VegasBerry Casino - Constantly refusing to close my account despite problem gambling being mentioned

RESOLVED
posted on April 11, 2015.

I have asked them several times to close my account permanently because I have a gambling problem but they say that they need a signed copy of all my deposits. I have already sent them that when I verified my account when I made a withdrawal some time ago but now they say that I need to send another DAF-document. Now my printer is broken so I can't send it in and they say that until they get it my account stays open. Can they do that? I thought when you said you had a gamblingproblem that they had to close the account at once. I have the same problem with almightyviking.com and thats the same company. But the funny thing is that hellocasino closed my account on the spot when I asked for it and that's also the same owners. I only want to close my account permanently and I don't understand why they need documents to do that.

posted on April 11, 2015.

Dear Mrs J

We would like to inform you that we have examined the issue. Please note that you have agreed with our terms and conditions while creating the account.
The terms state:
VegasBerry casino reserves the right to at any time request from players copies of personal documents. These are needed for age verification, fraud prevention, payment processing, promotion restrictions, account closure, etc.
Please send your valid copies of personal documents to [email protected]
The documents requested may include, but are not limited to:
• Copy of a valid personal identification document (ID, Driver’s license, or Passport)
• Copy of front and back of the signed valid credit card(s) used for depositing
• Copy of a Utility bill (gas, electric, water, telephone – must not be older than 2 months) with name and address as registered in player’s casino account
• Copy of valid Confirmation Document
• Copy of valid Bank Reference Letter
• Authorization Form
Thus, you have agreed to provide Authorization Form in case of account closure as well.

We would like to stress that you have provided us with requested form when it was needed for processing of your withdrawals but now you refuse to follow the same request for account closure.
If you have your printer broken, then you just needed to ask support operators about other possibilities to provide Authorization Form. You are welcome to write the form manually by hand on the paper, make a picture and send it to us. Please copy all the details that you received in the Authorization Form precisely, you can send the copy to [email protected] Then your deposits could be verified and account closed.
Please, note that VegasBerry is operated by Flavidus Limited as well as certain other companies. However VegasBerry has separate owner, management and support teams. Thus it is not relevant to compare our casino with any other organization.

Best regards
Daniel
VegasBerry Casino

posted on April 11, 2015.

The thing I don't understand is why you need that to close my account? For what purpose? No other casino has ever asked for something like that. My account has already been verified so you know that I am who I say I am so for what reason do you need another signed DAF-document?

posted on April 13, 2015.

Dear Mrs J

Please be informed that we ask to provide this document in order to guarantee the highest level of security both for players and the casino.
This form verifies that you willingly deposited funds with the mentioned bank card to VegasBerry. This way it is confirmed that your account was not involved in any fraudulent activities.

Best Regards

Daniel
VegasBerry Casino

posted on April 13, 2015.

For MY security and for other people with gambling problems it would be best to close the account without delays because I can still deposit with skrill, neteller and bank transfer. I think you have a very irresponible responsible gaming-policy.

posted on April 13, 2015.

Dear Ms. J

At the moment, our Terms and Conditions request certain documents for account closure and we cannot bend these rules. If you wish to close your account, you need to provide us with these documents as you have done with when you had a pending withdrawal. We did, however disable all options for depositing and removed your from our mailing list – essentially making your account unusable. If you still wish to officially close the account, please provide us with a signed DAF form.

Best regards,
Daniel
VegasBerry Casino

AskGamblers
posted on April 17, 2015.

@dunderberget,
Did you send required document to the casino, did they close your account?

posted on April 17, 2015.

No I didn't but as long as my account is now unusable i guess I'm satisfied with that. I still think it's wrong it had to come to this for them to block all deposits and I think that they should change their policy for future problemgamblers.

AskGamblers
posted on April 18, 2015.

@dunderberget,
Did you received your deposit back?

posted on April 18, 2015.

Dear Ms. J

We are happy that you are now satisfied with the outcome, we consider this case resolved. If you have any further questions you are welcome to direct it at us directly, we have a team of very dedicated professionals ready to come to an amicable decision. We are certain that this would have been resolved sooner had you approached us and explained your perspective in a friendly manner. We wish you all the best in your future endeavors.

Best regards,
Daniel
VegasBerry Casino

posted on April 21, 2015.

No I did not get my deposit back but I don't care about that. I just wanted to close my account and I posted this complaint because I actually think it's very wrong to make it even a little bit difficult to close an account when you say that you have a gamblingproblem. I'm glad my account is now finally unusable but I still think they should change their policy. It doesn't take much for problemgamblers to change their minds if you catch them on a bad day so they should really close the account right away when they ask for it and not let them deposit with other methods. But I can see from an older complaint that I'm not the only one and as long as they keep this up it will probably be more.

posted on April 23, 2015.

Dear Mrs J

We will take your respond into consideration and will do our best make the improvements.
Thank you for your advice.

Kindest regards,

Daniel
VegasBerry Casino

AskGamblers
posted on April 27, 2015.

Based on player's respond we consider this complaint resolved and closed.
@VegasBerry casino,
Please consider to improve your self-exclusion policy so players could benefit from it in easy and fast way.