Viking Luck Casino - Player’s account has been closed without reason.

Viking Luck closed my account without justification, even though I still had my funds in it, without me ever using any bonuses or anything else. Could you help me get them back? They haven't responded to three emails and three reminders via live chat on the site.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Viking Luck Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Include any responses from the casino if available. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas, I've placed several sports bets on Vikings Slots and played several slots. I noticed my account had been blocked because I couldn't log in. Consequently, I couldn't withdraw any funds left there. I've never used any bonuses or anything else. These are the communications I've received so far.

Looking forward to your help, thank you in advance.

I asked Vikings to send me my betting history and received this response. I'll keep you updated.

Dear alecec,

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, Jana (jana.k@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,

Tomas

Thank you so much! I look forward to hearing from you.

Dear Alecec,

I sincerely regret to hear that your account has been blocked. I will reach out to the casino promptly to address and resolve this issue. In the meantime, I would like to invite a representative from Viking Luck Casino to join this discussion and assist us in resolving your complaint.

Dear Viking Luck Casino,

may I kindly ask you to clarify the reasons behind the blocking of the player's account? Additionally, could you please provide any supporting evidence related to this matter? You may include your statement and any relevant documents here or send them directly to my email address, jana.k@casino.guru.

Thank you in advance for your cooperation and assistance in this matter.

Kind regards,

Jana

Dear Player,

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,

VikingLuck Casino Team

Thank you! I look forward to hearing from you!

Dear Player,

Following your request and after checking the case with the relevant department, we would like to inform you that your account has been closed as part of fraud group.

Please be informed that the account was closed in accordance with the following point of Terms and Conditions:

9.1 : The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

9.3 : We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 : Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

Based on the above, the account was closed, and the winnings have been deducted.

We hope this helps clarify the matter for you.

Kind regards,

VikingLuck Casino Team

Dear Viking Luck Casino,

Thank you for your message. I would greatly appreciate it if you could send the evidence regarding the player's breach of terms and conditions to jana.k@casino.guru. This will enable us to review the matter appropriately. Thank you for your continued support and assistance.

Dear Player,

Following a thorough review of your case, we have approved a refund for all deductions, totaling €397, as a final resolution to this matter.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details via email:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

VikingLuck Casino Team

Dear Player,

Thank you providing us with payment details.

Rest assured that we will notify you once payment has been processed and completed.

Thank you for your cooperation.

Kind regards,

VikingLuck Casino Team

Dear Player,

We are pleased to inform you that your refund was successfully processed and completed on 22 June.

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. This timeframe is counted from the processing date of 22 June.

As payment have now been completed, we consider this matter resolved.

Thank you again for your patience.

Kind regards,

VikingLuck Casino Team

We're here! Thank you so much for your cooperation.

Dear Alecec,

I hope this message finds you well. Could you kindly confirm if you have received the funds? Thank you for your assistance.

Hi! Sure, the funds have been received! Thank you so much for your help!

Dear alecec,

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,

Jana

Casino.Guru