Vicibet Casino - Player's withdrawals are delayed due to account blockage.

Hallo liebes Casino Guru-Team,

ich habe am 09.10 in diesem Casino mit Echtgeld gespielt und eine Gesamtsumme von 5008 € gewonnen. Ich habe bereits 4000 € Euro ausbezahlt bekommen.

Nachdem noch 1008 Euro Restgeld auf dem Casino-Konto waren, verlangte das Casino Vicibet eine Verifizierung.

Ich habe alle Dokumente die verlangt wurden dem Casino gesendet.

Es wurden alle Belege aktzeptiert. Aber mein Konto wird nicht Freigegeben. Mein Konto wurde für Auszahlungen gesperrt.

Der Support reagiert mit Standart-Antworten und verspricht mir immer, dass sich die Zuständige Abteilung darum kümmert und sich bei mir meldet.

Dies ist nie passiert.

Ich sende Ihnen gerne den Schriftverkehr und die restlichen Unterlagen zu diesen Fall.

Vielen Dank!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Hallo Attila,

ich habe bereits in anderen Casinos dieser Gruppe erfolgreich die Verifikation abgeschlossen.

Soweit ich mich erinnern kann, wurden von mir folgende Dokumente gesendet:

Foto Vorder und Rückseite Personalausweis

Selfie-Fotos (im Hintergrund musste die Website sichtbar sein)

Nachweis Einzahlungskonto (JETON)

2x Jeton Statement für einen bestimmten Zeitraum

Ich habe mehrmals den Support per E-Mail geschrieben, habe aber so gut wie keine Hilfe oder Auskunft bekommen. Gerne Sende ich Ihnen den E-Mail verlauf mit dem Casino zu.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hallo Atilla,

ich habe Ihnen die Korrespondenz zwischen mir und dem Casino per E-Mail an Sie gesendet.

Vielen Dank für die Hilfe

VG

Dear Sushi90,

Could you please advise which email address you used to send your message?

Unfortunately, I was unable to locate your email.

Thank you in advance for your cooperation.

Best regards,

Attila

Hallo Attila,

ich habe soeben auch bemerkt, dass die E-Mail nicht durchgegangen ist. Ich habe es noch ein paar mal versucht auf die angegebene e-Mail (attila.g@casino.guru ) die Dokumente zu schicken.

Dies hat leider nicht funktioniert und ich bekomme nach ein paar Minuten die Meldung, dass die E-Mail an diese Adresses nicht zugestellt werden kann. Haben Sie noch eine andere Mail-Adressse für mich?

Dear Sushi90,

Thank you for your response. Please feel free to forward the evidence to the following email address: complaints@casino.guru.

Additionally, regarding the communication between you and customer support, you can attach the screenshots in this thread.

Thank you for your patience and cooperation.

Dear Sushi90,

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.

Hallo Attilla,

entschuldige, ich habe die Dokumente nochmal an die von dir genannte E-Mail gesendet. Das war vor ein paar tagen. ich habe nur vergessen hier im Forum bescheid zu geben.

Viele Grüße

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, Barbora (barbora.p@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,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Vicibet Casino representative to join this conversation.

Dear Vicibet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Player,

Thank you for contacting us.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Vicbet Casino Team

Dear Vicibet Casino Team,

Thank you for your response.

We acknowledge that the player's case is currently under review by the relevant department. We will await your update regarding the outcome of the review.

Thank you in advance for keeping us informed.

Dear Player,

We are pleased to inform you that your account has been successfully verified.

Please rest assured that your recent withdrawal requests has been forwarded to the relevant team.

You will be notified once it has been processed.

Kind regards,

Vicibet Casino Team

Dear Player,

We are writing to provide a clear update on your recent withdrawal requests:

30 June Request: Successfully scheduled for processing on 5 July.

1 July Request: Successfully scheduled for processing on 5 July.

Please note that, depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account.

As all pending payments have now been handled and there is no remaining balance to be processed, we consider this matter fully resolved.

Thank you very much for your patience and cooperation.

Kind regards,

Vicibet Casino Team

Dear Vicibet Casino Team,

Thank you for the update.

Dear Sushi90,

Could you please let us know once you receive the funds? Your confirmation will help us determine whether the complaint has been successfully resolved.

Thank you in advance for your cooperation.

Hallo Barora,

ich habe das Geld erhalten 🙂 vielen dank für die Hilfe! Sie können den Fall schließen.

viele grüße

Dear Sushi90,

Thank you for confirming that you have received your funds. I'm very pleased to hear that your issue has been resolved.

We will now mark this complaint as resolved in our system. Thank you for your patience and cooperation throughout the process. I hope our assistance and explanations were helpful in reaching a successful outcome.

If you encounter any issues with this or any other online casino in the future, please don't hesitate to contact our Complaint Resolution Center. We're always happy to help.

As you know, our services are provided free of charge, and we do not accept gratuities. However, if you have a moment, we would greatly appreciate it if you could share your experience with our services on Trustpilot:

https://www.trustpilot.com/evaluate/casino.guru

Your honest feedback and any suggestions for improving our complaint resolution and mediation process are invaluable. Your review may also help other players who are considering reaching out to us for assistance.

Thank you again for your cooperation, and we wish you all the best.

Kind regards,

Barbora

Casino.Guru