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Viggoslots Casino - Violation of responsible gambling policies

REJECTED
Inactive user
posted on July 30, 2018.

Hello Askgamblers.

I closed my account at viggoslots.com the 23/1 2017 and asked it to be permanent due to gambling problems. The support agent replied that it was closed and I could open it on request. I replied that I wanted it to be a permanent closure. I have the emails confirming that I asked twice for it to be permanent.
4 days ago I received a promo sms and I could log, I never asked to open it, and for a gambling addicted this is the worse thing that cloud happened. I lost 1400€ and the support just replies that my account is closed when I asked for a refund of my deposits.
Viggoslots.com have violated responsible gambling and I therefore ask you to help me with this issue.

Inactive user
posted on July 31, 2018.

The support agent Is saying that only clients with gambling problems is allowed to close their accounts permanently and if they don’t think there is a gambling addiction involved the account will be reopened after 12 months even if the client does not request it. This is nowhere to be read in their T&C.

Inactive user
posted on July 31, 2018.

This is from their T&C
9. RESPONSIBLE GAMING
9.1 All requested deposit limits will be monitored by support and handled manually. Once the player reaches the desired limit, further depositing will be blocked. Support cannot prevent the player from making a single deposit that exceeds the desired deposit limit.
9.2 Viggoslots is not responsible for whether the deposit limit is exceeded by players in the event that the handling of the limit has not been managed by the support.
9.3 A player may close his player’s account by sending such a request to our customer support team. The customer support team will then finalize the closing of the player’s account. The player will be able to open his/her account again by sending a request to the customer support team. Viggoslots will open the Player’s Account again after seven days after Viggoslots has received such request.

Inactive user
posted on July 31, 2018.

This is a google translation of one of the replies from their support
Hello Tomas,

As mentioned above, accounts are permanently closed only for gaming issues, we regret that the operator who answered your email did not inform you about this. It was wrong with the agent in question but if the freezing of your account for 12 months, this was not wrong but according to current standards.

posted on July 31, 2018.

Dear Askgamblers and Tomas,

After investigations our team has found that indeed Tomas asked to close his account, as an responsible casino operator we have no option but to follow this request and the account associated with the information provided in the e-mail was permanently closed, however it seems that Tomas had two accounts with different e-mails associated, which I might add is not allowed according to our terms & conditions. It is a very unfortunate chain of events for Tomas but the user bears the sole responsibility for what happens on his account and Viggoslots can not be held liable for any losses Tomas has made during the time which he was under the impression that this account was closed permanently.

Best Regards
Johan Lindqvist

Inactive user
posted on July 31, 2018.

I never had 2 accounts at your casino. Please present evidence of your statement.

AskGamblers
posted on August 1, 2018.

AskGamblers Complaints Team has been provided with enough information and evidences on behalf Viggoslots Casino  management to confirm the fact that player obviously didn't registered and played in a good faith. The player in fact tried to put himself into a win win scenario with the casino, relying on his previous history of  self-exclusion within the casino, by registering with different personal details.

AskGamblers Complaints Team maintains zero tolerance towards player trying to play unfair and that is why this case is being rejected and player's account is being suspended for indefinite period of time.

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