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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 [email protected], and at the same time, include me in the copy of the email at [email protected]

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 [email protected]

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 [email protected] at any point?

Could you please specify where the address [email protected] 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 [email protected] 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.