ViperSpin Casino - ボーナスのキャンセルによりプレイヤーの資金は没収されます。

I purchased a promotion on the site that matched my deposit. I deposited $100 CAD and received $100 bonus money. After playing slots and losing all of the bonus money, I wanted to use my original $100 CAD to play blackjack. However, I couldn’t access the online blackjack because the cashback bonus was still active. When I canceled the bonus, my original $100 was also taken. I did e-mail them about it, but they said it was my fault for canceling the bonus and my money was lost.

In the end, I just wanted to play blackjack, but they took my money because of a stupid cashback promotion blocking me.

Dear pkoq,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand the situation, could you please provide more details?

• What specific promotion did you purchase from the casino? Please send me a screenshot or a link to it.
• Did you receive any notifications or warnings before canceling the bonus or before depositing?
• Was there any specific error message when you tried to access blackjack?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Thank you so much for taking this seriously.

• The promotion is called ''Thursday 100% Matched''
• There was nothing mentioned before depositing. Before canceling, I did receive a warning notification indicating the bonus would be terminated or something similar, but they never told me I would lose my real money.
• It was a short error message, something like "Error can't access."

Hope this helps. Don’t hesitate to ask if you need more details.

Thanks again

Please request the casino to send you your gaming history in Excel format from the moment you activated the Thursday match bonus up to the moment your balance was voided, and then forward it to me at [email protected]. Thank you for your patience and cooperation.

They do not have this information available. Here is an email of my request. The only betting history available is on their website.

Hi Veronika,

Actually anytime you cancel a bonus it does show that the real funds will be removed. You literally have to confirm this.

Please see attached the screenshot all players see. We have made all bonuses the same if a player wishes to cancel that, it's actually impossible to not see this. At times we have players contact us for assistance or questions, this is not the case on this.

Dear ViperSpin Casino representative,

Thank you for getting in touch with us and for providing the additional information needed to help resolve the player's complaint.

Dear pkoq,

After seeing the warning message shown by the casino in this thread, did you reach out to customer support for clarification, or did you proceed to cancel the bonus without making any inquiries?

No, I didn't reach to customer support for this. The warning message I got was about removing the bonus, never about debiting my real money from my balance. I never got any message telling me I would lose my real money. I would never in my right mind accept to forfeit $100 like that.

Dear pkoq,

Thank you for your reply.

We’ve carefully reviewed the information provided by both parties, and based on the screenshot from the casino, it’s clear that before canceling the bonus, the player is shown a confirmation message explicitly stating that both bonus and real money would be forfeited. Proceeding further requires actively confirming the player's agreement with this condition.

While we understand that this outcome is frustrating, especially if the message wasn't read thoroughly, we must conclude that the casino followed its terms and procedures in this case. We strongly encourage reading all on-screen messages carefully in the future to avoid similar misunderstandings.

We regret that we couldn’t help you recover your lost funds, but thank you for using our complaint service. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika

Casino.Guru Team