Vicibet Casino - Spelarens konto förblir öppet trots begäran om stängning.

I registered at the vicibet casino and started playing. Things began to go less well and, knowing my inability to control the game, on September 11 I approached the casino's live chat indicating that I wanted to close my account for reasons of gambling addiction.

They told me I had to send an email to a special address.

I did so immediately, on September 11, as evidenced by the attachment I'm sending.

I immediately received a reply indicating that my matter would be dealt with quickly.

I continued to play and, seeing things getting out of hand, I spoke again 3, 4, 5, 6.... times with live chat support, indicating that I wanted to close the account. I was told to wait for a reply to the email, even though I had told them it was a gambling addiction.

Between lots of deposits and no withdrawals, they continued to deny me the right to close the account, which led to me losing over €16,000 in savings.

All while I insisted in the live chat that they close my account.

instead of closing my account, they lured me with an email appointing a vip manager, saying that I'm an important player and they had several offers for me.

on the 21st, I received an email asking if I wanted to close my account or if I just wanted to take a break (at this point, instead of closing my account, they assigned me a vip manager who offered me some bonuses).

As I knew that on Monday I would receive cashback and could get something back (which I didn't), I waited for the cashback to be deposited in my account. They made me reply to the email saying that I didn't want to close the account. They gave me the cashback (which I spent!) and now I'm still waiting for them to close my account.

In the meantime, due to gambling addiction, I've lost approximately €17,000, as you can see from the register.

The account is still not closed, despite my insistence!

I ask you to help me, both to close the account and to get back this money that I spent because I was addicted to the fact that they deliberately didn't close my account.

thank you for not making my information (especially personal details) public.

regards

Registei-me no casino vicibet e comecei a jogar. As coisas começaram a correr menos bem e, sabendo da minha incapacidade de controlar o jogo, no dia 11 de setembro abordei o chat ao vivo do casino indicando que pretendia encerrar a conta por motivos de vicio de jogo.

Indicaram-me que eu teria de enviar um email para um endereço especial.

Fiz isso imediatamente, no dia 11 de setembro, conforme prova o anexo que envio.

Recebi imediatamente uma resposta a indicar que o meu assunto seria tratado rapidamente.

Continuei a jogar e, vendo as coisas a descontrolar-se, voltei a falar 3, 4, 5, 6…. Vezes com o apoio do chat ao vivo, indicando que pretendia encerrar a conta. Disseram-me que devia aguardar a resposta ao email, mesmo tendo eu avisado que se tratava de vicio de jogo.

Entre imensos depositos e nenhum levantamentos, continuaram a sonegar-me o direito de encerrar a conta, o que levou à minha perda de poupanças, no valor superior a 16.000€.

Tudo enquanto insistia no chat ao vivo para me encerrarem a conta.

em vez de me encerrarem a conta, aliciaram-me com um email a nomear um gestor vip, dizendo que sou um jogador importante e tinham varias ofertas para mim.

no dia 21, recebi um email a perguntar se eu queria fechar a conta ou se só queria fazer uma pausa (por esta altura, em vez de me encerrarem a conta, atribuiram-me um gestor vip que me foi oferecendo alguns bonus.)

Como eu sabia que na segunda feira iria receber cashback e poderia recuperar alguma coisa (o que acabou por nao acontecer), aguardei que me depositassem o cashback na conta. Obrigaram-me a responder ao email a dizer que nao queria encerrar a conta. Atribuiram-me o cashback (que gastei!) e agora continuo a guardar que me encerrem a conta.

Neste interregno, por motivo de vicio de jogo, acabei por perder aproximadamente 17.000€, conforme eles poderão ver pelo registo.

A conta ainda nao esta fechada, pese embora a minha insistência!

Peço que me ajudem, tanto a fechar a conta, como a reaver este dinheiro que gastei por vicio pelo facto de deliberadamente nao me encerrarem a conta 🙁

agradeço que não divulguem publicamente esta minha informação (sobretudo dados pessoais).

cumprimentos

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if the casino responded to your email from 11 September with anything other than just the automatic confirmation that your request had been received? If so, kindly forward their response to me at veronika.f@casino.guru.
• Have you requested self-exclusion more than once? If yes, please also send me all the self-exclusion requests in which you mentioned gambling problems or addiction to veronika.f@casino.guru.
• When was the last time you asked the casino to close your account?
• When was the last time the casino communicated with you?

