ViperSpin Casino - A conta do jogador foi desativada.

I won 60k, made a withdraw last week(went through) still have 60k balance left on my account and when i tried to access my account today it said user disabled. i am very worried and scared

Dear WherezYourHeadAt,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are facing with your account. To better understand your situation and assist you effectively, could you please provide more details regarding the following questions:

• Have you received any communication from the casino regarding the disabling of your account?
• Have you attempted to contact the casino's customer support, and if so, what was their response?
• What types of games did you play shortly before your account was disabled?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

• Have you received any communication from the casino regarding the disabling of your account?

No reason, no contact and no response in over 12hours via email. Live support told me to contact email support

• Have you attempted to contact the casino's customer support, and if so, what was their response?

Live support told me to contact email support

• What types of games did you play shortly before your account was disabled?

I played slots, i kept winning and i even made a withdraw last week that went through. I was going to withdraw and play more last night but when i attempted to log in it said user disabled.

• Did you accumulate your winnings with or without a bonus?

I had a bonus maybe 2weeks ago, wagered it and completed it all. I made sure to ask any questions about withdrawing and anything i was unsure about which was answered by live support and email support.

• Have you made any successful withdrawals from this casino before?

Yes i have made withdraws in the past and recently without any issues.

• Have you passed the full KYC verification?

Yes i have given verification if not i would not have been able to withdraw.

Also i am located in Australia and not NZ( not sure why it says that but could you change that)

I don't have multiple accounts because creating one alone is alot of hassle.

I don't bonus hunt.

Also while under bonuses you can't bet over the amount that you're limited to so i couldn't have bet too high while any bonus was active.(it will tell you or make you refresh the slot)

I didn't lower my bet to meet wager(kept it the same or increased)

Deposit method was debit card

Withdraw option is bank transfer

Have not had any issues or warnings in the past or present

Also i have not played in roughly the last 5-6days

Hi Ben,

My name is Matteo and I'll be assisting Guru on this case and yourself.

We have a management meeting today, once done I will be updating if there's any issues within your account and an explanation.

Kind regards

Still no response anywhere

Thank you for your responses. Please forward me all the communication between you and the casino customer support that could help us with the investigation of your case at veronika.f@casino.guru.

I've sent the screenshots between me and email support.

Also still no responses from viperspin since i asked why my account was disabled.

Thank you very much, WherezYourHeadAt, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you WherezYourHeadAt for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ViperSpin Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

Viperspins contacted me and have given me access to my account again.

I also played and won currently at 120k aud.

But i am worried this might happen again.

Dear WherezYourHeadAt, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear WherezYourHeadAt,

We received your email, and we're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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.

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,

Peter