The player from Germany won €5008 at Vicibet Casino and has received €4000 in payouts. However, she has €1008 remaining, and after submitting the required verification documents, her account remains blocked for withdrawals despite repeated promises from support.
Vicibet Casino - Player's withdrawals are delayed due to account blockage.
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Current status
Waiting for player to reply
6d 23h 4m 53s
Vicibet Casino
Safety Index:Below averageCase summary
Discussion
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2 hours ago
Translation
Hello dear Casino Guru team,
I played for real money at this casino on October 9th and won a total of €5008. I have already received €4000 in payouts.
With €1008 remaining in the casino account, Vicibet Casino required verification.
I sent all the requested documents to the casino.
All documents were accepted. But my account has not been released. My account has been blocked for withdrawals.
The support team responds with standard answers and always promises me that the responsible department will take care of it and get back to me.
This never happened.
I will gladly send you the correspondence and the remaining documents relating to this case.
Thank you!
Automatic translation:
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55 minutes ago
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.
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55 minutes ago
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