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

Good morning

the only answer they gave me was the automatic one.

Then, in the live chat, I asked to be closed, and they said I had to wait for the reply to the email.

then in response to the email, instead of closing, they decided to give me a vip manager. They offered me a bonus and I continued to play (and deposit)

When I started depositing less (I had already spent my money), they sent me an email (12 days later!) asking if I really wanted to close my account. In fact, the same day they sent that email, I was told by the manager that I would have to reply to the email indicating that I didn't want to close the account, otherwise they wouldn't be able to credit the cashback to my account (which I ended up doing, in order to be entitled to the cashback).

in addition to the conversations in the live chat, yesterday I asked for the account to be closed again and so far I've had no response.

the account is still open...

i would like you to help me get at least some of that money back, if possible.

Bom dia

a única resposta que me deram foi a automática.

depois, no chat ao vivo, eu pedi para encerrar, e disseram que eu tinha que aguardar a resposta ao email.

depois em resposta ao email, em vez de encerrar, decidiram atribuir-me um gestor vip. Ofereceram-me bonus e eu continuei a jogar (e a depositar)

quando comecei a depositar menos (ja tinha gasto o meu dinheiro), enviaram email (12 dias depois!) a perguntar se eu queria mesmo encerrar a minha conta. Alias, nesse mesmo dia em que enviaram esse email, foi -me dito pelo gestor que eu teria que responder ao email a indicar que nao queria encerrar a conta, caso contrario nao me podia creditar o cashback na conta (o que acabei por fazer, por forma a ter direito ao cashback.

alem das conversas no chat ao vivo, ontem mesmo voltei a solicitar o encerramento da conta e, ate agora, nao tive qualquer resposta.

a conta continua aberta…

gostaria que me ajudassem a reaver pelo menos alguma parte desse dinheiro, se possivel.

After filing this complaint, I have already asked them to close my account several times. I've attached two more receipts (I've asked for them more than once).

In response... silence!

instead, from the same email address, they send me an "exclusive offer" to deposit more, with a bonus enticement!

I don't know what to do if you don't help me. I know that I've already lost a lot of money because of the (deliberate) inefficiency of this house. And I'd like you to help me get it back!

Depois de expor a presente reclamação, ja pedi mais vezes que me encerrassem a conta. Em anexo envio mais dois comprovativos (ainda pedi mais vezes por outra via).

em resposta… o silencio!

em vez disso, do mesmo endereço de email, enviam-me uma "oferta exclusiva" para depositar mais, com aliciamento de bonus!

nao sei o que hei-de fazer se voces nao me ajudarem. Sei que ja perdi muito dinheiro à custa desta ineficacia (propositada) desta casa. E gostaria que me ajudassem a reaver!

Just to complete the complaint, I keep sending emails asking for the account to be closed. They still haven't replied, which is causing me a lot of damage.

attached is my latest request...

In the absence of a response to my request, they respond instead with... more offers and enticement... with bonuses and offers!

i ask you to help me, once again, to get this closure and recover the money i spent

Apenas para completar a reclamação, continuo a enviar emails a solicitar o encerramento da conta. Continuam sem me responder, o que me esta a causar imenso prejuízo.

em anexo envio o meu ultimo pedido…

em ausencia de resposta ao solicitado, respondem ao invés com… mais propostas e aliciamento… com bonus e ofertas!

peço-vos que me ajudem, mais uma vez, a conseguir este encerramento e reaver a verba que gastei

Thank you very much, playerfromportugalmn, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 playerfromportugalmn, 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.

I’d like to invite a representative of Vicibet 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.

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.

Since we have found another contact for the casino representatives, I am slightly prolonging the timer to give them chance to consult the complaint internally.

Dear playerfromportugalmn,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej