UNRESOLVED: Vespercasino ignored initial requeat to close account

This is regarding VesperCasino.  Before anything else, I hope I will not be judged because I have been struggling with depression OCD suicide and gambling addiction for 3 years. I had a miscarriage and my dad died of cancer and marriage fell apart. I have seen a therapist, used gambling blocker and more. I am also self excluded in most casinos thank God and even in most payment gateways. My lawyer has also put a legal ban for me not to play and currently there was an ordinance from Pagcor regarding a ban on online gambling but with all this sad to say, I had a major relapse. This was the case with VesperCasino.com. I am asking that they refund deposits because of legal claims as well as their obvious disregard for gambling addiction and responsible gaming. I sent them an email last July 16 2021 to close my account stating addiction (same day that i joined) but they only replied to send verification documents which I did asap. They DIDNT close it yet.  deposited more and more without my meds to help me. I followed up and sent another email July 17 and my account was still not closed. This time i lost all up to 2420usd in deposits from my credit card until my bank intercepted and blocked it. The casino only finally closed it on July 18 when the balance was 0 and a third requesr to close was made but they knew i had addiction since July 16. Also my bank was questioning regarding possible transaction laundering as there was already a bank ordinance regarding illegal gambling in our country. The bank sees various merchant names without any relation to the casino and they were not properly coded for visa transactions. Also since i had a blocking software, access to vesper casino was impossible but instead i was automatically rerouted to a mirror website vesper.buzz which the site is not verified and licensed by Curacao as my lawyer have checked. Another is during deposit, i was even blocked by Payop their original payment processor but again i was led to another processor transakcia.com which accepted the payment. I googled this payment processor and the domain was not accessible and there was a previous article regarding a scam involving this unidentified processor. There maybe other shady practices which I do not know about, but whats wrong is that they already know i have an addiction but only acted out when the balance has been depleted. Me as the player was very vulnerable. I have sent them my medical certificate last Jul 17 but up to now there has been no reply and ignoring all letters even the chat support. I know curacao licenses are very unreliable with complaints but if you can help recover these funds so i can rebuild my life it would help a lot. My doctor specifically said I lose myself and I am not acting rationally because of my illness. This is why it is very important that the casino act out fast to prevent players from destroying themselves further emotionally and financially. Currently, the bank is already investigating. I hope someone can assist me with this. Thank you.

Hi Ewebgiant12,

Really sorry to hear about your problem and hope you'll get over it all and recover very soon.

This is a serious breach. The casino should have closed your account as soon as you requested it. 

Please note that this brand was on our warning list due to hosting pirated games. They are under new management now, all games are legit therefore we added them on Probation so we appreciate our members' feedback. You can check out the casino review page and probation topic and the article. 

We're going to bring this topic to the casino rep's attention and hear their side of the story. Keep an eye on this topic. 

Thank you for reaching out to the rep. We shall wait to reach an amicable settlement with this casino. Currently the chat support has not been of any help and repeats everything. If all else fails, we shall continue our dialogue with the bank and proper authorities.

Any update yet? Thanks

We've sent some additional questions to the casino rep regarding your case. We'll keep you posted. 

Thanks again. It is good you are able to communicate with them but they have been silent with us since. May we post bank ordinance and proof of medical illness privately if needed to support our claim? The other docs have been sent to them previously.

We'll let you know if we need anything from your end. 

We've checked their T&C and found the Self- exclusion procedure where they explained that they need to verify the player's account first and then close it. They also stated the timeframe. 

Please check this out: 

9.3 Request for restriction is processed from 1 hour but not more than 24 hours from the moment of receiving such request. In order to remove the deposit limit, you should reapply to [email protected].

9.4 If you feel that your gambling addiction is becoming a problem and you need to take a break, we offer a self-exclusion service on a voluntary basis, which will allow you to close your account for a period of one month to one year. In order to use this service, the user must provide photos of documents proving ownership of the account (the list of required documents may vary at the discretion of the Security Service). Once the account successfully passes the verification procedure, access to the account will be disabled until the selected period expires. The user can request unblocking before the end of the self-exclusion period, but the final decision rests with the management of the Service. The number of unblocking requests is limited to no more than 2 (two) times per month. If this limit is exceeded, the request will be rejected. The next premature unblocking request will be accepted after 30 (thirty) days from the date of rejection. When the self-exclusion period comes to an end, the user can use all services of the Service without any restrictions.

The casino rep should reply to you here. Keep an eye on this topic. 

