The player from Spain had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The issue was resolved after ongoing communication with the Complaints Team and the casino, resulting in the player eventually receiving a total of €10,000 in withdrawals, albeit with significant delays. The player expressed frustration over the lengthy processing times and the repetitive responses from customer service. Ultimately, the player confirmed that the situation had been resolved, and the complaint was marked as such in the system.
Viking Luck Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €10,000
Viking Luck Casino
Safety Index:Fresh casinoCase summary
Discussion
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6 months ago
Translation
Since 07/31/2025 I have 3 pending withdrawals with an amount of €500 given one and a total amount in the account of €10,000
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6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Translation
Thank you very much for your help.
The account is initially verified
We are waiting for the number of days you told me.
I will keep you informed of any developments.
Thank you and greetings
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6 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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6 months ago
Translation
Hello Dominika
For the moment everything remains the same, I have not received any refund.
I send emails every day and the responses are the same.
Thank you and greetings
Sincerely
Edited by a Casino Guru admin
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6 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you checked with the casino to confirm that they don’t need anything else from you for the verification?
Could you please specify the bonus you used?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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6 months ago
Translation
I don't remember if the bonus I used was 200% or 150%.
They tell me that my account is verified and that my money is safe.
This afternoon I will send you all the information I can.
Thank you very much again
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6 months ago
Translation
Hello Dominika
I just sent several emails to your email address.
Thank you and greetings
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6 months ago
Translation
This is the conversation I just had right now 
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6 months ago
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Good afternoon
I have no news from you.
Thank you and greetings
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6 months ago
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Huebert (VikingLuck)
August 20, 2025, 6:54 PM EEST
Hello Manuel,
Thank you for contacting our customer service team.
We sincerely regret reading your message and fully understand your frustration. We apologize if our previous responses seemed repetitive or unhelpful; we never intended to make you feel neglected.
We want to assure you that your case has not been forgotten or taken lightly. Your request is being processed by the appropriate department, and while we understand that the wait may be very inconvenient, we are currently relying on the internal timeframes necessary to complete the process safely and in accordance with our procedures.
Please be patient while we complete the review. As soon as we have specific updates regarding your payment, we will let you know immediately.
We greatly appreciate your understanding and reiterate our apologies for any inconvenience this may cause.
If you have any additional questions, please do not hesitate to contact us via email. [email protected] or live chat.
Edited by a Casino Guru admin
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6 months ago
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Kendrick (VikingLuck)
August 20, 2025, 6:45 PM EEST
Dear Manuel,
We appreciate your response. We hope this email reaches you safely.
We sincerely apologize for any inconvenience you may experience with your withdrawal.
We fully understand the importance of having your funds available promptly and want to assure you of our commitment to resolving this matter as quickly as possible.
After a thorough review of your withdrawal request, we inform you that your transaction is experiencing an unexpected delay. Please rest assured that your funds are secure and that the withdrawal is being actively processed.
Due to the high volume of requests, our finance department is experiencing some payment delays. We appreciate your patience and understanding during this period. Once your withdrawal is complete, the status will be updated in your balance history.
If you have any other questions or need additional assistance, please don't hesitate to contact us.
Thank you for your continued trust and patience.
If you have any additional questions, please feel free to contact us by email at [email protected] or via live chat.
Sincerely,
Customer service.
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6 months ago
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Lawliett (VikingLuck)
August 6, 2025, 2:45 PM EEST
Dear Manuel,
Thank you for contacting the Customer Service team. We hope this message finds you well.
We sincerely regret any inconvenience you may be experiencing with your withdrawal. We fully understand how important it is for you to receive your funds on time and want to assure you that we are committed to resolving this situation as quickly as possible.
After a thorough review of your request, we would like to inform you that your withdrawal is currently experiencing an unexpected delay due to a high transaction volume. We fully understand the importance of timely access to your funds, and we sincerely apologize for any inconvenience this may have caused.
We want you to know that our finance department is aware of the situation and is working on it as we speak. We assure you that your money is safe, and once the payment is completed, you'll see it reflected in your balance history.
If you have any other questions, please do not hesitate to write to us at [email protected] or contact us via live chat.
Sincerely,
Customer Service
Edited by a Casino Guru admin
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6 months ago
Translation
So every day.....
Since August 6th
And I have requested the first withdrawal on 07/31/2025
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5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) 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.
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5 months ago
Translation
Good morning
Now I have to wait 7 more days until they respond to my complaint.
Vikingluck casino keeps giving me the same answers over and over again
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5 months ago
Translation
Good morning
Today 08/23/2025 I received the first refund that was requested on 08/31/2025 in the amount of €500
There are still pending withdrawals, I will keep you informed.
Thank you
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5 months ago
Hello,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Viking Luck Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
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5 months ago
Translation
Good morning
Well right now I have €9,500 pending as a balance.
I have 3 pending withdrawals of €500 each.
Right now the oldest one was requested on 08/01/25.
Yesterday, 08/23/25, I received the first withdrawal that was requested on 07/31/25.
I would ask Vikingluck Casino to be a little faster with payouts and comply with their legal terms.
Thank you and greetings
Manuel Alonso
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5 months ago
Translation
In summary, out of €10,000, I am missing €9,500 to receive.
I only ask Vikingluck Casino to meet its deadlines.
Thank you and greetings
Manuel Alonso
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5 months ago
Dear All,
Thank you for reaching out to us.
We are working with the relevant department to process the player's request.
Once we have an update, we will let you know.
Best regards,
VikingLuck Casino Team
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5 months ago
Translation
Good morning Vikingluck Casino.
It's the same answer I get over and over again, both via email and in the casino chat.
I only know that it takes more than 3 weeks to approve the withdrawals.
I would ask you to be a little quicker in approving these withdrawals.
If it's 3 business days, then whether it's 3 business days or 4 days, it doesn't matter to me, but not 3 weeks like until now and only to receive a single refund.
Thank you very much and greetings
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5 months ago
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Good afternoon
With these policies at Vikingluck Casino, with only €500 withdrawals per day, and €7,000 per month, and with how long it takes for my withdrawals to be approved...
How long will I have to wait to receive all the money I'm missing?
Thank you and greetings
Sincerely
Manuel Alonso
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5 months ago
Translation
We have news
The casino asks me this:
Haydee (VikingLuck)
August 26, 2025, 10:11 PM EEST
Dear Manuel,
Thank you for contacting our Customer Service team. We hope this email finds you well.
We recognize how important it is to you that this process completes smoothly, and we sincerely appreciate your patience and cooperation during this time.
We want to inform you that the verification process is essential to ensure the security and integrity of your account. This measure aims to protect your personal information and financial transactions, adding an additional layer of security against unauthorized access. By confirming your identity, we ensure that only you can access your account, which is essential to maintaining a safe and secure gaming environment.
Although verification is not always required when creating an account, it may be required at any time at the discretion of our finance department.
Important: Requested documents must be uploaded exclusively through our website, by logging into your account and going to Settings ⇒ Verification, using the Document Verification Service.
Documents you must submit through the website:
ID + Selfie
Selfie holding ID
Copy of the card ending in 8895
Capture or receipt of transactions corresponding to the month of July
We appreciate your understanding and support in advance. We know this process may be somewhat uncomfortable, but we assure you it's for your safety.
We remain attentive to assist you with whatever you need.
If you have any additional questions, please do not hesitate to contact us via email. [email protected] or live chat.
Best wishes,
Customer service
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5 months ago
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Franco (VikingLuck)
August 27, 2025, 12:41 AM EEST
Dear Manuel,
Thank you for contacting the VikingLuck.com support team.
We hope this email reaches you safely.
Thank you for contacting us. In order to continue verifying your application, we need you to provide all transactions made during the month of July using the payment method previously requested by our verification team, preferably in PDF format.
We understand that it may seem sufficient to simply send the transactions to our casino, but to complete the process correctly and securely, we need your full card statement. This will allow us to properly review and validate all information, ensuring the protection of your account and compliance with our procedures.
We greatly appreciate your cooperation and patience throughout this process, and we are here to assist you every step of the way until it is successfully resolved.
If you have any questions, please feel free to contact us by email at [email protected] or via live chat.
Sincerely,
VikingLuck Support Team
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5 months ago
Translation
And I have answered the casino with this response:
A casino doesn't have the right to request your bank statements; this type of information is protected by privacy and bank secrecy laws and can only be accessed under a court order.
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5 months ago
Dear All,
The player needs to provide all the necessary documents needed for their account's verification, as it is clearly stated in our T&C section 5.1.
The player needs to comply since they agreed to those terms upon registration on our website.
If the player fails to provide the necessary documents within 30 days from the initial request, as per our T&C 5.3 we reserve the right to withhold payment and close the account.
If you have any further questions, please let us know.
Best regards,
VikingLuck Casino Team
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5 months ago
Translation
Good afternoon
Lords of the Vikingluck casino
Why didn't you request this information when I requested the first withdrawal on 07/30/2025?
Until now, it wasn't necessary to verify the account. I've asked several times and they've told me it wasn't necessary.
Now you come with excuses.
Thank you and greetings
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5 months ago
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Good morning
Dear @casinoguru and @vikingluck
I don't know when this process will be completed, but this Vikingluck casino thing is very complicated.
Since 08/31/2025 waiting until 08/23/2025 to receive my first withdrawal.
As of 08/28/2025, I have not received any further withdrawals yet.
I am asked to verify my account, when I have repeatedly asked the casino if it was necessary to verify my account, the answer is NO.
Now they are asking me for several things, including a credit card statement from 07/01/2025 to 07/31/2025.
Today I open the casino website and they ask me for another card statement from 07/01/2025 to 08/05/2025.
And so on and so forth...
Until when will I have to continue fighting with these people so I can honestly receive my award?
Thank you very much and greetings
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5 months ago
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Good morning
Dear
@casinoguru and @vikingluck
I have been asked for another card statement again.
This time from 01/07/2025 to 10/08/2025
My question is
How many more extracts will you need?
Because I have already sent several
Thank you and greetings
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5 months ago
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Good morning
Now my account is supposedly verified.
I ask about my withdrawals.... Answer: well, more or less the same as the first day.
When is this going to be solved?
I've played at countless casinos, but this VikingLuck thing is unbearable.
Anyway..... Patience
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5 months ago
Hello all, and thank you for your cooperation on this case.
Dear Viking Luck Casino,
Please update us about the whole situation.
Thank you in advance.
Best regards,
Romi
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5 months ago
Translation
So my situation continues... One deposit requested on August 1, 2025, another on August 15, 2025, and the third on August 23, 2025. The account is supposedly verified, as long as they don't request any additional documents to buy more time and make payments when the casino sees fit. 
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5 months ago
Dear All,
Regarding the verification, we are checking with the relevant department.
Once we have an update, we will let you know.
Best regards,
VikingLuck Casino Team
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5 months ago
Translation
Good afternoon.
According to the customer service department, they inform me that the verification process is approved.
Now that it's approved, I'm asking when they'll approve my withdrawals, but it turns out they have a high volume of requests.
Congratulations to the winners!!
But if they have to wait for their retirements like I did, well, congratulations to them too.
Thank you very much for your attention and greetings.
Sincerely
Manuel Alonso
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5 months ago
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Good morning
After 1 month, my situation with Vikingluck Casino continues like this.
I think this is already a laugh
I attach photos
Thank you and greetings
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5 months ago
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And the withdrawals are still not being processed. Thanks.
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5 months ago
Translation
More of the same, all the time
Chipi (VikingLuck)
September 1, 2025, 6:54 PM EEST
Greetings Manuel,
Thank you for contacting our Customer Service team.
Thank you for your loyalty. We sincerely regret the delay in processing your withdrawal and are deeply sorry for any inconvenience this may have caused. We want you to know that we are here to assist you at all times.
We inform you that withdrawals are currently taking longer than usual. However, please rest assured that our financial team is actively working to expedite the process and we are doing everything possible to complete your transaction as quickly as possible.
We fully understand how frustrating this delay can be and deeply regret that you have not yet received any updates. We want to assure you that your case has not been forgotten and is being closely monitored. We remain committed to resolving it as quickly as possible.
We sincerely appreciate your patience and understanding during this time. We will keep you informed of any important developments. Once again, we apologize for any inconvenience this may cause and are available to assist you with any assistance you may need.
If you have any questions, please feel free to contact us by email at [email protected] or via live chat.
Sincerely,
Customer Service
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5 months ago
Translation
Good night
I'm not getting anything from this Vikingluck casino.
Impossible
Charli (VikingLuck)
September 2, 2025, 12:12 AM EEST
Hello Manuel,
Thank you for contacting our Customer Service team. I hope this email finds you well.
We sincerely apologize for any inconvenience you may be experiencing with your withdrawal. We fully understand how crucial it is to have your money available on time, and we want to assure you that we are committed to resolving this situation as quickly as possible.
After a thorough review of your withdrawal request, we would like to inform you that you are currently experiencing an unexpected delay. We understand that timely access to your funds is important, and we apologize for any inconvenience this may have caused.
Our finance department is aware of the situation, and due to the high volume of requests, payments may experience some delays. We want to assure you that your money is safe. The withdrawal is in progress, but it may take a little longer than expected. Once the payment is complete, you'll be able to see it in your balance history.
I'd like to be able to give you a specific date, but we don't currently have that information as we're still working on your case. We appreciate your patience while we navigate this process and sincerely apologize for any inconvenience this may have caused.
If you have any additional questions or need assistance, please feel free to contact us via email. [email protected] or via live chat. We'll be happy to help you with anything you need.
Sincerely,
Customer Service Team
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5 months ago
Translation
Good morning
Today I received a refund of €500
Which was requested on 08/01/2025.
There is still €9,000 left to receive.
Thank you and greetings
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5 months ago
Dear All,
The player's account has been verified.
The rest of the withdrawals will be processed in a timely manner.
Best regards,
VikingLuck Casino Team
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5 months ago
Translation
Good afternoon.
Dear :
I hope the next withdrawals are approved in an optimal timeframe and not like these first two, the first of which was approved in 23 days and the second in 32 days.
Right now I have two overdue withdrawals, one from 08/15/2025 and another from 08/23/2025.
I think it's taking too long to approve withdrawals.
Thank you and greetings
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5 months ago
Translation
Good morning
Today 03/09/2025 I received another refund of €500
Thank you and greetings
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5 months ago
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Good morning
Today 09/03/2025 I just received 3 withdrawals.
Thank you very much for your collaboration
We hope to put everything in order in the coming days.
Thank you
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5 months ago
Translation
Good morning
There is still €7,000 to be received.
As of today I have 3 pending withdrawals.
One requested on 04/09/2025
Another on 05/09/2025
And another on 09/06/2025
All three with an amount of €500
Thank you and greetings
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5 months ago
Translation
Good morning
Nobody answers me, I only have to talk.
I'm still the same today.
Thank you and greetings
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5 months ago
Dear user, please update us whenever you receive the whole amount. If there is some issue, let us know.
Best regards,
Romi
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5 months ago
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Good morning Romi
Right now I have 3 pending withdrawals of €500 each, and the 3 business days they supposedly have to process payments have already passed.
I attach photos
Thank you and greetings
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5 months ago
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Good afternoon
I'm still waiting for 3 withdrawals
I attach a screenshot.
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5 months ago
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Good afternoon
Dear :
Today 12/09/2025 I am still waiting for 3 withdrawals to be approved.
One from 04/09/2025 with an amount of €500
Another from 05/09/2025 with an amount of €500
And another one from 06/09/2025 with an amount of €500
Thank you and greetings
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5 months ago
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Good morning
Today, 09/15/2025, I just received a withdrawal of €500 requested on 09/04/2025.
There is still €6,500 to be received.
Thank you and greetings
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5 months ago
Translation
Good morning
Dear :
@casino.guru
@vikingluck
So here we are, waiting for pending withdrawals.
They make deposits whenever they feel like it.
I am still waiting for 2 withdrawals, one on 09/05/2025 and another on 09/06/2025.
The first request was made on 07/31/2025.
I have only received €3,500 out of €10,000 within a period of 1.5 months.
Thank you and greetings
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5 months ago
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Good afternoon
Day after day the same answers.....
Marck (VikingLuck)
September 16, 2025, 6:26 PM EEST
Dear Manuel:
Thank you for contacting our Customer Service team. We hope this email reaches you safely.
