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Subject: Complaint against vipluck – Failure to self-exclude and request for refund

Dear Casino Guru Complaint Team,

I am contacting you to file a formal complaint against Spinlander Casino.

On [February 20, 2026], I specifically requested the permanent closure of my gaming account due to gambling addiction, requesting immediate self-exclusion. Despite this, the casino did not close my account and allowed me to continue making deposits.

I reiterated the closure request on [insert any other dates], but the account remained active and operational.

Following my initial self-exclusion request, I made further deposits totaling €1200. I believe these amounts should not have been accepted, as the casino had already been formally informed of my condition and my desire to permanently discontinue gambling.

In my opinion, this is a serious violation of responsible gaming policies and the protection of vulnerable players.

I therefore ask:

Verifying that my self-exclusion request was handled correctly.

Full refund of any amounts deposited after the first request to close the account.

The final and irreversible closure of my account.

I have emails, screenshots, and deposit history proving the above, and am available to provide them upon request.

I count on your support to resolve this situation fairly and in compliance with responsible gaming regulations.

Best regards,

Oggetto: Reclamo contro vipluck – Mancata autoesclusione e richiesta rimborso

Gentile Casino Guru Complaint Team,

vi contatto per presentare un reclamo formale contro il casinò Spinlander.

In data [20/02/26] ho richiesto espressamente la chiusura definitiva del mio conto gioco per motivi di ludopatia, chiedendo l’autoesclusione immediata. Nonostante ciò, il casinò non ha provveduto alla chiusura del conto e mi ha consentito di continuare ad effettuare depositi.

Ho reiterato la richiesta di chiusura in data [inserire eventuali altre date], ma il conto è rimasto attivo e operativo.

A seguito della mia prima richiesta di autoesclusione, ho effettuato ulteriori depositi per un totale di € [1200]. Ritengo che tali somme non avrebbero dovuto essere accettate, in quanto il casinò era già stato formalmente informato della mia condizione e della volontà di interrompere definitivamente il gioco.

A mio avviso si tratta di una grave violazione delle politiche di gioco responsabile e di tutela dei giocatori vulnerabili.

Chiedo pertanto:

La verifica della corretta gestione della mia richiesta di autoesclusione.

Il rimborso integrale delle somme depositate dopo la prima richiesta di chiusura del conto.

La chiusura definitiva e irreversibile del mio account.

Sono in possesso di email, screenshot e cronologia dei depositi che dimostrano quanto sopra, e sono disponibile a fornirli su richiesta.

Confido nel vostro supporto per risolvere questa situazione in modo equo e conforme alle normative sul gioco responsabile.

Cordiali saluti,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VipLuck 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?
• Have you received any response from the casino regarding your self-exclusion request?
• After you learned your self-exclusion wasn't granted, have you contacted the casino via live chat and asked for assistance?
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@vipluck.com, 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 VipLuck 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."

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

Thank you for your response and attention to my case.

My account is still accessible. However, I would like to emphasize that my primary request is a refund of all the money I deposited into the casino.

I believe this situation was not handled properly, and for this reason, I am asking for your support in helping me recover the full amount of my deposits.

I would appreciate it if you could continue to follow up on my case and assist me in the process of obtaining my refund.

I look forward to hearing from you.

Best regards

Grazie per la vostra risposta e per l’attenzione al mio caso.

Il mio account è ancora accessibile. Tuttavia, desidero sottolineare che la mia richiesta principale è il recupero di tutti i soldi che ho versato nel casinò.

Ritengo che la situazione non sia stata gestita correttamente e per questo motivo chiedo il vostro supporto per aiutarmi a recuperare l’importo totale dei miei depositi.

Vi sarei grato se poteste continuare a seguire il mio caso e assistermi nel processo per ottenere il rimborso.

Resto in attesa di una vostra risposta.

Cordiali saluti

Thanks for your reply.

Kindly share your most recent communication with the casino on the topic of self-exclusion and refunds. Emails exchanged, and chats with live chat support should be sent to my email at tomas@casino.guru

Please confirm you sent a new self-exclusion request according to my previous recommendations. Please pay attention and send the self-exclusion request to the email indicated in my message.

Thanks in advance for your cooperation.

Hi Tomas, I wrote you an email.

Ciao Tomas ti ho scritto un e-mail

Thanks for your reply.

I went over the communication you provided.

Unfortunately, no communication originating from the casino was included for me to review.

Have you contacted the casino via email at support@vipluck.com at any point?

Could you please specify where the address support@vipluck12.com comes from? Have you ever received any response from this address to your requests?

Could you please confirm you addressed a new self-exclusion request to support@vipluck.com as recommended earlier?

Is your player's account closed currently? When was it closed?

Please let me know.

I responded by email

Ho risposto tramite e-mail

Thanks for your patience.

According to the screenshots you shared, the casino responded to you the same day (February 20th ) to confirm your account was closed.

On March 5th, you wrote in the complaints thread:

My account is still accessible. However, I would like to emphasize that my primary request is a refund of all the money I deposited into the casino.

• Did the casino not close your account, even for a short time?
• Could you please specify when you made the deposits in the casino (dates)

Looking forward to your reply.

Thanks for the reply.

I confirm that on February 20th I explicitly requested the closure of my account for reasons related to gambling addiction, as demonstrated by the email I sent to support.

Despite their confirmation of closure that same day, my account remained accessible afterward, as I reported on March 5th. This is a serious oversight, especially considering I had declared a gambling problem.

Regarding the deposits, were they made before and/or after the self-exclusion request? For this very reason, I believe the casino violated its duty of protection towards the player.

I therefore reiterate that my main request is the refund of the deposited funds, because:

- I had requested closure due to gambling addiction

- the account remained accessible

- the casino did not apply protective measures correctly

I look forward to hearing from you to resolve this issue.

Thank you.

Grazie per la risposta.

Confermo che in data 20 febbraio ho richiesto esplicitamente la chiusura del mio account per motivi legati alla ludopatia, come dimostrato dall’email che ho inviato al supporto.

Nonostante la loro conferma di chiusura nello stesso giorno, il mio account è rimasto accessibile anche successivamente, come da me segnalato il 5 marzo. Questo rappresenta una grave mancanza, soprattutto considerando che avevo dichiarato problemi di gioco d’azzardo.

Per quanto riguarda i depositi, sono stati effettuati prima e/o dopo la richiesta di autoesclusione. Proprio per questo motivo ritengo che il casinò abbia violato il proprio dovere di tutela nei confronti del giocatore.

Ribadisco quindi che la mia richiesta principale è il rimborso dei fondi depositati, in quanto:

- avevo richiesto la chiusura per ludopatia

- il conto è rimasto accessibile

- il casinò non ha applicato correttamente le misure di protezione

Resto in attesa di una vostra assistenza per risolvere la questione.

Grazie.

Dear Ettore,

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, Michal (michal.v@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 Ettore,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear VipLuck Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Dear Ettore,

I am trying to reach the casino internally, outside of this thread. I am setting one last timer for them to reply, and I will be informing you as soon as I receive a reply. Thank you for your continued patience.

Ok

Dear Ettore,

I've managed to get in touch with the casino. I am waiting for details regarding your case. Thank you very much for your continued patience. I will be informing you as soon as I have something to share.

Dear Ettore,

I sincerely apologize for the slow progress on this matter. I have reached out to the casino several times and have set a deadline for their response. Unfortunately, if I do not receive a reply by that date, I will have to close this complaint as unresolved, which will negatively impact the safety index. Thank you for your understanding and patience thus far; it is truly appreciated.

Hello, 

Thank you for notifying us! 

We would like to highlight that the request has been referred to the relevant internal team for further review. 

This response is provided for informational purposes only and does not constitute an admission of liability, acceptance of the claims raised, or confirmation of any remedy. 

Your patience is greatly appreciated, and an update will be provided once our review has been completed. 

Best Regards,

VipLuck Team

Dear VipLuck Casino,

We are waiting for your updates.

Hello,

We have provided additional information for your review via direct communication in order to further clarify the matter.

Should you require anything further, please let us know.

Kind regards,

VipLuck Team

Dear Ettore,

I have received information from the casino indicating that you registered at VipLuck Casino on February 19th and that your account was closed on February 20th. According to the casino records, your total deposits amount to 130 EUR. Could you kindly provide the bank statement for this period? This would help me understand the disputed amount of 1200 EUR. Additionally, I would appreciate it if you could clarify why you referenced a different casino, Spinlander, in your initial message within this complaint thread.

Dear Ettore,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.