they need clarified.

We have submitted all findings to Guru + Adam.

Thank you.

The fact that you are saying I have a duplicate account is a joke, I have only opened 1 account with you.

I would like to see the proof with this second account .

You approved my account you took my money and now you are clearly not prepared to pay me.

Do the right thing and pay me my money I’m not going anywhere

Hi again Trent, as mentioned all evidence has been submitted to Guru as they've requested, please allow them the time to go through the documents if they feel the need to share those with you then that is no trouble whatsoever.

We have told Adam we are happy to pay the $2,500 AUD difference which will be $12,500 AUD in total that you have deposited. $10,000 AUD being what you've already withdrawn + $2,500 AUD. Any other casino would remove the funds and closed the account.

There is currently only $80,000 AUD left in the account, with every bet log that you finished up with on the day submitted to guru with the gaming providers official time stamps. The provider themself as Adam will know can be contacted directly and verified.

As previously mentioned, your lawyer / legal team are welcome to contact us directly and we will allow Guru now the time to go through all provided documents otherwise it will continue back and forth.

Thank you.

How does my account go from 340k to 80k, you guys are an absolute joke and are criminals.

the last time I used this account you will see there was a lot more then 80k in there.

Lets just say I had $80k in that account why are you not letting me have it.

let’s see where this goes I will make sure that no body is comfortable using your casino, I’m not going anywhere.

fucking criminals

Trent, the bet logs are literally on the gaming provider... We are happy to work with you + Guru however there's no need for the language especially on a public forum.

If you would like, our legal team are in the office in 6 hours, your lawyer is welcome to contact them to ensure this is taken care of quicker?

But the language isn't required I am just doing my job, so is my team and so is Adam from Guru.

All you are doing is trying to convince people that you are doing the right thing when actually you are keeping the truth to yourselves because you don’t want to pay me.

it shouldn’t matter how much I have deposited on to your casino to determine how much I am entitled to.

I won a lot of money on your site and you shut me down so I can’t access it.

I have proof that I had that money in the account and I will prove it at the right time. I was playing your casino the night before you shut me down and I had over 340k in the account.

you guys are criminals and I will see to it that you don’t get away with it.

Adam please get involved with this, I have a case here and I’m not going away

Hi Adam,

i do apologise for my outburst it is just very frustrating when you get these responses from the casino.

The only way I may have opened another account was because I couldn’t log in or it was by accident.

Being the same details as the other account shows that I am the same person and haven’t used it any other way other then to gamble, not to gain any advantage or scam.

im just an average punter who has won and wants his money.

Also they are saying my account is as low as 80k, it was well over 340k when they locked me out.

look forward to your reply

Hello trent1,

Thank you for your response. Can I just ask you to confirm if the above Gmail address is indeed yours?

Kind regards,

Adam

Also I never got any welcome bonus from Viper

Hello all,

Due to the nature of this case, it will be discussed internally with our management team. I will then post an update here in accordance with our conclusions.

In the meantime, I will extend the timer. I apologize for the delay and thank you for your continued patience.

Kind regards,

Adam

Hello all,

I am afraid more time is required to reach a conclusion on this case. In the meantime, the casino has provided evidence that shows the balance of the account being gambled down from 339869 AUD to 88004 AUD on 23.08.2022.

trent1, you have previously stated:

"I have proof that I had that money in the account and I will prove it at the right time. I was playing your casino the night before you shut me down and I had over 340k in the account."

Could I ask you to please forward any relevant proof of this you may have to my e-mail, adam.m@casino.guru?

Please be aware, it is imperative to make sure we have all information to be able to reach a fair decision.

Kind regards,

Adam

Hello all,

Thank you for your continued patience. After reviewing all the information provided, I would like to summarize this case.

trent1,

According to the evidence provided by the casino, you registered an account on 3.6.2022 using your e-mail ending .com.au. On 01.07.2022 you claimed a first deposit bonus on this account.

You then opened a second account on 15.07.2022 using your previously mentioned Gmail address. A first deposit bonus has also been claimed on this account on the same date.

At some point after this, you have returned to your original account and accumulated the winnings in question, without using a bonus.

The casino has also provided evidence showing the amount was wagered down from approximately 340,000 AUD to approximately 88,000 AUD on 23.08.2022.

I would like to point out that regarding the casino's statement referencing responsible gambling concerns - if there is evidence of a player having a gambling problem we would agree that the player's account could be closed, but this is not a sufficient reason to confiscate their winnings.

Therefore, the issue at hand is the use of multiple accounts.

When it comes to multiple accounts, we assess each case individually to determine how the player may have gained an unfair advantage by creating more than one account. Using an account to claim a bonus multiple times when it should only be claimed once per player is against the rules of most, if not all, casinos. The casino may be justified in confiscating any winnings from such bonuses.

However, although two accounts have been created and bonuses claimed on both, the winnings in question have been accumulated without the use of the bonus. The player also had their account verified, and unfortunately, the duplicate account was not detected.

We accept that it is the responsibility of players to make sure that they don't create multiple accounts at the same casino. Not because we think it's the right way to do it, but because it's the industry standard, and we cannot penalize all casinos that don't enforce the 'one account per player' rule the way we consider best. However, we believe and hope that checking for duplicate accounts during account creation will become the industry standard in the future and players will be better protected. It would prevent situations like this from happening.

If the player had accumulated their winnings from the use of a bonus that had been claimed unfairly, we would agree with the player being penalized. As the winnings have been accumulated without the use of any unfair advantage, and while we agree the player's account should be closed at the casino's discretion, we would like to ask if the casino might reconsider its position regarding the player's remaining winnings.

Kind regards,

Adam

Hi Adam, you and ourselves both know any player that opens a duplicate account would be seized by any casino.

We feel it's fair to offer the player a refund of deposits, which is a lot more then most would do.

No further action will occur from our team, at any time this is still bonus fraud. Two accounts taking FTD bonuses is bonus fraud. Regardless if a player won $10 or $1,000,000 it would be the same consequence from our team and we can provide evidence of previously doing it to people that did not even win, we do not allow duplicates it's honestly that simple.

A kind gesture of ourselves refunding the deposits is the only stance we will take on this. I'm almost also positive if I go through previous Guru casino responses for duplicates for other casinos, it would be the same result.

Thank you for your response ViperSpin Casino.

We are currently awaiting additional information from the player and will update here accordingly.

Thank you once more for your patience.

Kind regards,

Adam

Hello all,

I have since requested further evidence of the player's transactions from the casino, upon receipt of which we will re-evaluate this case.

I will extend the timer to allow for this.

Kind regards,

Adam

Hello all,

As we are still awaiting further information regarding the player's transaction history from the casino, we will extend the timer one more time.

If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Hi Adam, we have emailed you.

Hello all,

I am still waiting for the requested documents to be sent by the casino. I will extend the timer one more time to allow for this. If there is no response upon the expiry of the timer, the complaint will be closed as 'unresolved' as previously mentioned.

I apologize for the time it is taking to bring this complaint to a conclusion.

Kind regards,

Adam

Hi Adam, I hope all is well and Guru team.

I have forwarded as requested, and asking for further clarification on certain items.

I will await your reply Adam, then supply anything further.

Kind regards

Roman

Hello all,

We have now received further evidence from the casino and this will be reviewed. We will then provide our final decision. I thank you once more for your patience.

Kind regards,

Adam

Hello all,

Just to keep you updated, this case is once more being discussed internally today regarding the latest evidence and I will post our response immediately thereafter.

Kind regards,

Adam

Dear trent1,

We have reviewed the additional evidence provided by the casino and thoroughly reviewed the entire case once more.

Based on all the evidence that has been provided by both parties, the decision has been made to discontinue our investigation of this complaint.

As mentioned previously, we thoroughly disagree with any winnings being confiscated for the reason of "responsible gambling".

However, the casino also claimed that you have registered a second account using a Gmail address and that both accounts have accepted and used a bonus. Upon looking at the deposit history, there is also evidence to suggest that both accounts have been used simultaneously (repeatedly on the same day). Although the winnings were accumulated without the use of the bonuses, this is still a direct breach of the terms and conditions.

It is unfortunate that the duplicate account was not detected straight away. We firmly believe that these checks work better if they are implemented at the point of registering an account, but this is not the current standard throughout the industry.

Initially, you stated that you did not open a second account, but as well as confirming that the Gmail address used to open this account was yours, you also later stated that you may have opened a second account accidentally. You further mentioned that you had proof showing your balance at the time your account was closed was much higher but were unable to provide this.

The evidence provided by the casino is sufficient in supporting their claims and it seems they have acted in accordance with their terms and conditions regarding this case.

I appreciate that this is not a satisfactory solution to your issue and that you refute the claims of the casino, but please understand that our decision can only be made based on the evidence we have at hand.

As you have mentioned that you would like to take this matter further, I recommend you contact The Curacao Antillephone Gaming Authority and submit a complaint to them (complaints@gaminglicences.com). Please do let me know how they respond (adam.m@casino.guru).

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam