Viking Luck Casino - プレイヤーの資金が不当に没収されました。

I purchased free spins for a stake of 500 euros. However, 500 euros were deducted from my account twice, even though I could only play once. I submitted a request to the casino 10 days ago with all the necessary evidence, but I keep receiving excuses. I want to get the 500 euros credited back to me, but nothing is happening. What can I do?

Ich habe Freispiele erworben für 500 Euro Einsatz. Mir wurden aber zweimal 500 Euro abgebucht, obwohl ich nur einmal spielen konnte. Habe vor 10 Tagen eine Anfrage ans Casino gestellt mit allen erforderlichen Beweisen und ich werde andauernd vertröstet. Ich möchte die 500 Euro wieder gutgeschrieben bekommen, aber es passiert einfach nichts. Was kann ich tun?

Dear BOERNI1976,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Viking Luck Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide evidence the amount was debited from your account twice, but credited only once?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear BOERNI1976,

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.

Hello. I have already sent the required documents to the email address provided sent. Did you not receive it?

Hallo. Ich habe die erforderlichen Unterlagen bereits an die angegebene Email Adresse tomas@casino.guru geschickt. Haben Sie diese nicht erhalten?

Could you also please share the communication you received from the casino justifying its position regarding your issue?

Please send me this communication as well.

Hello, attached the required documents

Hallo, anbei die erforderlichen Unterlagen

Thank you very much, BOERNI1976, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello BOERNI1976,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Viking Luck Casino to join the conversation.

Dear Viking Luck Casino,  

Can you please provide us with information regarding the timeline for the return of the incorrectly deducted funds to the player?

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 BOERNI1976,

I have made several attempts to reach out to the casino representative, but unfortunately, I have not received any response. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you want to pursue your case further you can contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Viking Luck Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Great. Thank you very much.

Super. Vielen Dank

Dear BOERNI1976,

We would like to apologize for the delayed reply.

After a careful review by the relevant department regarding the bet Id that you’ve provided, we would like to assure you that no issue has been found.

The round appears to have been properly settled and we confirm that there are no missing bet to be credited.

We thank you in advance for your valuable cooperation.

Kind Regards,

Viking Luck Casino Team.

Thank you for your response, Viking Luck Casino Team.

However, the issue raised by the player pertains to being charged twice for the purchase of free spins. If I am correct, the funds that were incorrectly deducted from the player should have been refunded. Could you please confirm if this has been addressed?

Dear Michal,

Thank you for your response.

According to the report, our team rechecked the BetIDs and we can confirm that the account was not double charged and no money was deducted from the account.

Kind Regards,

Viking Luck Casino Team.

Dear Viking Luck Casino Team,

Thank you for the response.

Dear BOERNI1976,

Can you please confirm the above?

Hello, unfortunately that's not true. The amount was debited twice. This is also visible in the betting history.

I bet €500 on free spins, and within 7 seconds, the amount was debited a second time. The 10 free spins can't even be played in 7 seconds, see screenshots.

Hallo, das stimmt so leider nicht. Der Betrag wurde doppelt abgebucht. Ist auch im Verlauf der Spieleinsätze ersichtlich.

Ich habe 500 Euro für Freispiele gesetzt und innerhalb von 7 Sekunden wurde der Betrag ein zweites Mal abgebucht. Die 10 Freispiele können ja in 7 Sekunden gar nicht gespielt werden sh. Screenshots

Dear BOERNI1976,

Thank you for your response.

Dear Viking Luck Casino Team,

Can you please comment on the above?

Dear Michal,

Could you please check the email we sent you at your earliest convenience?

Thank you in advance for your attention.

Kind regards,

Viking Luck Casino Team.

Dear Viking Luck Casino Team,

Thank you for your email; however, it does not include the required supporting documentation. I would appreciate it if you could resend the email to me, ensuring that the evidence is attached.

Dear Michal,

We kindly inform you that we sent the relevant document now via e-mail.

Kind Regards,

VikingLuck Casino team

Dear Viking Luck Casino Team,

Thank you for your email. I have received it along with the attachment this time. I have gone through it, but it still does not provide enough clarity regarding the situation for me. I have asked for further evidence and information from you that, once received, should ultimately allow me to fully evaluate the situation. I'm looking forward to your email.

Dear Michal,

Kindly be informed that an e-mail was sent to you providing more details.

Best Regards,

Viking Luck Casino team

Dear Viking Luck Casino Team,

Thank you for the additional information and evidence.

Dear BOERNI1976,

After gathering and throughout review of the information and evidence, it turned out that there was no wrongdoing on the casino side. The 2 bets you previously described as free spins purchases in the game were actually 2 different bets of €500 each. The first bet, which seems to be a "normal" bet of €500 placed at 03:40:04, was a losing one. The second bet of €500, placed at 03:40:32, was a winning round, resulting in €332.75 in winnings.

According to the game log, the second bet may have involved the purchase of free spins, with the winnings credited at 03:42:26. The timing of this credit indicates that the result came from a sequence of spins rather than a single one. Importantly, all bets were correctly deducted from your balance, and there is no evidence that you were charged twice, as you had suggested.

I acknowledge that the casino team could have handled and communicated your case more transparently. However, our review has confirmed that you were not charged twice, all rounds and bets were correctly settled, and there are no missing bets that require crediting.

As an independent party, we have thoroughly reviewed all the information and evidence and found no wrongdoing on the part of the casino.

In light of this, I will now proceed to close your complaint as Unjustified.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Regards,

Michal

Casino Guru