Franga1981
vor 3 Jahren
Did you open a complain at Guru?
Viperspin casino DO NOT PLAY HERE
Franga1981
vor 3 Jahren
Oh, that's sad. Honestly, I can't find the casino in our database so I believe it must be a new one. I already forwarded the casino to the relevant department so they can make the review asap. The it's going to be possible to submit an official complaint through our website, but if you already sent it via email, then it's OK as well.
The team will assign the complaint to the casino once the review is done and the casino's review card created.
vor 3 Jahren
Hi everyone we hope you are all well.
Firstly, allow me to introduce myself, I am one of the casino reps of Viperspin.
We appreciate all feedback, good or bad that is how like any casino / business we grow and improve overall as a new casino.
Firstly, please note this topic will become a 'he said she said' issue, so we are happy to submit all documents required on this post, or to the admin (Daniel) or anyone that does require them. We do have countless screenshots, emails to and from and other means to hopefully clear this up.
Franga, we are sorry that you feel you may have been mis-treated. I did get involved in the emails towards the end as once you abused our staff, and claimed Wazdan was rigged it did become a issue for us. We are licensed under softgaming (you can check our license on our page) as a whitelabel casino. Therefore, all providers we have are licensed and are legitimate.
We have these as screenshots, if needed just let us know so we will quote this for now:
"I truly believe that Wazdan gaming is rigged. No games should go 40 spins with no win consistently. It happened to me all night. From 20 to 40 spins many many times. You should consider banning it as they are ripping people off ! "
To which the support team replied:
"Hi Matthew we have just gone over the log of you playing Choco Reels. We can see there was definitely payouts from the game can you please re clarify?
We understand at Viper that sometimes playing one particular game can put you on a bad run however the RTP is all legally set by Wazdan and they are licensed and audited as a gaming company.
We can provide the log file for you if you do need to see as every game spin, play is recorded for auditing.
Perhaps try another game by Wazdan if they’re you’re favourite provider?
Thank you!"
To which you replied:
"Take the fact you work for the casino away. I know you just need me to keep playing. Do yourself a favour and play Choco with your " own " money. Not the casinos. Then tell me what you think of that game. I had 46 spins with no win at all. Not even one dollar. That isn’t right.
Wazdan should be banned.
Don’t give me your " stats " on RTP. Because it’s a joke and I know if"
To which we replied:
"Perhaps trying another game may be better for your luck Matthew 🙂🙂"
To which you replied:
"Haha so you don’t want to try the game and lose all your money ?
Smart move haha"
To which we replied:
"Sorry Matthew I am a member of the support team
We have no control over the games.
Can I help you with anything else?
"
Now about the bonus funds, you have requested prior bonuses to our team. We have all of our terms listed on the terms and condition page, correct we are a new casino so we are still ensuring our bank roll is kept up to the correct amount so we can pay _EVERYONE_ out (which we can log for admins if needed) so yes, lower amounts for withdrawls are on the website as stated in the terms and conditions.
In addition, any bonus funds (as stated on the t+c) please see:
" The maximum amount of money to be won from a no deposit free spin bonus and gameplay with mentioned bonus funds is 50 EUR or any other currency equivalent. Any winnings exceeding 50 EUR without making a real money deposit will be void and will be kept by ViperSpin. Example, a customer receives a no deposit free spins bonus. The free spins get played out and the customer wins 10 EUR. The customer proceeds to play other games and wins 90 EUR, totaling 100 EUR in the ViperSpin cashier. In this case the customer has exceeded the cap of 50 EUR winnings, 50 EUR will be available for withdrawing and 50 EUR will be kept by ViperSpin."
We understand your account was closed, as you voided the bonus terms, you also did not submit any form of identification which legally we do require. We are legally allowed 7 days until we can close an account due to the suspicion of under-age gambling and at this time your account was closed.
If anything else is required, admin team you're welcome to email support@viperspin.com and we are happy to follow up and proceed with any documents, screenshots or basically anything required.
Again, we aren't wanting to start a argument Franga, we feel as a casino we did do the right thing and are sorry but you've taken several bonuses, no documents it's really quite odd overall.
Thanks for your time.
Roman
Viperspin.com
6
vor 2 Jahren
Worst casino I've played live chat have no idea how it help U ..very poor when depositin never got my first deposit bonus it was on there end and tryed to say it was me ...they change U international conversion fee when I play in AUD and live in Australia ..I ask they said take photos and sent to support and see wat was going on so I did never heard back ....over all I've play a lot of Online casino this one is by far the worst seens like there new and don't no anything and very rude
7
vor 2 Jahren
Hi Jai, this is because you deposit using USD / EUR, which we do reimburse any fees to our players. However you emailed us then asked for your account to be banned 🙂 we did email back when our team was at the office requesting for you to send those fees though but instead you made this comment / review. You need to email our support@viperspin.com email those fees, you didn't send photos to our main email. Live chat is just to help on basic things, they can not issue money / fee returns.
Sorry you've had a bad experience, we are happy to still reimburse you those few dollars in fees please contact us again and we can sort that for you.
Thanks.
2
vor 2 Jahren
Sadly, our owner of Viperspin has gone over this players case and has after going through all documents, logs we have been made aware overall that the player did indeed rinse all of the funds during his session back in October.
Attached is the photographic logs, but we will send Guru the actual live document feed stating every single bet, time placed by Evolution.
Franga1981
vor 2 Jahren
Oh, wow! I'm just looking at the case. A$120,000 they didn't want to pay. I feel really sorry for you 🙁
2
Franga1981
vor 2 Jahren
I'm quite sure that $120,000 is life changing for most of people out there. I really don't know what to say. It's even more strange that the casino communicated at the beginning and now they even communicate here, but they just stopped reacting to the complaint - probably because they realised that should pay.
Have you contacted the licensing authority? I know it's Curacao, but I'd give it a try.
2
Franga1981
vor 2 Jahren
Hello,
feel free to use this link:
https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint
As far as I know from other players, it takes some time and even several emails to get an answer.
Please keep that in mind.
Franga1981
vor 2 Jahren
You are welcome.
Just do not be disappointed if you receive some clumsy answer in return.
Anyway, good luck!
Franga1981
vor 2 Jahren
I see.
Please share your progress with us. Hoping for the best, though.
Franga1981
vor 2 Jahren
Even though you live in Australia, you can pay someone to take care of it and bring it to the court. On the other hand, it will cost a lot and the result is uncertain.
Franga1981
vor 2 Jahren
Hello, Franga1981.
You can always contact the licensing authority of the casino. The good is that this service is free. I can send you a guide on how to do it. Meanwhile, I am cross-checking all the files regarding your case, so please give me some time to gather up all that we have. The regulator will need all the evidence.
2
vor 2 Jahren
I have played at many casinos, never have I lost so much at a single casino (over 30k) without potential for a single cashout, my rtp was terrible and 95% of the time didnt win enough to reach my wager requirements. After asking for some sort of deposit bonus to retain me as a player I was stuffed around sayin that someone would contact me about it. That never happened and was spoken to like shit in the process. There is something really off about this casino and the rtp.
DO NOT DEPOSIT A SINGLE DOLLAR AT THIS CASINO!
5
vor 2 Jahren
I'm wondering, do you have access to your gaming history in the casino?
vor 2 Jahren
Daniel, this is becoming more like a hate speech. Fair enough you'd like user input, but this is a bit ridiculous. We are licensed by Soft gaming, you display thousands of their casinos on Guru and you and I know together that we can not alter any form of game RTP under a white label or turnkey. It's very easy for anyone to make an account and throw hate around, I just can't understand how that is allowed without proper evidence?
If this user is happy to attach his email, we can forward literally every bet they've placed to show RTP. We'd also really like to see how you were 'treated like shit' our support are nothing but some of the friendliest people on the internet so a chat log would be great to resolve.
Franga1981
vor 2 Jahren
Hi Franga1981, we've already forwarded everything to Guru around 7 days ago 🙂 they are now handling the documents and will re-open the case. We've been liaising with Nick by email for quite some time now.
Thank you.
vor 2 Jahren
Daniel, this is becoming more like a hate speech. Fair enough you'd like user input, but this is a bit ridiculous. We are licensed by Soft gaming, you display thousands of their casinos on Guru and you and I know together that we can not alter any form of game RTP under a white label or turnkey. It's very easy for anyone to make an account and throw hate around, I just can't understand how that is allowed without proper evidence?
If this user is happy to attach his email, we can forward literally every bet they've placed to show RTP. We'd also really like to see how you were 'treated like shit' our support are nothing but some of the friendliest people on the internet so a chat log would be great to resolve.
vor 2 Jahren
I'm wondering, how about the 50+ positive (and clearly motivated) reviews that we received on your casino during 24 hours. Do you consider that fair enough as well?
I'm not responsible for complaints and I don't deal with them personally, but I asked Nick to share all the info with me. I know there was some kind of deal with the player above and even thought it was originally closed as unresolved, it will probably change in the future.
vor 2 Jahren
I'm wondering, how about the 50+ positive (and clearly motivated) reviews that we received on your casino during 24 hours. Do you consider that fair enough as well?
I'm not responsible for complaints and I don't deal with them personally, but I asked Nick to share all the info with me. I know there was some kind of deal with the player above and even thought it was originally closed as unresolved, it will probably change in the future.
vor 2 Jahren
We did reach out to our players asking if they could review Viperspin, is that not allowed? If people are allowed to make false reviews then there's no issue with us asking the players that do play regularly on viperspin to give honest input based on their experience.
Thank you, in regards to Nick and Matthew we have come to an arrangement as originally stated for the return of his initial deposits. I do believe Nick said he'd re-open then deem it as solved.
Thanks Daniel.
vor 2 Jahren
Hi there I am new here. I see that these reviews were a few months ago, but since then has things improved with ViperSpin as I am a new signup and was guided here by one of our big slot streamers- Aussieslots.
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