VipSlot.Club Casino - El jugador solicita un reembolso del depósito.

I had an account at Vipslotclub. This casino dont offer any responisible gaming or no protection tools. The website says that if you have gaming problem or want to exclude yourself, you can contact support by chat or email.

I started my account at This website first week in Mars. The casino dont send any confirm at email and dont send the terms/policy to me. First day i made three deposit (120 euro), no winning only losses. One week later, i made A lots of deposit. (350 euro) still no winnings. Then I got freespins from them, get winnings but then lose it all before i even got the chans to Withdrawal. I got supect about the fairness and contact the chat support. I also beg the support to show me some evidens/history to provide the fairness in games. The agent told me that Iam just unlucky in the games from the provider, and If i change provider i Will get luck. I deposit more, change provider and lost it all again. I contact the chat support and Ask a about This, the agent told me to change provider again. I have lost 200 euro More. The agent is namned Amira and says she is the casino manager. I told amira that i felt sad about This, the agent told me to deposit more and I lost it again. I Also told Amira serveral times that im addicted to gaming, i have ruin my life and that i need protection and Ask why the casino not offer protection. Amira told me to keep playing and soon i Will get luck. I told her that i really need to Win the money back. She still told me to keep playing. And she also says that i have promised that i not have an addiction when i signed up on the website. I really belive her, i thought i was going to win, that she have made something that Will boost my chanses. She have not. I lost my money again the day after and contact the support again. I say that i have inform amira about my addiction, i request to get my data history. The agent told me you cant lock your acount in chat. I told the Agent i felt misstreathed. The agent lock my account and close chat without answer me.

after that i have send email about This case, i have try to reach the casino. The phonenumber is closed, they dont answer emails, when i write to chat they close my chat everytime and not answer me.

Im feeling tricked by the casino. They used my addiction to make me deposit more money, they ignore me, my emails, my chats. I dont get my account history.

when they have used you enough, they ignore you and you Cant reach the support or casino at all.

iam sure that This casino is scam, and they tricked they players to lose Money.

i want te casino to refund my money for not close my account even if told them about addiction. Also i want them to refund me cuse they tricked me, ignore me and also dont give me my requested data.

Dear arti,

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

Could you please forward me all the emails or screenshots showing that you have informed the casino about your problem? My email address is kristina.s@casino.guru. Have you sent some official request for self-exclusion in which you specified for how long you wish your account to be closed and clearly stated the reason why? 

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,

Kristina

I can send you some dumps from the chat. I have not requested exclusion with limited time or the like. I wrote that I was addicted, had lost everything, that my daughter and I were suffering. I can send the chats I have, the casino has turned off the function for me to save the chats and does not want to give my history. I can send the chats I have had time to save, I also have video recordings of chats that show that the casino intends to ignore me, how they treat me when I write. Sending to your email

Jag kan skicka dig några dumpar ifrån chatten. Jag har inte begärt uteslutning med begränsad tid eller liknande. Jag skrev att jag var beroende, hade förlorat allt, att jag och min dotter lider. Jag kan skicka de chattar jag har, casinot har stängt av funktionen för mig att spara chattarna och vill inte ge min historik. Jag kan skicka de chattar jag har hunnit spara, jag har även videoinspelningar på chattar som visar att casinot avsikt är att ignorera mig, hur dom behandlar mig när jag skriver. Skickar till din e-post

This is the casinos terms on their website. I have not got any terms or policy send to me. I can only find this at the website. 

They dont let you confirm your opening on account either.

4. RESPONSIBLE GAMING. ACCOUNT SETTINGS

4.1. Account settings allow an account owner to:

- block access to games for a certain period of time.

4.2. If has reason to believe that gambling can ruin a person's life socially, emotionally and financially, the Company reserves the right to block the user’s access to his account.

4.3. Please note that gambling can be addictive. If you’re preoccupied with gambling, spending more and more time and money on it, chasing losses, or gambling despite serious consequences in your life, you can contact technical support to block your account.

They describe that the company reservs the right to block user access if they have an reason to belive that gambling can ruin a person's life socially, emotionally and financially. I described that im addicted and gaming ruin my life in all ways. And also for my daughter. I rellay think that they was going to block my account and ask them to not just block the account and leave me/ ignore me. I beg them to still talk to me when they blocket the account,  cuse i felt so ill and have no one to talk to. 

They dont write in the terms that you need to send email, with reason and timeframe to emial support to get help. They only says  . Account settings allow an account owner to:

- block access to games for a certain period of time. (you cant do it at the website by yourself, you cant either set any limits) 

and that you can contact technical support to get help. My account should have been closed when i told them about my addiction. They should dont in any way tell me that I was goint to get luck sooner or later if i play more. They also sayed in my last contact with casino that chat support could not block account and help to close the accound. But they locked my account when i started to talk about rights or wrong in the chat. So they could close account but tried to lie for me to skip block me so i should spend more money, cuse they not that a addicted not could stop playing. 

Thank you for your reply, arti. Could you please clarify when exactly you informed the casino about your gambling problem for the first time? Please, post here a screenshot with the message.

Also, would you be so kind as to clarify if you currently have access to your account?

I told them two Times in 13 june.

first i told John about my problem. And later the same day I told the manager Amira about my problem. She told me just before she close the chat "Amira: We do not force anyone to play or register in our casino. You accepted all the risks associated with the game by registering"

Chat on vipslot.club started on Monday, June 13, 2022, at 14:31 (GMT+0)

i dont have access to my account any more. I wrote to chat again 14 june on the evening after losing more money. And told them again about the problem and talked about my conversation to amira and John the day before. I asked to get my account history. They dont answer me, but they locked my account that day

How much money did you deposit after you told the casino about your gambling problem? Could you please forward me all deposit receipts?

219.5 euros

I will send the receipts to your email

219.5 euro

Jag skickar kvittona till din email

I have send the payments to your email

Thank you very much arti for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Thanks for the help! Should I do something? Should I contact or send something to Peter?

Tack för hjälpen! Ska jag göra någonting? Ska jag kontakta eller skicka något till Peter?

Hi arti,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite VipSlot.Club Casino to the conversation to participate in the resolution of this complaint.

thanks! Yes, invite them

tack! Ja bjud in dom

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’.

I do not think they will answer this. They ignored me in the same way.

jag tror inte dom kommer att svara på detta. Dom ignorerade mig på samma sätt också.

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’.

Dear arti,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter