ViperSpin Casino - The player's self exclusion failed.

I been playing on this casino for about 3 months all is good. Then I was spending to much so I asked to close my account permanently so I couldn’t reopen it but sure enough I got a itch to test to see if they would open it and surly enough I emailed them and they reopened in 2 minutes . I think if you asked to close it permanently it should be closed permanently . I want a refund on all deposits

Hello hendy1927,

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 what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

I’ve asked to close my account permanently twice . But they reopen it if ask . I have a gambling problem and get the urge to gambling . When I ask to close it

I never stated that I have a gambling problem but I have asked to close my account permanently twice I email them and they reopen it .

Hi Nick, we have a very easy process within our casino for self exclusion. We have players i imagine like many other casinos ask to be closed when they are not satisfied with a result or an outcome.

In this instance Edward Hendy has demanded bonuses on multiple occasions and told our support team to "fuck off" which we understand is the frustration of any gambling. We have a 24+ hour cooling off period at any time before a player is allowed to reopen their accounts.

Edward had a pending withdrawal however we KYC at the same time as a withdrawal and within 24 hours. No cash out is ever pending over a 24 hour period. From my understanding he did lose the balance within the 24 hour period and then abused our staff. Demanding further bonuses.

Edward has mentioned after our latest discussion around 15 minutes after he mentioned submitting a Guru case that he is a problem gambler. I have forwarded the email to Gamdom (another licensed casino) that he has mentioned in hopes to also assist him and would appreciate you also assisting. We do not take problem gambling lightly, if a player mentions they have an addiction, problem gambling or anything similar their account is always excluded from our staff. Prior to this he has asked to be permanently excluded in an email that is indeed correct but heat of the moment many players say different things. Our email team did reconfirm from my knowledge a day or so later to reconfirm his opening that he has decided to do.

We do however find it a little unfair that a player who was asked to reconfirm their decision after a cooling off period. Can ask for deposits back after we have spent fees, gaming fees because they do not get a bonus or free spins?

Regardless the account is permanently excluded, I have contacted Gamdom in addition and I don’t believe we are at liberty to offer anything further after looking at similar Guru cases.

As always we are here to assist and help resolve any cases and respect gurus decisions in any outcome.

I stated 2 times in email to close my account permanently . But you still reopen it . How is that permanently ?

At no time, as you have mentioned any problem gambling, or issues with gambling addiction. If that were the case then yes your account would have been permanently excluded without the chance of reopening.

However being angry / frustrated over a bonus not being added just shows us you were just unhappy at the time. We have confirmed with you on any occasion to re confirm your decision.

As I have mentioned in our emails before, if you mentioned or we were led to believe that you were a troubled gambler we would not allow you to revoke your account.

There is really no difference in going to a land based casino, losing on a session abusing the staff walking out of the casino saying you will never return. And the following week you arrive back at the casino and continue to gamble.

It would be a different situation if you went to the casino staff said I have a problem with gambling, signed documents to permanently exclude you and then they allowed you back in.

It still state’s permanent exclusion . And that wasn’t the case doesn’t matter in what instance .

You are correct Edward, but not once (as you have lied to me in an email earlier) did you mention problem gambling. There is a large difference between being frustrated and then closing and reopening your account compared to mentioning you have a gambling problem.

At any moment if that were the case, it would have been permanently excluded and no chance to reopen.

Nothing further from our side Nick at this time or Edward. Please understand under this situation we are not obligated to refund anything. As there has been no mention of problem or gambling addiction. Even for standard players that ask for a temporary disable or any type really, we ask them to reconfirm their decision and also purposely delay response times so they have time to rethink their decision as let’s be honest gambling is a spur of the moment decision.

We will see what nick says . I’ve got all the emails as proof

Also confirming no delay in reopening account minimum 5 minutes

Hi Edward there was multiple times to open and close your account for breaks 🙂.

Again, at no time did you mention an addiction, problem gambling, or anything further.

Please understand without that being mentioned we can open a players account at any time that they request it.

That doesn’t mean a thing you said quote purposely delay response times so they have time to rethink their decision as let’s be honest gambling is a spur of the moment decision. Unquote .

Where I’m from 5 minutes isn’t a delay .

Hi Edward as you know your account is permanently excluded please stop requesting it to be opened. I’m assuming it’s some sort of test to our team, as explained the fact you mentioned gambling addiction afterwards of your account being closed means we can not reopen it.

thank you

Now you have done it . What about the last three times I asked for my account to be permanently disabled . ? The evidence is all in email . I’ll also report to acma if I don’t receive a refund on all deposits in the next 48hrs

We are based in caurcoa we do not need to be concerned about the acma. As the acma states on their website if you choose to gamble on caurcoa casinos they can not assist. Go ahead and contact whoever you feel that you have to 🙂. We follow all of our own local laws.

Your account was permanently closed once you mentioned a gambling problem, which was yesterday after the account was disabled.

You are getting no refunds in any regards.

See what they say . They will ban you from Australia as they have many other casinos . Also waiting on a response from nick

Report submitted .

Also viper casino sent me this today 100% Matched Bonus Offer http://www.viperspin.com Deposit $20-$2000 and receive 100% ontop. Use Code: FEB3 in your dashboard Good luck! . A good example of responsible gambling .

Hello hendy1927,

As mentioned in my first post, unless you state gambling issues, you are still able to reopen your account if it is closed as account closure and self exclusion are 2 different things.

Self-exclusion serves for players with gambling addiction and it has to be mentioned in your request otherwise the casino has no information about it and they simply close your account (which can be reopened) even if you mention permanent closure.

Dear ViperSpin,

I hope the player's account is now self excluded without the possibility to reopen it again. Please be sure to not send out any promotion offers to the player as well as it may be tempting for him.

If you check there live chat history I recon it would be in there

Edward, you have stated in the above you have never requested a self exclusion due to gambling, as mentioned we would have solved that then and there with a permanent account lock. Live chat has no records of this either, nor does our email support.

Nick, correct he did receive a promotional message today as the SMS system had not yet been updated, that is our mistake and will not happen again. Nor could the account be re-opened regardless.

Thank you.

Also you said you contacted gamdom . I asked them you definitely didn’t not

Hello hendy1927,

As your account is now self excluded, is there anything else we can assist you with?

Please keep in mind that if you are going to request for a self exclusion in the future, always mention gambling addiction otherwise it will be just an account closure request which can be reverted by you anytime.

You did nothing to help me .

Hello hendy1927,

Your complaint was regarding the self exclusion while your account is now self excluded. What else did you expect to achieve?

Hi Nick, are we required here any longer?

As mentioned Edwards account has been closed, and removed from all mail + SMS listings the moment he mentioned gambling addiction.

Kind regards,

Dear hendy1927,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.