VikingSpin Casino - Ο παίκτης αντιμετωπίζει καθυστερημένη επαλήθευση και απόσυρση.

I made a 20€ deposit in Monday 15.4.2024 and I made a withdrawal of 200€ in same day. After that I sent my documents, also in same day. The problem is that they haven’t checked my documents and also my withdrawal is still pending after 4 days. I think it’s too long time in these days and especially when amount is that small what it its, only 200€. If they are not paying those kind of winnings, how about bigger ones?! I have sent email from this case to them, but haven’t got any answer. They do not have any live chat, which is big minus.

Dear Miia331,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that you wait for a few more days so that the casino has enough time to review your documents. I will keep this complaint open and if there is no development within a week, please let us know and we will intervene.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hey,

I do understand that the kyc process is important, but nowhere else has it taken a week to review documents.

My account is still in exactly the same state as it was a week ago after I made the withdrawal request, nothing has happened at all, and I haven't received any reply to my emails! It is really bad advertising for the casino not to respond to the customer's contacts.

Hei,

Ymmärrän kyllä kyc- prosessin olevan tärkeä, mutta ei missään muualla ole kestänyt dokumenttien tarkistaminen viikkoa.

Tilini on edelleen tasan samassa tilassa kuin viikko sitten nostopyynnön tehtyäni, yhtään mitään ei ole tapahtunut, enkä ole saanut sähköposteihin mitään vastausta! On todella huonoa mainosta kasinolle olla vastaamatta asiakkaan yhteydenottoihin.

Hi, today it's been 10 days since the withdrawal request and the documents were sent, and still nothing has happened! This casino is also impossible to contact as there is no live chat and they do not respond to emails.

Hei, tänään on kulunut nostopyynnöstä ja dokumenttien lähettämisestä 10 päivää, eikä ole edelleenkään tapahtunut yhtään mitään! Tähän kasinoon on myös ihan mahdotonta saada yhteytttä, koska siellä ei ole livechattia eivätkä he vastaa sähköposteihin.

Thank you very much for your reply, Miia331. Could you please advise which documents you have already provided? Have you provided all the required documents in the correct format?

Hello, I have submitted a photo of the driver's license, a selfie of me holding the driver's license, a photo of the utility bill and a screenshot of the payment. So I have sent all the commonly requested documents that have been accepted by other casinos. There has been no notification from the casino about the correctness of the documents or a request that they need some additional document. They haven't responded to my emails either.

Hei, olen toimittanut kuvan ajokortista, selfien jossa pitelen ajokorttia, kuvan sähkölaskusta ja kuvakaappauksen maksusta. Olen siis lähettänyt kaikki yleisesti pyydetyt asiakirjat, jotka on muilla kasinoilla hyväksytty. Kasinolta ei ole tullut mitään ilmoitusta asiakirjojen oikeellisuudesta tai pyyntöä, että he tarvitsevat jonkun dokumentin lisää. He eivät ole myöskään vastanneet lähettämiini sähköposteihin.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hey,

I have emailed you the emails I have sent to VikingSpin Casino. They haven't responded at all and they don't have live chat, so it's impossible to contact them.

Hei,

Lähetin sinulle sähköpostilla sähköpostit, jotka olen lähettänyt VikingSpin- kasinolle. He eivät ole vastanneet ollenkaan eikä heillä ole livechattia, joten heihin on mahdotonta saada yhteyttä.

Thank you very much, Miia331, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@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 Miia331,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I've reached out to VikingSpin Casino representatives via their official email address and am currently awaiting their response. I'm hopeful that they will reply soon so that we can progress towards resolving the issue at hand.

Thank you in advance for your patience in this matter!

Best Regards,

Jakub

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 Miia331,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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. I am sorry I could not be of more help on this occasion.

Thank you for your patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!

Best regards,

Jakub