The player from the United Kingdom faced difficulties withdrawing her winnings due to her account being blocked. Despite having provided the requested documents, the casino required a bank statement that she could not access until June 14th, and she had not received a response from them. The Complaints Team closed the complaint due to a lack of communication from her, despite having extended the response time.
The Vic Casino - Player's withdrawal is delayed due to account block.
Closed
Our verdict
Player stopped responding
Amount: £200
The Vic Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
I deposited money on the 29th May & won, I think it's £200, can't be sure has my account is blocked, tried to withdraw my winnings & it said I needed to send proof of identity, proof of address & proof of payment card, I sent all of these, they then said they wanted bank statement with address & transaction on, I can't access this till the 14th June which I have explained & they haven't responded. I find it so frustrating, I have not had this problem with anyother sites.
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8 months ago
Dear dornewilde,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Do I understand correctly that all the documents you provided were approved?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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8 months ago
Dear dornewilde,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
