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as on recently Viperspin have suggested to me that my brother has made deposits on my account using my card, but I’ve tried to reassure them that this is false and untrue but they have also said I have multiple accounts which I am unaware of as I only ever use one account on Viperspin

due to this they have accused me of fraud which is incorrect as I have gained no financial benefit from this as well as I have never allowed my brother to used my account and if he has without my acknowledgement this should not breach and terms and conditions as I was unaware until viper told me now.

im unsure why they have only told me about this now when they say a deposit was made 44 days ago and 98 days ago. I feel like I’m being mistreated and suffering a great loss of $75000 due to this wrongful accusation

Dear lathameasson97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, I’m not too sure if my half brother may have gain access to my account using my laptop as he has access to that however due to MacBook saving my passwords it may be that he has used that feature to access my account, however they have told I have multiple accounts linked to the card but I’ve only ever used my one account with the email I have saved within my laptop so I m unsure where this information has come from as I’m unaware of any of this until Viperspin told me as of recent

and there was no bonus it was all free play and all winning in my account were derived from all my own deposits that I can show in my bank statements

I have spoken to my brother and he didn’t realise the seriousness of what this has cause and is even willing to write a testimonial about this matter if it means I can recieve the balance which was reamaining in my account

Hi Latham, and Petronela.

Unfortunately we have found Latham and his brother Kobe to be sharing the same credit card.

Latham does claim he has no idea about this, however over 2 months his brother has opened multiple accounts, using Lathams credit card and made over 20+ deposits. Back and forth sharing of the credit card flagged in our system.

He has mentioned that Kobe is his brother, both accounts were taking bonuses, winnings until it was flagged from the recent win. We agreed to pay Latham any deposits owning, however noted he is in front of Viperspin by $2,000 AUD so no deposits will be paid out.

All three accounts at one period of time have shared an IP, credit cards over 20+ times with the net code confirmation to Lathams mobile. It is not possible to deposit multiple times using a card from Australia without a banking app requiring to be logged in. Net codes are only displayed on mobiles, as we have researched.

We are firm on our stance of our AML policy and our terms and conditions were clearly broken on multiple occasions in this.

All accounts have been now closed.

My account has always been verified when asked I have always been a loyal customer to viper and enjoyed their services but since this they have not taken anything I have said into consideration and made it a complete one sided case, while still taking deposits from my account and withholding winnings that were not gathered from any bonus spins and won fairly on my behalf

Hi Latham, as explained to you previously but I will re-explain our email that you received:

Currently we have found the following during our investigation, and it is of serious concern as a licensed casino we take our policies and terms and conditions very seriously due to AML policies and KYC.

- Your 'brother' has used your credit card on multiple accounts.

- You have recently began to use this card, whilst he has used it prior? Which is very strange to us.

- There is 3+ accounts connected to using your banking information.

- There is now duplicate accounts connected to your account which are a void of our terms.

- We have reason to believe there is something strange happening in this case, and we do find it impossible to believe that you have not noticed your brother has used your card well over 20+ times. In the instance that it was a one time occurrence it may be debatable however this is to clear to our security team.

Usually when this occurs, we would pay back the player all of their deposits. However you are $1,500 in front of the casino so there will be no deposits refunded.

Please note all accounts linked to your card have also been closed.

I was completely unaware that there was my card was being used across multiple accounts which I have tried to express this to viperspin as I’ve only used my account and used my own account to deposit but they clearly are taken a one sided approach against someone who is not tech wise and rather take deposits than pay and wins,

why take honest deposits if this was a matter but you aren’t prepared to pay any winnings because it’s a way out, seems petty to me @viperspin ? Couldn’t have told me there was unusual activity on my account 2 months prior before closing my account with 75000 ? Nah just taken the deposit and then close it

I'm not entirely sure how you do not notice your card has been used 20+ different times.

As explained though, our system did not flag the deposit until a few weeks back in that time your account was verified and of course as always we were paying out your withdrawals. However once you've had your larger win, security has looked over your account and can see your card being used 20+ different times.

I'm afraid there is nothing further I can do to assist you, and I know that Guru will side with us as using the same credit card split between 3 accounts is against our license, against our AML policy, and against our conditions the same as basically any online casino.

If you weren't in profit, we would also pay out your deposits, but you are so you're extremely lucky this was not picked up sooner otherwise again, it would be voided.

Thank you, both sides, for the clarification.

Dear ViperSpin Casino Team,

Could you please forward any supporting evidence to petronela.k@casino.guru?

Dear lathameasson97,

These allegations are significant, and if compelling evidence supports the casino's perspective, it seems your inquiry may not yield the assistance you seek. It's essential to comprehend that our assistance is typically extended to players facing unjust accusations, provided they adhere to fundamental online casino rules, such as maintaining a single account and playing with their own funds.

Hi Petronela,

I've emailed you.

Kind regards

Thank you very much, ViperSpin Casino Team, for your email.

Dear lathameasson97,

Regrettably, the evidence forwarded contradicts your position. As the casino previously indicated and substantiated with the provided evidence, it is challenging to believe that you were unaware of multiple uses of your card to deposit funds into another casino account. My suggestion is to refrain from allowing any third party to utilize your payment method for deposits into online casinos. Fundamental rules of online casinos dictate that players should use their own funds for gambling. The situation appears to suggest collusion between you and the other user, and the casino acted within its rights to block all associated accounts.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear lathameasson97,

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.

Look regardless, I feel like if Viperspin had address this prior to me it would of been dealt with on my end of the situation, however the fact that they continued to allow me to deposit and play at their casino I find concerning as they were not concerned when I was only losing money at the time and only have come forward with this now that I have won such a substantial amount, thus allowing me to lose all deposits I had made prior of my balance because they had closed it, I’m just upset the fact that they have only done this now I had such an amount of $75000 in my account

I’m am only asking that they pay me the balance in which they continued to allow me to play at the time in which they made this situation apparent to me as regardless of what had happened I won that money fair and with my own deposits I don’t believe it is an unfair ask I am even willing to take half of what was remaining as like a fine for what had happened.

and if they don’t want me playing on their casino in the future then so be it, I never intended to breach any conditions I never personally gave out my details and if you believe so then that’s your opinion

however I spent hours playing to achieve the balance in which was left in my account and feel I should at least be paid half of what I won fairly within the casino

If Viperspin is willing to come to an agreement with me about this as I have been a low customer to the casino, even if I can recieve a percentage of what was left in my balance I would like to continue supporting and playing, losing such a balance is devistating to say the least as it is life changing and would of given me more opportunity and freedom to play in viper so if they are willing to work with me to try work on an agreement or something it would be a dog send and I would great appreciate it

I would just like viper to also consider that within their terms and conditions I would like to note that within the section of ‘breach of the terms of use section 22.2 where it states ‘Where You are in breach of the Terms of Use, we may at our sole discretion, prior to any suspension or termination of Your Account, notify You (using Your Contact Details) that You are in breach, requiring You to stop the relevant act or failure to act, and/or requiring You to put right an act or fault on Your part and warning You of our intended action if You do not do so, provided always that such notification shall not be a pre-condition to any suspension or termination of Your Account.’

if I was given a warning or made aware of this I would of 100% put a stop to anything that may of seemed at fault, there was no intention to cause any harm throughout my use of the casino and ever intended to breach any terms of conditions.

i do ask that I can be given this warning as i did not ever receive one and I am willing to lose half

of my balance which was remaining as an act of good faith for the misadventure, if Viperspin can come to the party on this as I believe that it would be a fair conclusion. And I can assure that moving forward this will never be a problem again

Hi Latham, we won’t be proceeding with anything further this case is closed on our end.

You have clearly lied and attempted to fraud the casino.

You will receive nothing further.

All the best.

Hi don’t understand how I have attempted to attempt fraud ? You have had money put into your casino, I have not made any attempt to act in any fraudulent matter,

I didn’t gain any financial gain from anything that has happened in this situation, I feel this needs to be re evaluated

I’m an honest person I don’t believe that any fraud had been committed in any manner

Hi Petronela, we will not be proceeding any further here.

There is enough evidence backing our claims, it is clear Latham knew that his cards were being used and the other conditions that were additionally broken.

Kind regards.

Hi lathameasson97,

I have thoroughly reviewed all the supporting evidence, and I sincerely regret to inform you that we are unable to provide assistance. Given that your brother utilized your payment method on multiple occasions, it is challenging to believe that you were unaware of the situation. Upon conducting a more thorough investigation, the casino exercised its right to block your account and confiscate the winnings in accordance with their AML policy. Although they were prepared to reimburse your deposits, the fact that you withdrew more than you deposited in the past resulted in your account being blocked without additional refunds.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.