ViperWin Casino - Player seeks refund after account closure request.

Since March 3rd, I requested to cancel my account at this casino. I received a response from them asking if I really wanted to close my account, they would get back to them. I told them yes, please, and they have never answered or closed my account. Since then, I have deposited €850, and they have allowed it, despite expressing my intention to close it in several emails. Please, I have problems. They don't care about people's illnesses; they just want the money. I hope no one else plays with them. And they are so committed to addiction. Let's see if they give me back the money, they take advantage of us, and the psychological problems.

Dear Juan2287,

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 to clarify your situation.

• Has the casino responded to your email from 16 March, where you confirmed that you wanted to permanently close your account due to gambling addiction?
• Have you passed the full KYC verification?
• When was the last time you communicated with the casino regarding the closure of your account?

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,

Veronika

They never responded to me again, they never asked me to verify because they have a policy of taking 3-4 days to start processing a withdrawal.

In the chat I have requested it on occasion and it has been ignored.

Their addiction policy is disastrous and they don't care about the people and only want money.

Today they closed my account, but what about the deposits made due to their negligence in closing my account when they saw that I came to you?

I'm glad to hear that your account has finally been blocked. Could you kindly confirm whether you made any deposits to your casino account after March 16th, when you first mentioned experiencing gambling addiction? Unfortunately, this is the point we need to base our refund request on, as prior to that date, there was no indication that you wished to self-exclude due to compulsive gambling.

Your cooperation in providing this information would be greatly appreciated, and we’ll do our best to assist you with your request.

Thank you for your understanding.

They of course knew about it and have for years and have never closed my account.

And of course I said it in the chat, emails and so on, it doesn't seem fair to me

Thank you for your response. However, I need you to answer the question I asked you in my previous comment:

Could you kindly confirm whether you made any deposits to your casino account after March 16th, when you first mentioned experiencing gambling addiction? 

Dear Juan2287,

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.