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Hello, I had my account closed due to gambling addiction on January 1, 2025. It was reopened without my consent, and unfortunately, I lost money again. I then contacted the casino on February 21 and received a response saying they would take care of it, but since then, I've only been fobbed off with sporadic emails and would now like to ask for your help. Thank you very much & best regards

Hallo, ich habe mein Konto aufgrund von Spielsucht am 01.01.2025 schliessen lassen, es wurde ohne meine Zustimmung wieder eröffnet und ich habe leider erneute Geld verloren. Ich habe daraufhin das Casino am 21.02.kontaktiert und auch Antwort erhalten, man würde sich darum kümmern, aber ich werde seitdem lediglich mit sporadischen emails hingehalten und würde euch nun gerne um Hilfe bitten. vielen Dank & liebe Grüße

Dear zeninosilla,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem).

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's response? My email address is veronika.f@casino.guru.

Thank you very much in advance.

Best regards,

Veronika

Hi Veronika, I have just forwarded the email history to you.

Hi Veronika, ich habe Ihnen gerade den Emailverlauf weitergeleitet.

I have not received any emails from you. Could you please double-check if you entered my email address correctly? It's veronika.f@casino.guru.

Hello Veronika, I just forwarded the email again.

best regards

Hallo Veronika, ich habe die email gerade nochmal weitergeleitet.

beste Grüße

Thank you for your email.

Could you please clarify whether the casino contacted you at any point between January 1 and February 21? Based on the email thread you shared, it appears that your message sent to the casino on January 1 remained unanswered until February 21. Were you in touch with the casino through any other channels during that period, such as live chat?

Additionally, could you provide me with a brief timeline of events from when your account was first closed to when it was reopened? Specifically:

• When was your account initially closed?
• When was it reopened?
• Did you receive any emails from the casino informing you that your account had been reopened?

Dear zeninosilla,

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.

Hello Veronika, it's true that my emails between January 1 and February 21 remained unanswered. I haven't communicated with the casino through any other channels.

When was your account originally closed? I can't say exactly, but shortly after my email on January 1st, when I tried to log in, it said "Your account is currently being reviewed."

When did it reopen? I can't say for sure, as I was able to log in again in February.

Did you receive any emails from the casino informing you that your account was reopened? I can't find any in my inbox (possibly deleted), but I'm pretty sure I received an email about free spins—otherwise, I wouldn't have tried signing up—because I naturally expect my account to remain closed if I request it to be closed due to gambling addiction.

Hallo Veronika, es stimm, dass meine Emailas zwischen dem 01.01. und 21.Februar unbeantwortet bleiben. Ich habe auf keinen anderen Kanälen mit dem Casino kommuniziert.

Wann wurde Ihr Konto ursprünglich geschlossen? Das kann ich nicht genau sagen, aber kurz nach meiner Mail am 01.01. beim Versuch einzuloggen stand dort "Dein Konto wird gerade überprüft".

Wann wurde es wiedereröffnet? Auch das kann ich nicht genau sagen, da ich im Februar mich wieder einloggen konnte

Haben Sie vom Casino E-Mails erhalten, in denen Sie darüber informiert wurden, dass Ihr Konto wiedereröffnet wurde? Ich kann keine in meinem Postfach finden (möglicherweise gelöscht), aber ich bin mir sehr sicher, dass ich eine Email bekommen habe über Freispiele - ansonsten hätte ich es nicht versucht, mich anzumelden - da ich natürlich davon ausgehe, dass mein Konto geschlossen bleibt, wenn ich aufgrund von Spielsucht darum bitte, es zu schließen.

Thank you very much, zeninosilla, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello zeninosilla, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of ViperWin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation?

I would also like to mention, that confiscating balance for account closure, especially when dealing with self-exclusion and gambling addiction, is against our Fair Gambling Codex. As such, I would like to ask what was the actual amount of confiscated balance at the time of closure, and the amount of deposits between the request and closing of the account (minus any winnings and withdrawals).

Thank you for your patience and cooperation in advance.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Casino replied to my e-mail, however it seems like nobody has read it with understanding. Since they did reply this time, I will try my best to find someone who speaks English and maybe we can sort out at least something. I will keep this complaint opened for a bit longer, hoping that I can get in touch with someone in the management.

I have tried to contact the casino repeatedly - but had no further success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. Just scroll on the bottom of the casino page, click the Anjouan Gaming logo, and on the newly opened page with licensing details, there should be a button "Submit complaint" if you scroll down again. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

Hello Matej, why was the complaint reopened? Has the casino contacted me?