Thank you for your patience. We sincerely apologize for the delay you are experiencing with your withdrawal request. We fully understand the importance of accessing your funds in a timely manner and sincerely apologize for any inconvenience this may have caused.
Please rest assured that your withdrawal is already being processed and you don't need to take any action. The delay is due to an unusually high volume of requests at this time, and our finance team is working hard to process all transactions as quickly as possible.
Your funds are safe and we are doing everything possible to ensure the process is completed quickly.
We sincerely appreciate your understanding and patience during this time.
If you have any additional questions, please feel free to contact us by email at [email protected] or via live chat.
Sincerely,
Customer Service.
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5 months ago
Translation
Good morning
Dear :
This casino is unspeakable, the same answers every day.
They approve withdrawals whenever they feel like it.
I'm still waiting for withdrawals from 09/05/2025 and 09/06/2025, both for €500.
Today 09/17/2025
A shame
In the following message I attach one of the answers.
Thank you and greetings
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5 months ago
Dear user,
Even though it must be really frustrating to wait for this long, please know that it is not necessary to post in the complaint thread every day the same thing. We all know that you want all this to be over as soon as possible, but spamming the thread won't help it.
Please post here only whenever you receive your withdrawal.
Thank you for your understanding.
Respectfully,
Romi
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5 months ago
Translation
Good afternoon Romi.
Sorry for the inconvenience.
Of course it is very frustrating to wait so long to receive my money.
But I don't see any solution on either side.
Thank you and greetings
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5 months ago
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Good afternoon
Dear
Since 05/09/2025 without receiving any withdrawal.
I still have €7,000 pending to receive.
You @Romi told me not to collapse the thread, but in another message you told me that if I have any problems I should report them.
Well, this remains the same and nothing new.
Excuse me if I'm being too insistent, but with this casino it's no small feat.
Thank you and greetings
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4 months ago
Dear Viking Luck Casino,
Could you update us about this case, as the player has been waiting since the 5th of September and there hasn't been any movement from your side?
Thank you in advance.
Respectfully,
Romi
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4 months ago
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Good morning
As of 09/21/2025
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4 months ago
Translation
Good afternoon
Sorry if I'm bothering you in the thread.
Today, Sunday 09/21/2025, I received three withdrawals of €500.
I currently have €4,500 left to receive.
Thank you and greetings
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4 months ago
Dear Msesto,
We would like to inform you that we are looking into your request.
Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Thank you for your patience and understanding.
Kind Regards,
VikingLuck Casino team
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4 months ago
Translation
Good afternoon
Today 09/24/2025 I have received three withdrawals of €500
Thank you and greetings
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4 months ago
Dear user,
I'm glad you did.
Could you tell us how much you are waiting for now and if the disputed amount of this complaint is accurate, please?
Thank you.
Regards,
Romi
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4 months ago
Translation
Good afternoon Romi
As of September 25, 2025, €3,000 of the €10,000 requested since July 31, 2025, remains to be withdrawn.
As of today I have 2 pending withdrawals, but they are within the established deadline.
Thank you very much for your collaboration
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4 months ago
Translation
Good morning
As of 09/30/2025 I am waiting for 3 withdrawals of €500 each.
Earring :
09/24/2025 - €500
09/25/2025 - €500
09/26/2025 - €500
This is my situation today
Thank you and greetings
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4 months ago
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Good morning
As of 10/02/2025 I am waiting for 3 withdrawals of €500 each.
Earring :
09/24/2025 - €500
09/25/2025 - €500
09/26/2025 - €500
This is my situation today
Thank you and greetings
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4 months ago
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Good morning
As of 10/07/2025, I only have 2 payments of €500 left to receive and the problem would be solved.
Thank you and greetings
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4 months ago
Translation
Good morning
Today, 09/10/2025, my last withdrawal request of €500 was cancelled.
Once this withdrawal is received, everything would be resolved.
But as I said, a withdrawal of €500 is still pending.
Thank you and greetings
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4 months ago
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Good morning
After a lot of patience, I finally managed to receive all my money.
With this policy that this casino has, I do not recommend it to anyone.
Thanks to @casino.guru for their help
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Msesto,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Romi
