ViperWin Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

I have repeatedly informed the casino that my account should be closed. This request was never followed up on. On June 12th, I contacted the Complaints Team and pointed out that my account urgently needed to be closed due to gambling addiction. Again, nothing has happened. It remains open. During this period, I have lost several thousand euros, which I hereby demand be refunded.

The casino has violated, among other things, applicable law and its own terms and conditions.

Ich habe dem Casino mehrfach mitgeteilt, dass mein Account bitte geschlossen werden soll. Dem wurde nie nach gegangen. Am 12.6 habe ich dann das Complaints Team kontaktiert und darauf hingewiesen, dass mein Konto aufgrund von Spielsucht dringend geschlossen werden muss. Auch hier ist wieder nichts passiert. Es ist nach wie vor offen. In diesem Zeitraum habe ich mehrere tausend Euro verloren, die ich hiermit zurückfordere.

Das Casino hat unter anderem gegen geltendes Recht und die eigenen AGBs verstossen

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ViperWin Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the casino's responses to your requests? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hey Tomas, I'll send you everything by email.

hey tomas, ich schicke dir alles per Mail

Thanks for your patience.

I went over the evidence you provided in the thread and via email.

• Could you please include more complete communication with any automated responses you received to your requests?
• Please make sure the email addresses are visible on the screenshots or forward them to my email at tomas@casino.guru

I apologize for the inconvenience.

If your account is currently not blocked, as the next step, I recommend you contact the support and separately the VIP department of the casino, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings ViperWin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

I have reached an agreement with the casino; please close the case.

ich habe mich mit dem casino geeinigt bitte den fall schließen

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.