Thank you for this information. They blocked it more than 24 hours. I asked it to be closed first on July 16 and then 17 and they blocked it July 18. I sent the docs as soon as they requested it. It is quite odd they need to verify first before they block it when i made the request to close on the day i registered. They did not ask verification during deposits. To be clear, i turned my initial deposit of 20usd to 900usd and yet i continued to deposit and lose 2400 usd more without stopping. This is me without medical intervention. But i do have my sane days and thats why i specifically ask to close my account. I am self excluded in more than 300 casinos and payment gateways under different licenses because that proves how sick i am. I am not blaming this on the casino but there are lawful grounds for which they could have prevented a financial ruin. Also, the website has been blocked and yet they force the user to reroute on a mirror website vesper.buzz which has no validation from their license. Also, their payment processor Payop has rejected the deposit and yet again i was rerouted to an odd unexistent payment processor Transakcia. Where is the justice for vulnerable players with mental illness here if they ignored the first request and their system will do everything to counter all the blocking software?  I truly believe that is not under responsible gamng act. Lastly, there is also a govt ban and a bank ordinance against accepting deposits for online gambling. If the casino rep will not settle for a refund of deposits, we will have to file the legal claim with the bank and pagcor as they also cannot properly trace these transactions.

If there is some complication and sensitive nature involved with this case, the casino rep can reply directly to the user email. We have been waiting for their reply since day 1 of the complaint. Their chat support only replies 3 things repetitively: Great. Nice. and Goodbye.

Vesper casino has taken all necessary actions to limit the player access to the site. Re-access via vesper.buzz was caused by additional actions of the player, which in no way affects the current blocking. We are sincerely sorry that playing with us has caused such suffering. But the terms and conditions we have fully complied with.

We do not put the blame on the casino however in this particular case as all licensed casinos take the necessary steps to abide by responsible gaming law, vesper casino has taken advantage of the weakness of its players as stated above. This issue could have been prevented if the casino acted based on its terms to restrict gambling addicts from players not more than 24 hours. 

If the casino has taken its best efforts to block the player on July 16, the support team should have blocked the account on initial request because the support was able to respond on July 17.

The government has sent an online gambling ban which you can check based on ordinance and legal letter sent. 

We cannot influence your decision but we shall definitely bring this to your license provider, the bank and proper authorities to file proper claim and reverse all deposits. If there is a reconciliation and settlement, let us know by email since we have been waiting for a proper response since July 17.

We also believe that since Vesper.buzz is not licensed and was offered by your system automatically without the players knowledge, all bets from this site must be voided. It is an evidence of preying on addicted players who you know have been blocked. The player would have been deferred from your site if not forwarded to the mirror website.

We wish to close this thread. Thank you for the assistance.

Have you got in touch with the casino rep in the meantime? They promised to post comments to your posts. Let's wait and see what they say. 

Good afternoon. Vesper Casino complies with all the prescribed paragraphs of the rules. Refunds can only occur in cases specified in the paragraphs of the rules. None of the paragraphs fall under this situation.

Please quote the paragraphs from the casino T&C that you are referring to. 

Talked to their support Olia and said finance has issued and sent refund last Aug 2 and gave a reference number but as of this writing no refund has been received.

Sorry heres the attachment for refund conversation. I have not received it. I will update once i do.

Thanks for keeping us posted, Ewebgiant12. We sent a reminder to the casino rep last week asking for more info about your case but we still haven't heard back from them. We'll ping them again. 

As of Aug 10 there was no refund as promised last Aug 2.

Thanks for the update. We are trying to reach the casino rep and get the answers but with no success. We still haven't heard back from them. 

Hi Ewebgiant12m

Any update from the casino?

There has been no update and their license has agreed on refund as well and casino has claimed that they have sent money but i nevr received them back to my bank until now.

Thanks for the update. We still haven't heard from them. We'll keep on trying to get in touch. 

Hi

Unfortunately i never got a reply or a refund. What should my next step be? License and casino already agreed on a refund but the casino wont issue a credit memo and my bank needed that. 

Thanks for the update, Ewebgiant12. 

We're going to mark this case as unresolved and they won't probably pass our probation and be added to the Warning list again. We tried to reach them several times and with no success. 

We are doing our best to help you get your refund. Have they got the official statement from their licensor? 

I sent them the email from the licensor. Yesterday the support team only replied once on viber saying my funds have been sent but i checked with the bank there is none. I asked for proof they didnt reply anymore.

Please keep us posted. Hope they will pay you as they promised. 

Thanks. No replies too from curacao gaming license since Monday. No refunds yet but still hoping to sort this. Are you able to reach out to the license? Thanks again.

It always takes some time for the licensor to reply to emails but I hope they will. Unfortunately, we can file a complaint on your behalf, we can only contact the casino. 

The licensor said deposits have been refunded. Casino said they have refunded as well but since july 19 no refund was reflected in my bank. I was asking for proof of refund but they cannot send it.

I see. Thanks for the update. What payment method did you use for withdrawal?