Regulator and licenceGaming Control Board Curaçao, OGL/2014/1417/023
Get help
Problem gambling helpResponsible Gambling Council, Problem Gambling Institute of Ontario, ConnexOntario
Escalation path
Bit off first, then the regulator
Removes the worry that a casino complaint dies inside the support inbox with nobody above it.
Account email and dates
Write to [email protected] with your account email, the dates and any reference numbers. Support reads it, logs it and replies from that same address.
A ticket number in hand
Take the ticket number support hands back and quote it in every later message. A written trail means nothing gets re-explained to a second agent.
Request to a duty manager
Ask the agent to escalate to a duty manager if the reply still misses your point. Managers review the file with the original chat or e-mail in front of them.
Regulator file
Take an unresolved dispute to the Gaming Control Board Curaçao, the body that issued licence OGL/2014/1417/023. Their file needs your earlier correspondence with us.
Right department
Your issue has its own inbox
This block points each kind of request to the inbox that handles it, so yours does not sit in the wrong queue.
Line up these five details and the first reply often settles the matter outright.
Registered e-mail address
Transaction date and amount
Payment method used
Reference or ticket number
Screenshot of the screen
You need someone now
Before you ask, after you ask: the six answers
Read this and you will know who answers, in which language, and how fast.
trustWhat happens when I need help at 3 a.m.?+
Answers run around the clock, every day of the year, including nights and weekends. Chat and phone calls typically connect in about three minutes, and e-mail gets a reply in about two hours. All times are Eastern Time, the zone used for Canadian players.
trustCan I escalate a case above the first agent?+
Push the chat back to a supervisor, or write to [email protected] and ask for an escalation. If the outcome still leaves you unsatisfied, you may take the matter to the Gaming Control Board Curaçao, the body that licenses Vikingluck Casino N.V. under OGL/2014/1417/023.
trustCan I get help in French or German?+
Yes, within limits: advisors speak English, French, German and Finnish. Tell the advisor which of these you prefer at the start of the contact and the conversation continues in that language. English is the default for Canadian players.
trustWhat happens when I request a permanent closure?+
Send your request to [email protected] from the address registered on your account, and the team confirms the closure back to you. Anything still in play settles first, and a balance left on the account is returned to you. Worth knowing: one account per player is the rule, so reopening later needs the team's approval.
trustWhen can I get a copy of my data?+
Write to [email protected] and ask for a copy or for erasure of what is held about you. The privacy team replies by e-mail, and identity checks happen before any data is handed over. Records tied to licensing duties stay stored for the period the regulator requires.
trustWhere do I send my documents for verification?+
Locate your pending documents on your account and send them in, then count on up to 57 hours for the check. A government-issued photo ID, proof of address and confirmation of your payment method are what the reviewers look for. Chat can tell you which item is still missing.
Six operator details
A named company, not a blank page
Vikingluck Casino publishes its licence holder and address so you can check the paperwork before any deposit.
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