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I had 2000 euros in my account and I waited 2 weeks for the confirmation of my files that I had sent. They deliberately delayed this process. In the end they closed my account saying that I used software to cheat the casino. I have never used this software they say nor did I contact them for re-checking but they refuse any communication with me.

Είχα στον λογαριασμό μου 2000 ευρώ και περίμενα 2 εβδομάδες την επιβεβαίωση των αρχείων μου που είχα στείλει. Επίτηδες καθυστερούσαν αυτή την διαδικασία. Στο τέλος μου έκλεισαν τον λογαριασμό λέγοντας πως χρησιμοποίησα λογισμικό για να εξαπατήσω το καζίνο. Ποτέ δεν χρησιμοποίησα αυτό το λογισμικό που λένε ούτε και επικοινώνησα μαζί τους για να υπάρξει ξανά έλεγχος αλλά αρνούνται κάθε επικοινωνία μαζί μου.

Hello vrettos,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I would like to see the message from the casino in which you’ve been accused of using the software. Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Additionally, could you please advise if you have accumulated your winnings with or without an active bonus?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much vrettos for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear vrettos,

I’ll be taking care of your complaint from now on. I’ll contact the casino representative and see if I can help.

I would like to invite Vesper Casino to join this conversation.

Dear Vesper Casino,

Could you please clarify the situation? In addition, please provide evidence to prove your claims. You can forward the information to my e-mail address andrej.p@casino.guru.

I have been asking for proof for a week now but vesper casino does not send it to me. The reason he does not send them is because they do not exist!

Εχω ζητήσει εδώ και μια εβδομάδας αποδεικτικά στοιχεία αλλά το vesper casino δεν μου τα στέλνει . Ο λογος που δεν τα στέλνει είναι επειδή δεν υπάρχουν!

Dear vrettos,

Unfortunately, we have not yet received any response from the casino regarding the issue.

We would like to ask Vesper Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time, we will close the complaint as ‘unresolved’.

Dear vrettos,

Please note that we were informed by the casino that the reason why your account was blocked without a refund was your breach of rule 4.5 from the Terms and Conditions.

"4.5. it is forbidden to play simultaneously on different devices or run several active game sessions from one account. This violation entails the cancellation of all payments and winnings and the blocking of the account."

You had allegedly launched several active game sessions from different devices. However, as there is no evidence that would suggest you did or could have gained an unfair advantage by launching several active game sessions from different devices and as such policy can be enforced by software, we consider the situation against our Fair Gambling Codex.

Since the casino did not provide a more detailed explanation or evidence to support their claims, we cannot continue resolving this complaint and we’re forced to close it as unresolved.

I’m sorry I couldn’t be of more help, but please don’t hesitate to contact us if you run into any problems with this, or any other casino. We are here to help.

The casino can reopen this complaint anytime.