The player from Germany had requested a withdrawal of €1,500 over two weeks prior, but the payment had not been processed despite multiple inquiries. She had been assured that no further verification was needed, yet she had received only vague responses about the payout being in the "final phase." She sought assistance in resolving this issue and processing her outstanding payments. We intervened by communicating with the casino and facilitating document submission for verification, which had initially been delayed due to selfie photo issues. After successful identity verification, the player began receiving partial payouts, which continued until most of the balance was withdrawn. The player later confirmed that she had gambled away the remaining funds and expressed satisfaction with the resolution, allowing us to close the complaint.
Vicibet Casino - Player is facing delayed withdrawals.
Case closed
Amount: €7,500
Vicibet Casino
Safety Index 5.7 Below averageCase summary
Translation
Hey dear Casino Guru team,
On February 14th, 15th and 16th, 2026, I requested a payment of €500 each day (a total of €1,500). To date, I have been waiting for processing for over 14 days without receiving any payment.
The balance originated from a 200% bonus on a €50 real money deposit. I have fully and successfully met the wagering requirements. The bonus balance was then converted into €1,000 in real money. With this amount, I increased my balance to a total of approximately €7,500.
Currently, €1,500 (3 x €500 – the maximum simultaneous withdrawal limit) is being processed. Approximately €6,000 more is still in my player account.
I inquired several times via email and live chat. I was repeatedly informed that the payouts were in the "final phase" and had been forwarded to the finance department. I also explicitly asked whether verification (KYC) was required. I was assured that I didn't need to take any further action.
Despite this, no payment has been made yet, and I haven't been given a specific date. The constant standard replies without clear information are very unsettling.
I request your assistance in resolving this matter and for the prompt processing of my outstanding payments. I have attached a few documents; should you require further information or anything else, I am happy to help. I look forward to your response.
Important notice:
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Dear AuraChan2004,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing. In order to fully understand the situation, I would like to ask you a few questions:
- Have you made any successful withdrawals before?
- If so, could you please confirm the exact date of your last successful withdrawal and how long it took to be processed?
- Which payment method did you use to withdraw your winnings? Was it the same method you used previously?
I hope we will be able to assist you in resolving this issue as quickly as possible. Thank you in advance for your reply.
Best regards,
Petra
TranslationHey, I've actually never withdrawn any money there, I've been waiting for my very first withdrawal since February 14th.
According to email correspondence and live chat, I was repeatedly told that the finance department was experiencing a delay and that I didn't need verification (KYC).
I deposited funds there via my paysafecard account and withdrew them via revolut.
Thank you for your reply and for providing the previous details, AuraChan2004.
Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
TranslationHi, I just sent the items to your email address. Thanks.
Dear AuraChan2004
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Dear AuraChan2004,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Vicibet Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Vicibet Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
TranslationThank you, but no, it's already day 23 that my withdrawal hasn't been processed and paid out. It's still in processing status, and the live chat keeps saying they've sent emails to the finance department and that it should arrive soon, but I've been hearing that for 23 days now. 😕
TranslationI still haven't received my payout today, Monday, and I'm starting to get really worried... My account is still active, my €6000 is still there, and my three payouts are still being processed... I've never experienced such a delay before 😢
Hello AuraChan2004,
thank you for the update, and I completely understand your frustration with this long delay. I’m still waiting for Vicibet Casino to provide their clarification regarding your pending withdrawals and the reason for the extended processing time.
At this point, the delay is something that only the casino can explain, so as soon as I receive any information from them, I will update you immediately.
In the meantime, I really appreciate your patience, and I assure you that I am actively monitoring this case to help move it forward as quickly as possible.
TranslationThank you, I really appreciate your work. I'm curious to see if they even respond. Until then, I'll be patient 😇😅
TranslationHi,
A brief update on my case.
I received an email from the ViciBet complaints team requesting additional verification. However, my account doesn't have an upload section, as it still states that no verification is required.
The live chat told me to send my documents to support via email. I did this and sent my verification documents (ID card, selfie with ID card, and Revolut account statement).
I was told that the documents had arrived and that I should now wait for them to be reviewed. So far, I haven't received any further feedback.
I will keep you updated as soon as I receive a response.
Dear AuraChan2004,
Thank you for reaching out to us.
We are sorry to hear about the delay of your transaction.
Please be informed that we are currently further investigating the reason of delay and will contact you as soon as possible with further information.
We thank you for your understanding.
Kind regards,
Vicibet Casino Team
TranslationPerfect. Vicibet's KYC contacted me today and I was able to submit my documents for verification 😇 Thanks for the feedback and help from Casino Guru. I'll let you know as soon as I have more information.
Hello everyone,
thank you, Vicibet Casino, for the update and for looking into the delayed transaction.
AuraChan2004, thank you as well for the update and for confirming that you have now submitted your documents for verification. Please keep us informed once you receive any further information from the casino or once there is progress with your withdrawal.
TranslationHi, a quick update on my case.
My identity verification (ID card) and my Paysafecard transactions have already been successfully accepted. However, my first selfie (showing my face, ID card, and the website in one photo) was rejected. I then uploaded a new selfie, which has been under review for two days now.
In addition, I sent another selfie to support via email today to avoid delays and ensure that all requirements are met.
I am still waiting for final verification, as my payout has been pending for almost a month now, as you know.
I will keep you updated as soon as there is an update.
Thank you.
TranslationGood morning,
I received my first €500 today around 10 am and I'm very happy about that. I also received email confirmation that my account is verified and that I will now be prioritized for my withdrawals 🍀.
Update: Just now, around 11 AM, I received all my active withdrawals, even one I had just requested! This is a huge plus for the casino that payouts are now faster after successful verification, because I've been waiting for a very long time.
I would just like to ask you to please keep this ticket open until I have received my full payment; I would be very grateful. Thank you all for your support.
Hello everyone,
AuraChan2004, thank you for your detailed update, I’m really glad to hear that your account has now been successfully verified and that you have already received your first payment, as well as the remaining withdrawals shortly after. That’s very positive progress.
Of course, we will keep this complaint open until you confirm that the full amount has been paid out. Please continue to keep me updated on any further withdrawals so I can monitor the situation.
TranslationUpdate: I received the next 3 x 500 euros today. Remaining balance: 4.5k in the Vicibet account.
Hello everyone,
AuraChan2004, thank you for the update, I’m glad to hear that you’ve received another €1,500.
Please continue to keep me informed as the withdrawals progress. An update roughly every €1,500 received (i.e. every 3 × €500) will be perfectly sufficient.
Hello AuraChan2004,
thank you for your update. I’m glad to hear that you have received the next €1,500.
Please continue to keep me informed as the remaining withdrawals progress.
TranslationI must confess I've completely gambled away the rest of my balance. You can close the ticket now; I'll be staying away from Kraben casinos in the future. Thank you for your help.
Hello AuraChan2004,
Thank you for your update. I understand that your remaining balance with Vicibet Casino has now been spent. Before closing this complaint, could you please confirm that your last message regarding "Kraben casinos" was indeed referring to Vicibet, or if it relates to a different casino?
TranslationThis refers to Vicibet. The fact that you have to wait a long time for a withdrawal until they eventually give in. That's why in the future I'll prefer casinos where you can withdraw quickly 😇😅 That's what I meant. But I'm glad I was able to withdraw from Vicibet and didn't lose everything in the end.
Hello AuraChan2004,
Thank you for the clarification and for your honest update, I appreciate it.
From what I understand, you were able to withdraw a significant part of your balance, and the remaining €2,500 was later played and lost before it could be withdrawn.
Since the main issue regarding the withdrawals appears to have been resolved, could you please confirm if I can now mark this complaint as resolved?
TranslationYes, it's all sorted out and without your help I probably wouldn't have been able to withdraw anything at all 😇 I'm very grateful and you can mark the complaint as resolved.
Dear AuraChan2004,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Samuel
Casino Guru
