Viu-viu Casino - El jugador experimenta problemas con la autoexclusión y la gestión de la cuenta.

I would like to file a complaint.

On May 5, 2026, I submitted a request via email to self-exclude due to gambling problems.

At first, the casino offered me a bonus for this, but I insisted on my self-exclusion, after which the casino had me confirm the self-exclusion several times. In the end, I was told that the request had been forwarded to the relevant department (see Chats.pdf)

On May 13, my account was still not closed, and I was able to make two deposits (€45), see Deposits.pdf.

I then requested a refund, as my account should have been blocked long ago. The casino immediately closed my account and forwarded the refund request. I then successfully completed another KYC verification (see RefundRequest.pdf). However, after two weeks, I have not received any further response.

It’s unbelievable how the casino handles self-exclusion requests. This has nothing to do with player protection.

I have attached all relevant emails.

Translated with DeepL.com (free version)

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you were in contact with casino support regarding the refund?
• Has the casino confirmed the amount to be refunded to you?

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

• the last contact was yesterday and they answered that the checking of a refund woul take 3-6 month:

• no, they didnt confirmed it. They only said that they check it.

Dear Maximov95,

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, Martin (martin.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,

Tomas

Hello Maximov95,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Viu-viu Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? At this point, this seems like a clear case to us. The player had expressed his wish to be excluded, but instead was offered a bonus and a VIP program invitation. Please let us know whether you are willing to process the refund of the two deposits made on 13th of May.

In case there is any additional information you believe to be relevant, please do let me know here or at martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

Dear Martin,

Thank you for your patience.

We have reviewed the case and the communication related to the player's self-exclusion request. At the time the deposits were made, the player's request was still being processed by the relevant department.

Following our internal assessment, we have contacted the player regarding a refund of the deposits made after the self-exclusion request. We are currently awaiting the player's response so that we can proceed with the necessary arrangements.

We will provide a further update as soon as we receive the player's reply.

Kind regards,

Viu-viu Casino Team

I received an email from the casino 18 minutes ago.

Ich habe vor 18 Minuten eine Email des Casinos bekommeny

Dear Maximov95,

thank you for keeping us updated. Are you able to disclose some more information regarding your communication with the casino? Were you offered a refund?

Dear casino representative,

thank you for your response. Can you please let us know the amount of the offer the player received?

Viu-Viu:

We hope you are doing well.

We would like to ask whether you would be willing to receive your refund via cryptocurrency as an alternative payment method.

If this option is suitable for you, kindly provide the following information so that we can proceed with the refund:

1.Cryptocurrency wallet address or QR code;

2.Cryptocurrency token (e.g., USDT, BTC, ETH, etc.);

3.Preferred blockchain network (e.g., TRC20, ERC20, BEP20, etc.).

Once we receive these details, we will review the information and proceed with the refund process accordingly.

Thank you for your cooperation. Should you have any questions, please do not hesitate to contact us.

Kind regards,

Viu-Viu Casino Team

I answered them with the Information and got a confirmation that they received it. But still no refund.

Dear Martin,

Thank you for your follow-up.

Following our communication with the player, we received the requested cryptocurrency wallet details and proceeded with the refund.

The refund corresponding to the deposits made on May 13 has been processed and sent to the wallet address provided by the player. We kindly ask the player to confirm receipt of the funds. If necessary, we can provide additional details regarding the transaction.

Please let us know if any further information is required.

Kind regards,

Viu-viu Casino Team

Dear casino representative,

thank you for your message and cooperation throughout this complaint.

Dear Maximov95,

thank you for keeping us updated. Please let us know once you receive your funds.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maximov95,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin