The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. We explained that withdrawals could take up to 14 days because of KYC checks or processing delays, and asked him to provide withdrawal details and screenshots of his communication with the casino. The complaint was later marked as resolved by the player, so we closed the case as resolved.
Viking Luck Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,500
Viking Luck Casino
Safety Index 6.0 Below averageCase summary
Discussion
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3 weeks ago
Translation
I was given the same excuse by support twice, told they would look into it, but nothing has happened. I have three €500 withdrawals pending and another €3000 is waiting to be withdrawn. I've read here that these problems are common, but that progress is eventually made thanks to their help.
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3 weeks 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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3 weeks ago
Dear Oncken,
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 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
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2 weeks ago
TranslationI still haven't received my payment, and there won't be any change tomorrow or next week! Please help me now! With all due respect, I still have six more payments to make. Am I supposed to wait two months before I finally get my money?
Please help me !
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2 weeks ago
TranslationGood afternoon, it's now day 15 and the situation remains unchanged. Support keeps saying the same thing, which makes you think you'll finally get it, but nothing ever happens. I would appreciate your help and support.
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2 weeks ago
TranslationThe withdrawal from August 21st has been paid out. I don't understand why the others weren't paid out immediately. I'll see if they are also paid out after 14 days.
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2 weeks ago
Thank you for the update. I am happy to hear that some of your withdrawals have been processed.
You mentioned that you made three withdrawals of €500. Could you please clarify the exact dates of each withdrawal? Please post a screenshot of your withdrawal history (showing the dates of each withdrawal).
What do you mean by 'others weren't paid out immediately '? Please provide details of the pending withdrawals: date requested and amount.
Thank you in advance for your reply.
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2 weeks ago
Translation
There can only be three withdrawals in the queue at any one time. The withdrawal from August 21st was processed today. However, withdrawals from August 27th and 28th are also in the queue, and I don't understand why these weren't processed and paid out immediately. After today's withdrawal, I was able to request another €500. As you can see, there are still €2500 remaining in my account. Now I have to wait weeks again before I can request another withdrawal. The casino is probably hoping I'll gamble it all away. If the casino processed withdrawals within three days, as stated in their own guidelines, everything would be fine, but it isn't. If you have to wait weeks for each individual withdrawal, it takes months to get your money, and that's unacceptable.
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1 week ago
Thank you for the update. Please allow me to ask you a few questions so I can understand the situation.
- Have you made any successful withdrawals before you submitted this complaint?
- Could you please confirm that you have passed the KYC (Know Your Customer) verification?
- Have you accumulated your winnings with or without an active bonus?
- Please share screenshots of your communication with the casino's customer support regarding the withdrawal delays.
I appreciate your help in clarifying these issues.
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1 week ago
TranslationYesterday, a few hours after my last reply to you, I received all three withdrawals. I've now been able to request the final withdrawal and am confident it will also be processed within the next two weeks. I'd like to leave this chat open with you until then, if that's alright.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Oncken,
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,
Jean