Best regards

Hallo Matej, warum wurde die Beschwerde wieder geöffnet? Hat sich das Casino gemeldet?

Liebe Grüße

We’ve reopened this complaint at the request of ViperWin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We have received the following message:

Dear zeninosilla,

We are truly sorry for the delay in handling your case. We truly appreciate your patience. I am now checking your request with the relevant deparment. I will contact you again as soon as I have an update from them.

Best regards,

ViperWin team

Dear ViperWin Casino, please let us know as soon as your investigation is complete. Meanwhile, I would like to bring your attention to two very important points:

1. The original self-exclusion request has been sent on 1st January and according to your own Responsible gambling policy, it should have been closed within 24 hours. We will ask for the refund of any and all deposits made between 2nd January until the account closure on 21st February, minus any winnings and withdrawals made in that time period
2. Voiding the account balance when self-excluding due to gambling addiction is against our Fair Gambling Codex, therefore we would ask for adding the account balance from 2nd January to the refunded amount as well

Dear Matej,

Thank you for the update.

However, I would like to point out that I have already received similar answers with almost identical wording several times, without anything changing regarding my request.

In detail, I received the following emails from Viperwin:

On February 23, 2025 by Ayleen

On March 17, 2025 again by Ayleen

On March 24, 2025 by Asiek

All three messages essentially contain the same information: that my request has been forwarded to the relevant department and that I should wait for a response. Unfortunately, there has been no concrete development since then.

I increasingly have the impression that the casino is deliberately delaying the process without offering a solution.

I therefore kindly request that you review my case again and, if possible, exert further pressure on the casino to ensure that the matter is resolved promptly.

Thank you in advance for your support.

Lieber Matej,

vielen Dank für das Update.

Ich möchte jedoch anmerken, dass ich bereits mehrfach ähnliche Antworten mit nahezu identischem Wortlaut erhalten habe, ohne dass sich bisher etwas an meinem Anliegen geändert hat.

Im Einzelnen habe ich folgende E-Mails von Viperwin erhalten:

Am 23. Februar 2025 von Ayleen

Am 17. März 2025 erneut von Ayleen

Am 24. März 2025 von Asiek

Alle drei Nachrichten enthalten im Wesentlichen die gleiche Information: dass mein Anliegen an die zuständige Abteilung weitergeleitet wurde und ich auf eine Rückmeldung warten solle. Leider hat sich seitdem keine konkrete Entwicklung ergeben.

Ich habe zunehmend den Eindruck, dass das Casino den Vorgang bewusst verzögert, ohne eine Lösung in Aussicht zu stellen.

Ich bitte Sie daher herzlich, meinen Fall erneut zu prüfen und – sofern möglich – gegenüber dem Casino weiteren Druck auszuüben, damit eine Klärung zeitnah erfolgt.

Vielen Dank für Ihre Unterstützung im Voraus.

Dear zeninosilla,

We completely understand how you are feeling. However, I can assure you that the case is being looked into, hence why it got re opened. It has been forwarded to the relevant department, and we are awaiting their update.

We apologize for the waiting time. We will let you know as soon as we have some news from them.

We appreciate your patience.

Best regards,

ViperWin team

Dear ViperWin Casino, a speedy finish to the investigation by the relevant department would be very much appreciated, as according to the post from above, it seems to have been going on since 23rd February. Thank you.

Dear all,

We apologize for the inconvenience with the waiting time. We are still waiting for an update from the relevant department.

Your patience, understanding and co-operation in this situation are truly appreciated!

Kind regards,

ViperWin team

Dear ViperWin team, since we would like to see this complaint resolved rather than not, I will prolong the timer once more.

However, as mentioned before, this investigation has been going on for three months now. If there is no further evidence or information form your side, I will be forced to close this complaint as unresolved, for its full value, that will affect the safety index on our website as well. Thank you for your understanding.

Dear zeninosilla,

We have sent you an email.

Kind regards,

ViperWin team

Dear Matej,

The case can be closed as resolved. I would like to thank you very much for your support and also thank Viper Win Casino.

Best regards

Lieber Matej,

der Fall kann als gelöst geschlossen werden. Ich möchte mich herzlich für Deine Unterstützung bedanken und auch Danke an das Casino Viper Win.

Liebe Grüße

Dear all,

A refund payment has been scheduled for today. We kindly ask zeninosilla to let us know when she has received the payment.

Thank you for your patience.

Best regards,

ViperWin team

the payment has been received, thank you!

die Zahlung ist eingegangen, vielen Dank!

Dear zeninosilla,

I am very happy to hear that your issue has been resolved, and would like to thank ViperWin Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru