VipGame Casino - Player wishes to close their casino account.

They wont close my account. Livechat never respons and neither i got an answer by contacting them via email.

No responsible gambling limits nothing to set. very bad casino

Dear Litecoin,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found https://vipgamesupport.zendesk.com/hc/en-001/articles/360038373573-Term-of-use:

"Responsible gambling

VIPGAME supports responsible gaming and committed to providing the best gaming experience to everyone. At the same time, VIPGAME is committed to excluding cases of gaming while underage or let gaming control lives.

Self-Exclusion

If it will come to our notice that:

Playing VIPGAME affect User family welfare;

User skip job or studying due to playing;

Spending last funds while playing;

Need to borrow money or sell goods to keep playing;

Have suicidal thoughts after playing.

We keep the right to suspend User account.

Underage Members"

I would recommend sending an email including all the relevant information to vipvipgamegameioio@gmail.com. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Best regards,

Petronela

Thx petronela, i already contacted them the last two weeks, several times and also to this emailadress. still no response

Could you please advise if you have deposited any funds into your account since your first request? Please forward those emails to petronela.k@casino.guru. Thank you very much in advance.

yes i have, i sent the requests several times from the contact formular. first request was in september. so the problem is i have no copies..but this casino is one of the baddest and should be blacklisted

I understand. Could you please advise the exact dates when you have sent the requests? What reason you have stated to close your account? Additionally, please forward your deposit/cashier history to petronela.k@casino.guru.

i sent you the history right now.

Thank you, Litecoin, for the forwarded email. Could you please clarify what "Claim Bet Rakeback" means? Is it a redemption of a cashback bonus? When you have sent requests for the self-exclusion through a Contact Form, did you receive any notification to your email that the request has been obtained? Lastly, please specify the disputed amount. Looking forward to hearing from you.

Hallo petronela. No idea what that means as they never answer 🙂 amount is maybe 300$ but thats not the important thing. i just want that they take action and close my account. they should take responsible gaming very serious.. but they dont give a s*** about that. its a scam casino for me.

gmail deletes the emails after 30 days. i never thought they would not close it as normally if a casino is listed here with good reputation its a serious one 🙂

because i wasnt sure about the amount. 12 of september i sent a request. also several times directly in the chat

Have you saved at least screenshots from the live chat communication? Do you have any supporting evidence to confront the casino, please?

No, unfortunately not. it is the first time that i have problema with an account.closure. thats why i just want that they close my account. they confirmed it the first time in the chat..so i thought will br closed soon and didnt take a screenshot 🙁 thats definitely my bad

I do apologize but it would be close to impossible to confront the casino if we don't have any supporting evidence. However, we can definitely help you to request the self-exclusion. Would that be ok?

I would recommend sending an email including all the relevant information to vipvipgamegameioio@gmail.com. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. Please include me in the email.

Dear petronela.

i already sent - since i opened the claim here - again a few requests to this email adress. 10 and 11th of october and got no response. its not about the money. i know that i lost it -also my fault- but i just wanna achieve that they take serious the responsible gambling and that other playera know whats going on here. this casino does not deserve such a listing in my point of view

I understand. Please forward those emails to petronela.k@casino.guru and we will contact the casino right away. Thank you very much.

i now.deposited again 100 usd in tron and doge..as i got a feeling to gamble again..🙁

do you really got in touch with thuis irresponsible casino?

Thank you very much, Litecoin, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Litecoin,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite VipGame Casino to join this conversation and participate in the resolution of Litecoin’s complaint.

i now played again but could finally re enter the chat again..couldnt open it for days. now they confirmes me the block. we will see if they to that. Lucas could confirm me that i contacted the chat 2 times before but he couldnt tell me why as he cant see that.....very weird..

Recently the user "Litecoin" reached out to our live support requesting a self exclusion. We asked him his username and how long he would like to be excluded and he never said how long. We self excluded him for 24 hours and thought it was fine. Two days later he contacted our live support swearing, using racist remarks, and threatening us. We once again asked him what's wrong and he said self exclusion with multiple racist remarks followed by leaving again. We followed up with a 3 day ban and a ban from our live support desk. That all leads up to this forum post. We were contacted by Andrej from Casino GURU. We read the forum post so we decided to unban the user from live support and try again for a third time. He stated that he wished to have a 5 year ban and he's now banned for 5 years. This didn't end up without the threats and swearing again. We apologize to the user for not properly excluding your account for the appropriate time, but this could have been fixed if you specified the time before swearing at us, and threatening us.

Best Regards,

VIPGame.io Support Team

Thank you, VIPGame.io Support Team, for clarifying. Could you please advise if the e-mail Litecoin sent on October 11, 2021, was received?

The scam harrasment came from me. yes because you never answered. or at least i didnt receive it..surely a browser/connection problem. Yes i was very angry because of that. i would like to apologize for my behaviour.

No @Andrej, we didn't get an email about it on the 11th and we would have responded if we did, we didn't get a support ticket on this either, probably because the user was banned from zendesk.

Best Regards,

VIPGame.io Support Team

Thank you, Litecoin, VIPGame.io Support Team, for your replies.

Dear casino team,

There is no doubt that the player sent an e-mail requesting self-exclusion and specifying ‘gambling addiction’ as the reason for the request to an e-mail address that’s listed as an official contact on the casino’s website. That being said, we consider the fact that his gaming account was not blocked in a reasonable time frame to be unacceptable and believe that the amount that was deposited after the self-exclusion request was sent should be refunded.

We would like to ask VIPGame.io Casino Team to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, this complaint will be closed as ‘unresolved’.

Dear Litecoin,

Unfortunately, we have not received any further response from the casino.

Could you please clarify the disputed amount? How much have you deposited to your gaming account since October 11, when you sent the e-mail requesting account closure due to gambling addiction?

Dear Andrej

The amount which i sent you already. it was about 200-250 usd in TRX.

as i cant log in now.

i do not expect to get the money back.

thx for your help

Thank you, Litecoin, for the reply. I’m glad we could at least help you request self-exclusion, but as we believe that the disputed deposits should be refunded and the casino stopped communicating with us, we will close this complaint as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively affect the casino's rating and other players can read about your experience in our review.

Nonetheless, there's one more option. You can contact the casino's Licensing Authority (Curacao Antillephone). Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.