Viking Luck Casino - La solicitud de cierre de cuenta del jugador se ha retrasado.

Hello

I would like to have my account blocked from August 2025 onwards.

The reason is uncontrolled gambling.

I submitted the application via email and then I was asked to provide the email address to which the account is registered.

I did.

It said that this email address did not exist.

Screenshot taken from my account, the address is shown there.

What can I say? They didn't react at all.

Now I've written again... one is being referred from A to B.

I've never experienced anything like this before.

I don't want to play anymore for my own protection.

I've had myself blocked everywhere, but this is breaking my neck.

I'm at my wit's end, psychologically speaking.

I'm at a loss as to what else to do!

Hallo

Seit August 2025 möchte ich meinen Account sperren lassen.

Der Grund ist unkontrolliertes spielen.

Per Mail den Antrag gestellt und dann sollte ich meine Email Adresse nennen auf die der Account läuft.

Habe ich getan.

Da hieß es diese Email Adresse gebe es nicht.

Screenshot gemacht von meinem Account da steht ja die Adresse.

Was soll ich sagen man hat gar nicht mehr reagiert.

Jetzt wieder geschrieben... man wird von A nach B verwiesen.

Sowas habe ich noch nie erlebt.

Ich möchte zum Selbstschutz nicht mehr spielen.

Habe mich überall sperren lassen aber das bricht mir das Genick.

Psychisch bin ich am Ende.

Bin ratlos was ich noch machen soll!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kimba76, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Viking Luck Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you requested a self-exclusion from Viking Luck Casino?
• Do you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please forward your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila

Did my email arrive?

Best regards

[redacted]

Hallo Attila

Ist meine Mail angekommen?

Mit freundlichen Grüßen

[redacted]

Hi, could I have an update?

I have absolutely no idea what the problem is with blocking my account.

Hallo könnte ich mal ein update haben?

Mir ist völlig unklar was das Problem ist meinen Account zu sperren.

Hello Kimba76,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kimba76,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Attila

Thank you for the information.

I also hope it will be resolved soon.

Greetings, Kimba

Hallo Attila

Vielen Dank für die Information.

Ich hoffe auch das es bald gelöst ist.

Gruß Kimba

Hello Kimba76, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Viking Luck 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 appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I myself would like to say something about Viking Luck.

It is irresponsible to handle a request in this way.

The consequences for the person affected seem to be completely irrelevant.

You can lock yourself out everywhere, which I did, and it wasn't a problem at all.

I personally feel like I've been completely taken for a fool.

Especially because they no longer respond to emails at all.

The last email was a few weeks ago with the same request, and nothing has happened since.

Ich selbst möchte noch was zu viking luck sagen.

Es ist verantwortungslos so mit einer Anfrage umzugehen.

Was das für Folgen hat für die Betroffene Person scheint vollkommen egal zu sein.

Überall kann man sich selbst sperren was ich auch getan habe, war gar kein Problem.

Ich persönlich komme mir ziemlich für dumm verkauft vor.

Vor allem weil man gar nicht mehr reagiert auf Mails.

Die letzte Mail ist paar Wochen her mit der selben Anfrage, da passiert überhaupt nichts.

Dear Kimba76,

We are writing to confirm that your account has been officially closed as requested.

Please be assured that we have escalated your case to the relevant department for a comprehensive review. Our team is currently look into the details of your matter, and we are committed to providing you with a resolution as soon as possible.

We will notify you immediately via email once we receive an update from the internal team.

Thank you for your patience and cooperation during this process.

Best regards,

Viking Luck Casino Team

Thank you for the account closure, dear Viking Luck Casino. Please, let us know as soon as the investigation has been completed.

Hello

First of all, it's good to know that the first step has been taken and the account has been closed.

Now I can begin to clean up my life and overcome the fear of succumbing to addiction again.

I am very curious about the solution they intend to offer me.

Many thanks to Casino Guru for the support.

Best regards

Kimba

Hallo

Erstmal ist es gut zu wissen das der erste Schritt gemacht wurde und das Konto geschlossen wurde.

Jetzt kann ich anfangen mein Leben aufzuräumen und der Angst wieder der Sucht zu erliegen.

Auf ihre Lösung die sie mir anbieten wollen bin ich sehr gespannt.

Herzlichen Dank an Casino Guru für die Unterstützung.

Mit freundlichen Grüßen

Kimba

Dear Kimba76,

Following a thorough review of your account with the relevant department, we require further information to assist you. To proceed with our internal investigation, we kindly request that you provide screenshots of the account closure requests where you specifically mentioned a wish to self-exclude due to a gambling problem.

Please ensure that the sender’s email address, the recipient’s email address, and the date of the correspondence are all fully visible. It is also essential that the screenshots clearly display the specific content of your message.

Once we have received this documentation, our team will conduct a comprehensive review and take the appropriate next steps.

Thank you for your cooperation and patience in this matter.

Best regards,

Vikingluck Casino Team

I'd be happy to do that.

Which email address should I send it to?

Best regards

Kimba

Das kann ich gerne machen.

An welchen Email Adresse soll ich die schicken?

Mit freundlichen Grüßen

Kimba

Dear Kimba76, please CC my email (matej.l@casino.guru) into the message you will be sending to the caisno, so I can confirm it has been sent to the correct address and to assist further. Thank you.

Dear Viking Luck Casino, can you please confirm if the player can send the requested message to support@vikingluck.com? Thank you.

Dear Matej,

To ensure that the matter is addressed correctly, please be advised that this should be directed to the complaints team.

The correct email address for these is: complaints@vikingluck.com

Please forward the correspondence to that address, and we will review your case.

Best regards,

Viking Luck Casino Team

Thank you for the confirmation, Viking Luck Casino.

Dear Kimba76, please use the above mentioned e-mail address, and CC me to the conversation. Once I receive the message, I will swap the timer towards the casino. Thank you.